ITIL-ADMIN AND ITIL ROLES

[Uma2]

Hi Team,

Can any one explain about ITIL and ITIL-ADMIN roles.

i have one doubt  if it's itil-admin he can not access the itsm application how he can perform all admin works in itsm modules.

Thanks in advance.

[Abhay Somani]

ITIL admin role -Possesses more privileges than the itil role and is intended for team leads. This role can delete incidents, problems, changes, and other related entities when both the itil and itil_admin roles are assigned.

ITIL role -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.

Check this link for more details :

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

[Alikutty A]

Hi,

itil_admin roled users need to be assigned the itil role as well. It is a bit advanced role over the itil role (eg delete incident) and is like a team lead role for incident management.

Thanks!

[shradhapatni1]

with ITIL role we can do CUR(Create, Update, Read) operations.

With ITIL_Admin Role we do Delete operation.

only ITIL_Admin role is not useful

[AndyDede]

Two key things to note:

1. The itil role is meant for standard help desk use: Open Incidents[Problem, Change], Close Incidents [Problem, Change], Update Incidents [Problem, Change].

2. The itil-admin role provides additional functionality which is useful for governance purposes. It provides the ability for a team leader to delete Incidents [Problem, Change].  This is useful if for example duplicates have been inadvertently created. 

Note Further: A really important feature of the itil_admin role is that it is the equivalent of the sn_cmdb_admin role.  This means that the itil_admin role has full access to the CMDB [cmdb data, tools and user interfaces].