This recipe discusses the steps required to create hybrid roles in SCSM. Hybrid role members require delegation across multiple SCSM processes.
You need to have successfully installed the SCSM product, be a user in the SCSM Administrators role and have the SCSM console open.
Review and document the role areas required for the hybrid roles.
Follow these steps to create hybrid roles (roles that are combined of two or more classes):
Process |
Process role |
SCSM Security role (template) |
AD group |
Service Request Fulfillment |
Service Desk |
Service Request Analysts |
SCSM - SR Service Desk |
Incident Management |
Desktop Support |
Incident Resolvers |
SCSM - IM Desktop Support |
Problem Management |
Problem Analysts |
Problem Analysts |
SCSM - PR Escalation Analysts |
SCSM implements its role-based model by the class of process and objects. The notion of a hybrid role for a standard installation requires you to add users to the specific roles dedicated to each process.
The security and rights delegated to a single user across multiple roles is cumulative.
SCSM as a product is highly customizable and as a result, you may have an environment that has different classes or extensions to the existing classes discussed in this chapter.
You can extend the SCSM product to create a hybrid class to support a hybrid delegation model. The extension of SCSM is discussed in Chapter 12, Automating Service Manager 2016. If you have extended SCSM, follow the steps for role security creation in general. Plan to tailor the queues and views to the extended configuration or work items.