Who primarily uses the itil role in the Service Catalog?

The itil role in the Service Catalog is primarily utilized by users who need to see and work on service request records. This role is essential for monitoring and managing service requests as they progress through various stages, ensuring that users can effectively track the status of their requests and that support teams can maintain oversight of requests being handled.

For effective service delivery, individuals in this role typically have access to detailed information regarding each service request, including its status, priority, and any associated incidents or change requests. This access helps streamline communication between the service teams and users, enhances accountability, and provides insights into service performance.

The other roles mentioned are also important but serve different purposes. Users with administrative privileges manage the setup and configuration of the service catalog but may not necessarily engage with service requests directly. Regular users are primarily focused on making service requests and may not need the full access to service request records. Catalog builders are involved in creating and updating the catalog by defining services, but their role does not typically include the ongoing management of service requests once created. Each role contributes to the overall functioning of the service catalog but in distinct ways suited to their responsibilities.