Introduction to Efecte Self-Service Portal
Introduction to Efecte Self-Service Portal
Introduction
Efecte Self-Service is an easy-to-use, browser-based product to enable self-service for enterprise services such as IT or HR. Graphically designed self-service tools offer a new way of improving productivity. Regardless of their device, users can keep track of their service requests and incident reports online, in real time and from one place.
User roles in Efecte Self-Service
There are several different types of users to Efecte Self-Service that can be divided broadly to end users, or employees, (referred to as “users” later in the document) and administrative users (referred to as “administrators”). In addition to default roles present in the system, additional user roles can be set e.g. for managers. The role a user belongs to defines the items visible to the user in accordance with the Service definitions in Efecte Self-Service.
User roles
| Role | Role description | Interface |
| Employee |
Reports incidents Orders services |
End user |
| Key user | Can create requests on behalf of other people | End user |
| Approver | Approvers can approve requests. Normally approvers are employees' superiors fetched from Active Directory. Service Items can also require an approval from a specified person. | End user |
| Service Owner |
Defines available service items Describes service items Defines delivery times for service items Defines prices for service items Definese available additional information for service items Publishes service offerings Publishes changes to service offering Removes service offerings |
Admin user |
| Tenant administrator |
Defines organization integration Defines external integration Defines system language Defines support information Uploads company logo |
Admin user |
| Global administrator |
Creates new tenants Sets system domain Sets MSP logo Adds API tokens |
Admin user |
About this guide
This administration guide is intended for persons setting up and maintaining the Efecte Self-Service product in enabling most effective utilization of the product.
Chapter Overview provides an overview of the Efecte Self-Service providing certain details and hints from service design perspective. This section is useful reading to any administrative users.
Chapter Maintaining ESS starts with setting up the basic service channels (chapter 3.1) required for implementing any services in the Efecte Self-Service and mainly concerns the administrators. In addition, the actual service creation and incident reporting options are described and are useful reading for Service Owners and administrators alike.
Chapter Organization Customization provides instructions on how to make organization specific customizations to Efecte Self-Service. This covers anything from multiple sites to various types of users and setting up languages. This is, in particular, targeted at system administrators.
Chapter Setting Up New Tenant & Catalogue Management describes setting up a brand new tenant in the Efecte Self-Service. The chapter is intended for Global administrators.
In Chapter EIM Connector Features specific cases of using Efecte Self-Service in connection with Efecte Identity Management are discussed.
In Appendix Best Practises for Designing ESS some recommendations on deploying and promoting the use of Efecte Self-Service are provided.
Table of Contents