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“Out of the users who have been granted the ITIL / fulfiller role, how do we identify which users are actually using that role in the platform, rather than just having the role assigned to them?
I don’t think there is a way to actually see if the are utilizing the role or not, though there are indicators you can look at. This could be last login time and at the same time investigate if a user with ITIL role is part of an assignment group or not. If they are not part of an assignment group they might “just” view records and could by that only have a business stakeholder role instead.
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if you have a custom application then ITIL license should be consumed here… but if a user both have role for custom application and ITIL, then you could still look at the assignment group membership… but again, there is no clear path for investigate if license consumed is utilized or not.
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Please mark this response as Helpful & Accept it as solution if it assisted you with your question. Regards Tanushree Maiti ServiceNow Technical Architect Linkedin:
