Servicenow access for Epic end users

[jazker]

At our organization, we have several end users who submit tickets and help with approval and validation of build. I also have a subset of users that are in managerial roles that would like to view dashboards of various details regarding requests. My understanding is that unless the end user has licensing, in this case ITSM may make most sense, then the user will not be able to view and dashboard or details of tickets other than their own.

A subset of users are very involved with the request, they may need to approve the original request, coordinate and validate build, and set go live dates. Currently we are doing this type of work via meetings and emails back and forth. I envision it would be more efficient if those super-users had additional access so perhaps the initial request gets assigned to the super-user assignment group for review/approval. Then it moves to one of the application teams. When the build is ready to validate, a task can be generated for the super users to validate. Essentially this would omit the need to rely on emails and instead all communication and action are done within servicenow.

I am curious what other organizations do with their relationships with end users. Do you provide licensing so they are able to view dashboards, tickets, and even be able to assist with approvals? What type of licensing do you find is sufficient?

Thank you!

[SN Steve O]

There is a specific role (requires subscription/entitlement) called 'Business Stakeholder'. With that role, you can allow operational users to approve requests and have view-only access to the ServiceNow fulfiller back-end. You can check if you happen to already have these licenses by checking under Navigation Filter > Subscription Management> Subscription Overview. On that page, there should be a subscriptions list view report and you are looking for 'I2 Business Stakeholder User Promotion'.