Service Now Roles - Best Practices

[simransangha]

Hi

Is there any document that talks about some best practices around creating roles in ServcieNow?

Thanks!

[tony_fugere]

I'm not familiar with any documentation on this outside of the ServiceNow Wiki. Some observations from my experience:

If you can segregate admin function using the OOB roles, I would recommend it. They would still need to understand how to use Update Sets properly though. I've seen some clients grant catalog_admin without training those individuals and their instances get messy. When done correctly, these "sub" admin roles work great!

I have seen a few gaps and "missing" capabilities for those admins that one might expect to exist, so be prepared to modify your Access Controls a bit as you start to use these sub-admin admin roles.

In terms of segregating by application, some of the more recent apps like PPM and Release include an "admin" role, but they do not segregate "full" admin type of privileges to those apps. They basically add full-time write and delete to tasks in those spaces. You'll need to build some pretty extensive Access Controls to segregate "full" customization/configuration type of admin role by application as you have described.