Supervisor Role

The Supervisor Role provides maximum access to service management application for day-to-day management of the service desk and configuration control.

Supervisor Users can:

• Create User and Customer accounts

• Assign Roles & Processes

• Build workflows

• Configure the CMDB

• Allocate Technicians to Teams and Escalation Layers

• Define Service and Operational Level Agreements (SLAs and OLAs) for the organization.

The Configuration Management Database (CMDB) is the central data repository for the system. The CMDB allows centralized management of IT infrastructure through Configuration Items (Items),  as everything is tied to Items in the CMDB. Supervisors control the configuration of the CMDB, which includes:

• Item Categories

• Lifecycle Templates

• Item Types

• Classifications

• Configuration Items.

• The ability to create Items can also be assigned to other Roles, if the Administrator has enabled the option.