Symphony SummitAI provides three user personas or roles which are: Admin, Analyst and End User. The actions that each of them can perform is based on the Role Template and menu or sub-menu access that is provided within that Role Template. To better understand their capabilities, following is a brief description of each of the user persona.
- Administrators are the users with special privileges who can configure the SUMMITAI IT Management Suite as per the organization's requirements. They have access to configure the various options in the application, which are then available to the Service Desk Executives (SDEs) and End Users. Depending upon the organization's size and requirements, Administrators can be assigned for customers, Tenants.
- Analysts are the Single Point of Contact between End Users and the IT Service Management of the organization. They are the first contact person in an organization for any IT issues. The Analysts troubleshoot the issues and provide a solution to the End Users. The Analysts troubleshoot the issues and provide a solution to the End Users.
- End Users are the users of the organization who can create Incidents, Service Requests and Change Requests.
As shown in the following illustration, the actions listed under User, generally are done by the end user. The actions listed under Manage Service Requests are done by an Analyst. While an Admin who is mainly responsible for configuring the various modules is responsible for actions listed under Configuration. In addition the Admin can also perform actions done by a user and an Analyst.
