What are OOB licensed roles we are using for different applications like SPM/ITSM/CSM/ITOM/APM?

[HariB]

Hi All,

What are OOB licensed roles we are using for different applications like SPM/ITSM/CSM/ITOM/APM?
For example, we can use ITIL as a fulfiller role for ITSM space likewise.

What are the other roles we can use for other applications like SPM/ITSM/CSM/ITOM/APM?

The client business use case is to provide SPM access to ITIL and CSM teams without consuming any licensed roles
Is it possible?

Thanks for the inputs, have a nice day.

[raj149]

ServiceNow provides a variety of Out of the Box (OOB) roles for different applications. Here are some examples:

- For Service Portfolio Management (SPM), the main roles are portfolio_manager and portfolio_user.

- For IT Service Management (ITSM), the main roles are itil, itil_admin, and admin.

- For Customer Service Management (CSM), the main roles are sn_customerservice_manager,sn_customerservice_agent, and sn_customerservice_consumer.

- For IT Operations Management (ITOM), the main roles are itom_admin, itom_analyst, and itom_user.

- For Application Portfolio Management (APM), the main roles are apm_admin, apm_analyst, and apm_user.

Regarding your use case: -

ServiceNow licensing is based on the roles assigned to a user and not on the access to applications or modules. If a user has an ITIL role, they are considered a fulfiller and this consumes a fulfiller license.

- If you want to provide SPM access to ITIL and CSM teams without consuming any additional licensed roles, you can do so by assigning them the portfolio_user role. This role provides read access to SPM and does not consume a license. - However, if you want these users to have write access or perform certain actions in SPM, they would need the portfolio_manager role, which is a licensed role.

- It's important to review your ServiceNow contract and discuss with your ServiceNow representative to understand the specifics of your licensing agreement.

[nishtha9]

If a user has ITIL license can they handle CSM module too? 

[Mardi]

No, a separate CSM license is required.

[Diego Lugo1]

Kindly refer to the following post to see what roles are licensable https://www.servicenow.com/community/developer-blog/tip-to-identify-the-licensed-roles/ba-p/3127686

The "license_role" table provides great clarity in that regard.