difference between ITIL role and Change manager role

[Prathap Kumar]

Hi Everyone,

Can anyone help me in knowing the difference between ITIL role and Change manager role please?

Thanks in advance.

[Chuck Tomasi]

Hi Prathap,

Itil role has access to most of the ITSM applications - to be a fulfiller for incident, problem, change, etc.

change_manager is isolated to change requests only.

This should help: http://wiki.servicenow.com/index.php?title=Base_System_Roles

[patricklatella]

Hi Chuck,

I know this post is from 4 years ago...has the "change_manager" role changed since then?  I see that it contains the "itil" role.  So is "change_manager" still isolated to just creating/updating changes?  Would appear that granting "change_manager" grants "itil" also.  Correct?

[dravvyramlochun · Accepted solution]

Hello Prathap,

itil	Can perform standard actions for an ITIL helpdesk technician. Can open, update, close incidents, problems, changes, configuration management items. By default, only users with the itil role can have tasks assigned to them.
itil_admin	Possesses more privileges than the itil role and is intended for team leads. This role has the ability to delete incidents, problems, changes, and other related entities when both the itil and itil_admin roles are assigned.

chnage_manager

You can configure various aspects of Change Management based on the specific requirements of your organization.

Reference:

Configure Change Management

https://docs.servicenow.com/bundle/helsinki-servicenow-platform/page/administer/roles/reference/r_Ba...