Administrator

As an application administrator, you can set up the application instance according to the needs of your organization. The administrative configurations enable the application to serve as an effective tool for managing your IT Support needs. The application administrator manages the application-specific attributes of the organization and the users.

The administrator is responsible for the initial setup of the application and for managing activities after the application is in use. These tasks include the following:

• Process Workflow Designer
• Initial Setup
• User and Organization Management
• Common Administration Tasks
• Advanced Configuration
• User Preferences and Social Collaboration
• Slice Configuration
• Asset Discovery
• Asset Administration and Management
• Service View and Definition
• Create and Edit Services
• Metrics and Reports
• Advanced Reporting
• Integrations
• Automate Tasks Using Predefined Content
• Build Process Flows That Use Automation Connectors
• Create and Manage Defined Searches
• Customize Tickets
• Knowledge Management
• Manage Dashboards and Charts
• Manage Service Catalog
• Manage Service Level Agreements
• Managing Tickets
• Workflow Management
• Working with Configuration Items
• Working with Web Services

By default, an administrator has access to the full suite of features in the application. An administrator can access all forms and records in the application.

To understand Intelligent Service Management features available to self-service users, read through the Self-Service User section. Similarly, to understand the functionality available to service desk agents or analysts, read through the Analyst section.    

Administrator Work Area

As an administrator your main tasks include setting up the components of your application instance and configuring their behavior. An administrator can access all the workspaces in Intelligent Service Management. This section lists out only the workspaces that are relevant to application administrators.