Hi @Mid Developer,
In ServiceNow, the "ITIL" role provides extensive access to IT service management functionalities like incident and change management, while the "Ticket Viewer" role offers read-only access to tickets without edit capabilities.
Regarding licensing, consult your organization's ServiceNow license agreement for specifics. Depending on your agreement, "Ticket Viewer" users may or may not consume an ITIL license.
For precise details, contact your ServiceNow administrator or support for guidance. They can clarify license consumption for various user roles in your instance.
Thank you, please make helpful if you accept the solution.
