what is difference between itil user and admin
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‎08-08-2018 10:05 PM
1. what is difference between itil and admin
2. types of sla
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‎08-09-2018 01:13 PM
1. ITIL - Can perform standard actions for an ITIL helpdesk technician. This is the out-of-box ''technician'' role. Can open, update, close incidents, problems, changes, config management items. Out-of-box, only users with the itil role can have tasks assigned to them. Reference
Admin: Can do anything (All).
2. https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-level-management/task/t_CreateAnSLADefinition.html
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‎08-09-2018 01:20 PM
Hi Kalyan,
Admin: This role has special access to all system features, functions, and data because administrators can override ACL rules and pass all role checks.
ITIL: Assigned to regular IT support staff, lets them read and write application data such as incidents, problems, and changes.
itil_admin: Assigned to IT administrators, lets them configure core IT applications and create reports and templates.
2) Types of SLA
SLA, OLA, or Underpinning contract.
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‎03-20-2024 01:00 PM
The regular ITIL role allows you to create, view, and update records of Incident, Problem & Change. But the ITIL_admin role goes a step further by allowing you to delete records. That's why it's typically given to managers or people with similar levels of responsibility.
