Can we add additional roles to itil or itil_admin?

[Nagashree5]

Hi All,

Can we add additional roles to OOB ITIL or ITIL_ADMIN roles?

1. Does this impact the licensing cost?

2. Is this suggested by ServiceNow?

3. Will there any impact if we do this?

TIA

[Dr Atul G- LNG · Accepted solution]

Hi @Nagashree5 

Can we add additional roles to OOB ITIL or ITIL_ADMIN roles?

Atul: yes, we can add.

1. Does this impact the licensing cost?

Atul: It depend what role you are adding and as separate it occur cost or no. Best to speak to SN account manager.

2. Is this suggested by ServiceNow?

Atul: Not sure, but i saw this pratice. It is mainly used when you know the whole users need one more role so we add.

3. Will there any impact if we do this?

Atul: Management, like it is inheritance / contains part.

[Nagashree5]

Hi @Dr Atul G- LNG, 

Thanks for the quick response.

So, currently we have few roles added to ITIL and ITIL Admin, wanted to know if it's best to remove them from these OOB roles and create a new security group and add them or just leave them if there's no impact. Can you please suggest.

[Dr Atul G- LNG]

Hi @Nagashree5 

I think yes, it may impact at time of upgrade but from operational side it has no impact.

[AndersBGS]

Hi @Nagashree5 ,

Best practice is to create a group and then assign the different roles needed for that group, and assign users to that group. Based on this, the add users will inherit all the roles belonging to that group. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders