Will all the ITIL users will automatically have knowledge role?

[Anjali Priya]

Will all the users who are having ITIL role, will also have knowledge role by default?

[Paul Deonarine3]

No, having the ITIL role in ServiceNow does not automatically grant a user the Knowledge role. The ITIL role provides access to IT service management related features, while the Knowledge role provides access to knowledge management related features. These are separate roles that need to be assigned separately based on the user's requirements and job responsibilities.

[Sai Shravan]

Hi @Anjali Priya,

The ITIL role and the knowledge role are separate roles with distinct permissions and responsibilities. ITIL role is typically associated with IT service management (ITSM) processes and workflows, while the knowledge role is focused on managing knowledge articles and creating content to support self-service and incident resolution.

Therefore, it is not necessary that all users who have the ITIL role will also have the knowledge role by default. It depends on the specific permissions and access levels assigned to each user within ServiceNow.

For more details you can navigate to roles table (sys_user_role) to check what role are granted with ITIL in your instance (Contains Role section in related list). Below is the URL from PDI.

https://instance.service-now.com/sys_user_role.do?sys_id=282bf1fac6112285017366cb5f867469

Regards,
Shravan.
Please mark this as helpful and correct answer, if this helps you

[Saloni Suthar]

Hi Anjali,

No, you would need to provide knowledge role separately. 

[Community Alums]

Hi @Anjali Priya ,

When you say Kowledge role, do you mean the user wants to create Knowledge Article or View?