Set clear ownership for intake, response, change decisions and service records.
Give the Service Desk Agent access to intake and request work, and give the Incident Responder the evidence records needed during an interruption.
The Change Manager prepares and implements work; the CAB Reviewer records the review decision against the change.
Admin maintains people, services and assets so operational cases point to useful records.
| Role | Incidents | Service Requests | Changes | Assets | Knowledge | Service Oversight |
|---|---|---|---|---|---|---|
| Service Desk Agent | Edit | Approve | — | View | View | View |
| Incident Responder | Edit | — | — | View | — | Edit |
| Change Manager | View | — | Edit | — | — | View |
| CAB Reviewer | — | — | Approve | — | — | View |
| Knowledge Owner | View | — | — | — | Edit | View |
| Admin | View | Edit | View | Edit | Edit | Edit |
Owns intake, triage and request follow-through.
Starts on: Open Incidents
Investigates interruptions and records restoration evidence.
Starts on: Open Incidents
Prepares risk, timing and deployment records for review.
Starts on: Change Schedule
Records an advisory decision on a proposed change.
Starts on: Change Schedule
Maintains service guidance and review status.
Starts on: Published Knowledge Articles
Maintains people, services and asset context.
Start free, then use Proto to change fields, steps and approvals before your team goes live.