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ITxM Platform

Unified IT operations and service management

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AI-powered ITSM for the Modern Enterprise

AI-native Incident Management for the Modern Enterprise

Status Pages

Communicate service health in real time

iPaaS

Integrate Xurrent with your full stack

A connected AI fabric, woven across the Xurrent platform, Sera AI brings together signals, service data, and workflows to reduce noise, focus teams on what matters, and accelerate action across IT and the enterprise.

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FEATURES

AI-Powered Incident Management

Helps service desk teams resolve issues faster.

Service Desk

Built to streamline IT workflows and elevate the employee experience from day one.

Workflow Automation

Centralize and coordinate automation efforts across your entire enterprise.

AI Virtual AgentOn-call ManagementSLA ManagementIncident Management for ITSM
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INDUSTRIES

Manufacturing

Resolve plant floor and IT issues before they disrupt production.

Financial Services

Stay audit-ready while resolving issues and reducing operational risk.

SaaS

Detect, respond, and resolve incidents fast to cut downtime and MTTR.

E-commerce

Keep your store online, even during your biggest sales moments.

Healthcare

Protect patient data and resolve issues fast, so care teams stay focused on care.

Retail

Standardize service delivery across every store and channel.

USE CASES

AI Service Desk

Resolve issues quickly with an AI-powered system that automates ticketing.

Enterprise Service Management

Resolve issues quickly with an AI-powered system that automates ticketing.

On-Call Management

Simplify on-call scheduling, automate escalations, and reduce burnout.

Post-Incident Management

Automate postmortems, AI summaries, and post-incident workflows

  1. Help
  2. Getting Started
  3. Roles Overview
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  1. Help
  2. Getting Started
  3. Roles Overview
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Roles Overview

The 16 account roles and 4 directory account roles, what each is for, and how they build on the Specialist foundation.

Roles decide what a person can see and do in an account. A person can hold several roles at once, and through account trusts, even roles in other accounts. This page is the who-does-what map. A person's roles live on their person record, in the Roles & Teams section.

Account roles

RoleWhat it is for
End UserUses services through self service. No specialist access.
Key ContactAn end user who also acts as a contact point for their organization.
AuditorRead access for reviewing account activity.
Financial ManagerManages the account's financial data.
SpecialistThe foundation role for working on assignments. Most other roles build on it.
Service Desk AnalystFront line. Registers and handles requests, including on behalf of others.
Service Desk ManagerOversees service desk operations.
Knowledge ManagerMaintains the knowledge base.
Problem ManagerRoot cause analysis and problem resolution.
Workflow ManagerDesigns and manages workflows, which is how Xurrent executes change.
Release ManagerCoordinates releases.
Project ManagerPlans and runs projects.
Service Level ManagerManages services, offerings, and SLAs.
Configuration ManagerMaintains the CMDB and asset data.
Account DesignerCustomizes the account's configuration, including UI extensions and designs.
Account AdministratorFull administrative control of the account, including trusts.

Rule of thumb: the Specialist role is the prerequisite foundation for the manager level roles above it.

Directory account roles

In organizations with a directory account, four roles govern the shared directory.

RoleWhat it is for
Directory AuditorRead access for reviewing directory data.
Financial ManagerFinancial oversight at directory level.
Directory DesignerConfigures the directory account's setup.
Directory AdministratorFull administrative control of the directory account.

Related

See Account Trust for roles that span accounts, and Person for where roles are assigned.