difference between ITIL users and Non-ITIL

[Mr_Blue]

Hello All,

i wanted to know what all stuff can they access and their limitation
what can a non itil can do && itil user can do

[AMIT SHISHODIA2]

Hi @Mr.Blue ,Please Mark my answer correct and helpful if it solves your issue.
In case of any issue please let me know.

[Dhananjay Pawar]

Hi,

ITIL - Can perform standard actions for an ITIL helpdesk technician. This is the out-of-box ''technician'' role. Can open, update, close incidents, problems, changes, config management items. Out-of-box, only users with the itil role can have tasks assigned to them.

Non -ITIL - Can not do such things.

Thanks,

Dhananjay.

[Dhananjay Pawar]

Hi,

If this has resolved kindly mark this as correct so others will refer same in future and by marking this as correct question will remove from unanswered thread.

Thanks,

Dhananjay.

[Gaurav Shirsat]

Hi Mr.Blue

I would Like to add in addition to Dhananjay

1) itil :- They have Permission to perform standard actions for an ITIL.

also called Service Desk Person.

Generally They are L1 Team Member.

We call them as Support Staff. They Only Have the open, update, close incidents, problems, changes, configuration management items.

only users with the itil role can have tasks assigned to them.

This Role can be given to End Users.

2) itil_admin :It has more advantage than ITIL Role.

Mostly L2,L3 Members are in this Team.They are Responsible to resolve the Incident,Problem and Perform the Change. The user having this role can delete incidents, problems, changes, and other related entities when both the itil and itil_admin roles are assigned.

Please refer the below link to check all the Basic Role and Its Authorities.

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

Please Mark Correct and Helpful

Thanks and Regards

Gaurav Shirsat