How Groups are core CSDM foundation

[Juan Osorio]

I thought I would share the platform dependencies and uses of groups. Many organizations see it as only a method of controlling access to the platform. Although this is true, that is only one pillar of how groups are used. I have attempted to clearly lay out each layer of how groups are integrated and used in ServiceNow. Hopefully this is helpful when having conversations on best practice, security, compliance or with stakeholders.

Helpful links

• @kopp820 has a great article on tips for managing groups 
• ServiceNow Docs on Groups
• ServiceNow CSDM Foundational Docs (look for Groups: [sys_user_group] )
• ServiceNow SLA definitions (rely on groups as a condition)
• ServiceNow Assignment Rules for task records
• ServiceNow Role Assignment to groups 
• ServiceNow Approvals (sent to and rely on groups)

[Juan Osorio]

One thing to add that is the use of groups for "On-Call".  The On-Call module uses group for scheduling shifts, rotations and escalation paths. Thats why its highly advised that group managers be full time employees that are accountable for the groups work.