Need help understanding ITSM roles for Requesters, Fulfillers, and Business Stakeholders

[KesavanDot]

Hi everyone,

Could someone please help me understand the typical roles and access levels for Requesters, Fulfillers, and Business Stakeholders in the ITSM module of ServiceNow?

I’d like to know what each of these user types can generally do — for example, what records they can view, create, or update (like incidents, requests, problems, or changes).

Any insights, best practices, or official documentation references would be really helpful.

Thanks in advance!

[J Siva]

Hi @KesavanDot 

Requesters →  snc_internal role
Users with this role can raise service requests and incidents, and they can view the details of requests and incidents that they have raised.

Fulfillers → ITIL role 
Users with this role can read and update all types of task records, including incidents, changes, requests, and problems.

Business Stakeholders → business_stakeholder role
This role grants authorized users the ability to approve requests, view records across the organization, and access reports.

Regards,
Siva

[Harish Bainsla]

Hi @KesavanDot 

Requesters (End Users)

These users are the consumers of IT services and generally do not have an ITSM role assigned. They typically have the least access to the platform and can only see their own requests and incidents

• Access level: Free, unlicensed access through the Service Portal.
• Typical roles: No specific ITSM roles are required, but they might have roles like snc_internal or snc_external that define general portal access

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Fulfillers (ITIL Users)

Fulfillers are the frontline IT staff and support agents who work directly on incidents, problems, and changes. The base Fulfiller role is called itil and grants access to the core ITSM applications and records. 

• Access level: Paid, licensed access. The Fulfiller license is typically the most expensive role type in ITSM because of its extensive permissions.
• Typical roles: itil, itil_admin, or other custom roles for specialized functions within ITSM.

Business Stakeholders (Approvers)

Business stakeholders are managers or senior business users who need visibility into the IT services and processes that affect their departments. They can approve or reject service requests and changes but have less extensive access than a Fulfiller. 

• Access level: Paid, licensed access, though less expensive than a Fulfiller license. The default role for this type of user is business_stakeholder.
• Typical roles: business_stakeholder, approver_user, or custom roles to grant read-only access to specific records.

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