Allocating itil roles

[GChanner]

We are in the process of re-evaluating how itil roles are allocated and would like your help or recommendation.

Current process:

Since 2016 we have had a ‘ITIL Group’ and we add all fulfillers to this group. This group has the itil role.

Suggestion:

Instead of adding the itil role to the 'ITIL Group' and adding users to it we would add the itil role to each of our fulfiller groups which there is 305 with the itil type.

This suggestion means for the IT Service Management Professional product we will see 305 groups in the ‘Subscribed groups’ tab in Subscription Management.

Any feedback is greatly appreciated.

Thanks

Garfield

[Dr Atul G- LNG]

Hi @GChanner 

As per the latest ServiceNow release, the Service Desk role has been (added & )updated with more detailed and specific permissions. It is better to use this role as it is intended.

I would also suggest allocating roles to individual groups where required, rather than assigning everything to a single group.

[Tanushree Maiti]

Hi @GChanner 

Check this video from 12 min .

https://www.youtube.com/watch?v=mc-mI0OcD6E

Remove a group from a product subscription in Subscription Management

[Cheshire Cat]

This seems like a solid move. Putting the ITIL role on the groups actually doing the work feels cleaner. What drove the change after having the central ITIL group for so long?

[GChanner]

We regularly review our process for gaps or improvement and Subscription mgmt. was one of them. While having the itil role and users in one group does work, we were just wondering if the 'One Bucket' approach is the best strategy.