As a servicedesk member (1st level) you are in the first line to the customer. You are responsible for incident recording as well as initial classification of incidents and service requests. If an initial solution is not possible the incident need to be dispatched to the 2nd level support.

As a 2nd level service agent you are part of the service & support organization and therefor responsible for a certain group of objects or a  group of services. Incidents need to be classified and analyzed to provide the customer with an appropriate solution.

As a service manager the system provides you with extended rights and control mechanisms in order to manage the service & support organization.

The administrators role goes far beyond the previous ones. You may directly control the systems behavior.

NOTE: After the successful login please click on the icon "Admin" to proceed.

As a customer you typically interact with the system by e-mail, telephone or customer webfrontend. Recording incidents & service requests is as easy as classifying or tracking them.

e-mail adress

Public FAQ Webfrontend

The role of the Administrator allows the directly control of the systems behavior. The system provides you with RW (Read/Write) authorisation for statistics and the administration range.On this demo system there is only a limited administrator's view available to prevent an update of the vital settings of the system (as for example the setup POP3).

The Advisory Handler checks information about possible security gaps. He classifies and analyse them to write afterwards a Security message (Advisory) for his target group.

As an Incident Handler you are responsible for incident recording, analyse and documentation. He is responsible for appreciation of the criticality of incidents as well as to classify them.

The Hotliner forms the interface between outside and the SIRIOS system. As an Hotliner you attend to all incoming e-mails and telephone calls. He separates CERT-specific tickets from tickets with other topic (e.g., Spam). CERT-relevant tickets need to be dispatched to the Triage Coordinator.

In the next step the Triage Coordinator has to forward tickets, incidents, weak spot reports and artefacts to the accordant roles in the system as well as to check whose treatment.

The role of the General Overview-Handler has no active function. He is used as a form of controlling instance and is taken over from the administrative who doesn?t intervene actively in the events of a CERT. The General Overview-Handler needs the competence to monitoring the treatment state of the tickets only.