Admin
Maintains service desk access and the reference records used by store IT teams.
Can
- Manage Users, People, Services, Assets
- View Incidents, service requests, Changes, Problems, integration receipts
- Retail ITSM
- Roles and access
Who can do what in Retail ITSM
Give each store IT decision and record a responsible team member.
Who can do what
| Role | Incidents | Store Evidence | Service Requests | Changes | Services and Assets | Problems and Receipts |
|---|---|---|---|---|---|---|
| Admin | Edit | — | Edit | View | Edit | Edit |
| Service Desk Technician | Edit | View | View | — | View | Edit |
| Store IT Coordinator | Edit | Edit | — | — | View | — |
| Service Request Approver | View | — | Approve | — | View | View |
| Service Request Fulfiller | View | — | Edit | — | View | View |
| Change Approver | View | — | — | Approve | View | — |
| Change Implementer | View | — | — | Edit | View | — |
| Problem Owner | View | — | — | — | View | Edit |
Each role in detail
Service Desk Technician
Acknowledges incidents, checks the affected service and asset, and records technician activity.
Can
- Manage Incidents, incident updates
- View Services, Assets, People, register outages, store trading windows
Starts on: Open Store Incidents
Store IT Coordinator
Captures register outage and trading window evidence against the selected incident.
Can
- Manage register outages, store trading windows
- View Incidents, Services, Assets
Starts on: Register Outage Evidence
Service Request Approver
Decides whether a submitted store IT request may proceed.
Can
- View People, Services
Reviews and approves
- Approve service requests
Starts on: Submitted Requests
Service Request Fulfiller
Checks approved requests against the requester and service and records completion.
Can
- Manage service requests
- View People, Services
Starts on: Approved Requests
Change Approver
Reviews the risk, schedule and rollback plan before approving a change.
Can
- View Services, Assets
Reviews and approves
- Approve Changes
Starts on: Approved Change Schedule
Change Implementer
Executes an approved change and records its implementation outcome.
Can
- Manage Changes
- View Services, Assets
Starts on: Approved Change Schedule
Problem Owner
Maintains root-cause records for recurring service issues.
Can
- Manage Problems
- View Incidents, incident updates, Services
Starts on: Active Problems
Set up Retail ITSM your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.