ServiceNow Access - Best Practice?

[Rohini Nair]

Looking for best practices on how others are managing ServiceNow access + assignment group requests at scale.

We have ~40k users and ~1100 ITIL users across ITSM, CSM, SPM and HRSD. Currently we use:

1. One catalog item to request roles/licenses

2. Another catalog item to request group membership

This works from a governance perspective, but users complain they need to submit 2 requests just to get added to an assignment group. This becomes especially frustrating for new fulfillers/agents.

Curious how others are handling this.

[Ankur Bawiskar · Accepted solution]

@Rohini Nair 

my thoughts

-> Merge the two catalog items into one item or order guide (e.g., “New Fulfiller Access”) that covers both roles/licenses and assignment group membership

-> Use access‑profiles (e.g., “ITSM Fulfiller”, “HRSD Case Agent”) that pre‑define role‑group bundles; show only the profile choice to the user, auto‑filling the rest.

-> Keep group‑based roles: roles live on groups, and your request is effectively “add user to groups,”

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[AndersBGS]

Hi @Rohini Nair 

As @Ankur Bawiskar mentioned, merge the catalog items into an order guide, so they are combined.