ITIL Expert and role it plays as an ITIL role position on Servicenow

[CalebI]

Can anyone relate to being an ITIL certified and how it helps in carrying out the ITIL role in serviceenow?

[Robert H]

Hello @CalebI ,

"itil" just happens to be the name of the basic "IT Fulfiller" role in ServiceNow. It is not directly related to being ITIL certified, much less to being an ITIL Expert. It's just a poor naming choice.

You don't need to have an ITIL certification in order to resolve Incidents or complete Catalog Tasks. But I think it helps with understanding why you are doing this, and how these activities fit into an overall process. People without an ITIL training also seem to have more challenges understanding the difference between an Incident and a Problem, for example, and which of them it is appropriate to create in a given situation.

Regards,

Robert

[CalebI]

Hey Rob, 

I totally understand what u meant meaning it doesn’t have to be a requirement to as function as an ITIL role in ServiceNow. I’m an ITIL expert and that led me into discovery of ServiceNow unlike multiple ITSM platforms ManageEngine, HaloItsm. Cherwell The ITIL role in Servicnow is a game changer when you’re looking into functioning as An Implementer. ITIL background gives a lot of insight.