End Users

Configuration Viewer

Performs basic CI viewing and research tasks from inside your organization.

Customer

Performs basic self-service tasks from outside your organization.

Employee

Performs basic self-service tasks from inside your organization.

Analysts

Configuration Analyst

Performs tasks within the configuration item life cycle process and second-line CMDB support within your organization.

Customer Service Representative

Supports users external to your organization, most often customers.

Knowledge Analyst

Performs tasks within the knowledge management life cycle process.

Level 1 Analyst

Provides first-line support within your organization.

Level 2 Analyst

Provides second-line support within your organization, which requires more advanced subject matter expertise.

Support Automation Analyst

Provides first-line support within your live assistance environment.

Vendor Analyst

Supports a limited segment of your IT environment from outside your organization, such as vendor-specific hardware.

Managers

Change Manager

Manages the change order process, but typically not the analysts who work on change order tickets.

Customer Service Manager

Manages Customer Service Representatives and the external support process.

Incident Manager

Manages the incident process, but typically not the analysts who work on incident tickets.

Knowledge Manager

Supervises Knowledge Analysts, knowledge document reassignments and escalations, and day-to-day knowledge administration.

Problem Manager

Manages the problem process, but typically not the analysts who work on problem tickets.

Service Desk Manager

Handles escalations and supervises Level 1 Analysts. Also may manage overall service desk operations.

Administrators

Administrator

Performs administrative tasks throughout your CA SDM and Knowledge Management implementation. This role typically installs, configures, and integrates the products.

Configuration Administrator

Performs administrative tasks related to your CA CMDB implementation. This role typically administers CMDB and configuration item infrastructure and data structures.

Knowledge Management Administrator

Configures and monitors knowledge management settings.

Service Desk Administrator

Performs administrative tasks on data and processes, such as creating and updating categories, contacts, service types, root causes, and so on.

Support Automation Administrator

Performs administrative tasks related to your Support Automation environment, such as configuring queues and analyst tool permissions.

System Administrator

Performs administrative tasks related to your CA SDM implementation, configuration and adaptation, such as setting options, configuring integrations and modifying web forms.

Tenant Administrator

Performs multi-tenancy administrative tasks specific to a particular tenant or supporting organization.