Role Setup - Departments Beyond IT

Document created by Brendan Cooper Administrator on May 30, 2018
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So you have a new department that wants to use Samanage to support the internal needs of the organization. Fantastic! Creating a one-stop-shop for all the services your internal customers need is a great strategy to streamline the way your organization supports your employees and  drives consistency in the users’ experience.

When expanding the scope of your service desk, there are important things to consider in regards to building out the roles and permission sets for the new agents. Here are some best practices to help you with a successful rollout!


Setting Up New Categories/Subcategories


When adding a new department to your service desk, you will be adding additional categories and subcategories to support the needs of the new users. Categorization is one of the most critical aspects of building out efficient roles for these additional users. Before you get started, we suggest you meet with leaders from the new department to get a deeper understanding of the categorization they wish to use and how it supports their goals in supporting the organization.


Here are a few things to consider in this process:


1. Will this change impact other departments?: You may already have a fully operational service desk, so when adding a new department, you want to make sure none of the other service providers will be impacted negatively. Make sure the goals of the new department are aligned with those of the current stakeholders to help drive consistency and a smoother rollout.  


2. Who needs access to what?: Categorization sets the foundation for your roles and permissions. It is important to understand who should have access to what. For example, you may not want HR requests visible to anyone outside of the department.  


It is also important to consider the access levels the new department wants internally.  For example, HR may want to use your service desk for employee termination request. In this case, only HR managers (not the entire department) should have access to those requests.  


Make sure you account for all angles so your team has the right access level they need.


3. Reporting Needs:  Ask questions about what type of reporting this new department will  want to run. This could impact the categories and subcategories as you define the criteria for necessary reports.


4. Automations: Setting specific categories for each ticket and service request ensures those tickets get to the correct team as quickly as possible. Understanding how the new department wants to intake requests can help you structure your categories and subcategories for optimal results.


5. SLAs: Different categories and subcategories can warrant different types of SLAs and escalations. It is important to have an understanding of the types of SLAs a new department wants to use, as this can help structure their categories. Don’t assume these will mirror the SLAs of the existing departments, everyone's a little bit different.


Editing Current Roles


Now that you have a better understanding of the categorization structure for the new department, you can start building out roles. A good place to start is updating your current roles to ensure they only have the access to the categories applicable to their jobs. A couple of things to remember:


1. Building restrictions: Back to our HR example from above; you may not want your IT agents seeing any HR related tickets. By using the HR categorization that you established, build restrictions to ensure the departmental separation.


*Note: Keep in mind you may want to increase the scope of restrictions outside of just ticket categorization. For example, you can build restriction on solutions to make sure that IT does not have access to HR internal knowledge base articles.


2. Giving permission to request: It’s easy to overlook this step, but when you restrict an agents ability to access requests from a different department, you still need to give them the permission to request services from that department. For example, an IT agent should not be able to see HR related tickets, but they should definitely still be able to request an HR service and  communicate with the HR team during the request fulfillment.


Check out the example on how to set this up:



Creating the New Role(s):


Now we can dive into building out the role(s) for the new department. Based on your current setup, you can either build the new role from scratch, or clone an existing role and make edits.  Before you get started, here are some things to consider:


1. Removing Sections: It is important to build a streamlined experience for the new department. You can do this by removing the areas of the application that are not relevant to their needs. For example, HR doesn’t do ITIL Change Management or deal with IT assets, so simply remove the sections. This can decrease the learning curve when adopting Samanage and give each department a more personalized feel.


2. Giving the proper Permissions and Restrictions: Similar to what we talked about above, make sure the new department’s users only have access to the proper tickets, solutions, and other data associated to their job function.


3. Giving Permission to Request: HR still needs to put in IT tickets from time to time (or very frequently). Remember to give them the proper access to submit and update their own tickets.


Check out another example:



Ensure User Data is Syncing Properly


The last point for setup (and perhaps the most important) is making sure that your users are getting provisioned into the proper role. We see a lot of clients who are linking Samanage users directly from an alternate source (like Active Directory), so make sure you are updating your provisioning rules to match the new role settings.


Training and Continuously Improving


Now that you have set the foundation for the new department to start using Samanage, it is time to train. Helping the new department with the initial adoption and ongoing support is critical to their success. We also suggest you set up recurring meetings (maybe quarterly) to discuss how the team is using the tool, which will help pinpoint ways you can improve the experience. This also can be a great opportunity to talk about new enhancements that have been added to Samanage and making sure they can take advantage of the latest and greatest. Position yourself as a partner in their success. Collaboration and improvements are a critical aspects to ensuring all departments are giving employees what they need to be productive and stay happy!