One Service Desk Software Package, Many Services
Every corporate environment has processes and regulations in place for employee care, facilities management, procurement and travel. These processes can now be managed by one service desk, as SAManage introduces our newest exciting feature: SAManage Roles and Permissions. This new feature allows departments other than IT to use the SAManage service desk. For example, HR departments can streamline the on-boarding process of new employees, or your facilities department can publish a service request such as moving equipment, stocking the print room and more. These specialized services provided via the SAManage Corporate Service Desk increase organizational efficiency and improve communication. On the corporate level, different departments using the same platform means that fewer solutions need to be implemented and supported by IT, significantly improving ROI.
How Roles And Permissions Are Implemented
Simply put, Roles and Permissions allow you to specify departmental and organizational access to data, including what data they can view, create, and modify. You can define Roles and Permissions based on location, department, or other divisions of responsibility. For example, you can allow a purchasing official to modify contracts for her branch office, or give an IT administrator in another location ability to view service requests and asset inventory for that location. Being able to define roles and permissions gives you both flexibility and security, and can save time that used to be spent tracking down the IT worker who had the necessary permissions to complete a purchase or find an asset.
Basic Roles Baked Into SAManage
To get you started, SAManage comes with a basic array of Roles that are useful to most businesses:
- Administrators – Administrators can access all modules, view and modify all data add accounts and modify account settings
- Users – Users can access all modules and can view and modify all data
- Portal Users – Portal users are users who can access the self-service portal – typically your company’s non-IT employees
- Read Only Users – These users can view all objects, but not change, modify, or create them
- HR Users – HR users have full access for HR service desk functions
- Facilities Users – Facilities users have full access for facilities service desk functions
- Site Users – Site users can only access their own site or department’s objects
Creating New Roles
You can create custom roles by defining permissions and restrictions for that role. Top-level roles have highest priority and greatest access, and under each top-level role, you can use permissions and restrictions to manage the following:
- Manage – Manage permission allows complete control over a part of the service desk, while Read, Create, Update, and Delete permissions are self-explanatory.
- This defines specific objects of a user’s permission or restriction. For example, a person may be given permission for the following subjects: incidents, assets, or computers.
- Scope is used to restrict a user’s role to a specific location or department. For example, a person may have manage permissions over assets, but only for the specific branch location where he or she works.
How Roles Benefit Your Business
Over time, companies tend to develop piecemeal solutions to basic business needs. For example, the HR department may have its own system for adding new employees, submitting W-4 forms, or deleting departing employees from the HR database. The physical plant may have its own procedure for people reporting power outages or AC problems. The IT service desk has its own service desk software. The power of roles is that they allow one unified system that all these departments can use for their specific purposes. Using service desk software like SAManage with roles is less expensive than having different software for different departments, and makes for more efficient operations. If, for example, your payroll director develops a great self-service portal employees can use for reporting hours or requesting shift changes, you can share that functionality with other branches. The system grows in an orderly and understandable fashion. And since it’s cloud-based, everyone is using the same software version at all times.Samanage Service Desk to Support Multiple Departments with Roles and Permissions Click To Tweet