Reporter

Reporters are sometimes also called message reporters, business users, reported-by users, end user, or key users.

The person who reports incidents.

Dispatcher

The employee who is in charge of creating an incident message, if end users report incidents by telephone or similar. Dispatchers also forwards incidents to processors and can confirm solved incidents.

Processor

The employee who is in charge of processing the incidents.

Administrator

The employee who configures IT Service Management and configures the specific scenarios.

In addition, the administrator sets up the required information, for example, in the Master Data and Service Operations views.

For more information, see Configuration and Administration of IT Service Management.

Single Point of Contact

The person who remains responsible for the complete lifecycle of an incident, regardless of the support team or organization to which the message is forwarded. You assign the single point of contact (SPOC) role before forwarding the message.

In Customizing, you can also specify that the first processor to receive the message automatically receives the SPOC role. In addition, the SPOC can confirm the message at the end of processing, for example, if the reporter contacted support by phone.

Sold-To Party

The owner of a managed object. In most cases, the sold-to party is the company or organization that purchased the managed object, for example, a technical system or host.

Support Team

The organizational unit that is in charge of processing the messages.