Give each person access to the service decisions and records they own.
| Role | Incidents | Requests | Changes | Assets | Problems | Knowledge |
|---|---|---|---|---|---|---|
| Service Manager | Edit | Approve | Approve | Edit | Edit | Edit |
| Service Desk Agent | Edit | Edit | View | View | View | Edit |
| Change Approver | View | View | Approve | View | View | View |
| Asset Manager | View | View | View | Edit | View | View |
| Knowledge Editor | View | View | View | View | View | Edit |
| Admin | Edit | Edit | Edit | Edit | Edit | Edit |
Owns service decisions and reviews work across incidents, requests and changes.
Starts on: Change schedule
Receives and works incidents and service requests.
Starts on: Open incident queue
Reviews proposed changes and authorizes implementation.
Starts on: Change schedule
Maintains asset identities, service assignments and dependency evidence.
Starts on: Service assets
Drafts, reviews and publishes service knowledge.
Starts on: Articles in review
Maintains users and people records and oversees operating access.
Start free, then use Proto to change fields, steps and approvals before your team goes live.