Support Group Administrator Toolkit

The Support Group Administrator Toolkit brings together resources you'll use when performing common tasks.

ITSM Support Group Administrator Training

• Webcast (01:02:42)
• Presentation Slides: ITSM Support Group Administrator Training

Tools

• ITSM
• Online Access Request System (OARS)

Documentation

• Service Management Work Plan Examples
• Manage Support Group Membership (step-by-step procedure)
• Run a Report in ITSM (step-by-step procedure)
• Create a New Report in ITSM (step-by-step procedure)
• More IT Service Management Documentation in My LINC
• Service Management Operating Level Agreement

Administering Group Membership

To manage support group membership (see Documentation), use:

• ITSM Tool - add a user to your Support Group
• OARS (M2) Request - add a user to ITMS tool & Functional Role

ITSM Permissions vs. Functional Roles

The functional role concept extends the access granted by the permissions and should not be confused with the permissions themselves.

Permissions

• Grants users access to applications and modules in the ITSM Suite
• Enforce the Access Control for the Objects like Forms, Active Links, Records)

Example If a User is trying to access a form, that Form will be visible if they have access. This level of access control enforced using 'Permission Groups'.

Functional Roles

• Are specific to applications
• Usually connected to Business Logic or process flows, which are driven through Functional Roles

Example 'Change Coordinator' Is a Functional role defined in Change Management and there is logic In that Change Application that only a 'Change Coordinator' can restart the canceled 'Change Requests'.

Reports

The following reports can be run within ITSM.

For Assistance, Questions or Help

Contact the ITS Service Center:  (734)764-HELP | 4HELP@umich.edu | Submit an Online Service Request