We have an issue where there are far too many Analysts in our database. This stems from users needing visibility of more data than is possible through Employee role, but at the same time, the users never handle tickets or create kb document.
Most of these users actually just require read-only access to the data, using the search faciliities. It's frustrating that we currently have to use an Analyst license when they're really not taking advantage of 90% of the product's capabilities.
I think there should be another role, that allows some of the functionality described, but does not use a license. Currently our only other work-around is to write our own reports based on Service Desk data.