| Incident Fulfiller |
Triages and resolves incoming incidents. Incident fulfiller can create, update,
and close incidents. Incident fulfillers can also propose major incidents and create
related problems or change requests. |
| Incident Manager |
Leads a team of incident fulfillers to make sure incidents are resolved on
time. Incident managers can create, update, close, and delete incidents. Incident
managers can also propose an incident as a major incident and associate related
records. |
| Major Incident Manager |
Coordinates the response to critical service disruptions, focusing on rapid
restoration of service and clear communication. The Major Incident Manager leads the
major incident team, facilitates collaboration across resolver groups, manages
stakeholder communication, and ensures that all major incidents are thoroughly
documented and transitioned to Problem Management for root cause analysis. |
| Problem Manager |
Oversee the entire Problem management process for their team, ensuring that
problems are identified, logged, and resolved efficiently. Problem Managers also
coordinate activities among teams and ensure compliance with Service Level
Agreements (SLAs). |
| Problem Fulfiller |
Manage the lifecycle of assigned problems, including root-cause analysis and
solution implementation. Problem Fulfillers are accountable for specific problems
and their resolution. |
| Change Request Manager |
Oversee the Change Management process by reviewing change requests for
completeness, assessing risk and impact, and evaluating the benefits of proposed
changes. The Change Manager ensures that only well-documented and SLA compliant
requests are approved. They coordinate with stakeholders, manage the Forward
Schedule of Changes (FSC), support post-implementation reviews, and ensure timely
closure of change requests. |
| Change Fulfiller |
Execute the implementation of approved changes by evaluating scope, developing
a comprehensive change plan, and coordinating task assignments. Change Fulfillers
validate successful implementation through testing, monitor for issues during
rollout, and handle rollbacks if necessary. They are responsible for updating
documentation and ensuring that changes are accurately reflected in the knowledge
base. |
| Release Manager |
Oversee the release schedule, define the release process, and coordinate
release dependencies. Release managers manage the release scope, deliver status
updates, and make sure that releases are executed according to the release
schedule. |
| Release Group |
Launch new features, bug fixes, and changes. Share updates on development
progress, oversee the development of features, bugs, and changes, and align the
release scope with the release schedule. |
| Knowledge Manager |
Oversees the entire knowledge base process, defines the knowledge structure,
such as categories for knowledge articles, content standards, and approval flows,
and ensures high quality and coverage to address knowledge gaps. |
| Knowledge User |
Uses, contributes to, and maintains the knowledge base. A knowledge user, such
as an author, creates, edits, archives, and deletes articles in Lightning Knowledge.
A knowledge user, such as an IT fulfiller, also accesses the repository of known
errors and workarounds to speed up issue diagnosis. |
| Service Designer |
Defines and structures service offerings in the Unified Catalog. A service
designer at a company is responsible for designing reusable Service Processes, such
as Intake Forms using Flow or Omniscripts, and Fulfillment Flow using Flow or Flow
Orchestrator. |
| Employee |
Primary consumer of IT services via Slack, Microsoft Teams, or Agentforce Employee
Portal. Uses self-service and collaboration channels to submit issues, and service
requests. |
