How to determine roles, groups and users for vendor workspace management.

[Sali Kamara]

Hello, I'm building the vendor management workspace out of an existing SN instance and I'm trying to determine what roles, groups and users I need in assign, without giving access to the entirety of the ITSM instance. any methods/suggestions?

[Sean Walters]

Hi Sali,

I don't believe there is a role specifically for vendor agents so I believe you would have to provide ITIL.

You could create a new role and then create ACL's to only allow users with that role see vendor incidents - but that would customisation.

I will provide some other personas and hopefully that help you split some of the users into the different personas to reduce the amount of ITIL you may have to provide. 

There are a few roles/personas I would group: 

IT agent or technician

Perform basic technician operations in the system. Technicians track vendor-related events and can view vendor scorecards and decision matrixes.

ServiceNow Role: itil

Vendor Admin 

The Vendor Admin role has administrator rights to the Vendor Management Workspace. The role of Vendor Admin is usually a technical resource with experience using Performance Analytics. 

ServiceNow Role: sn_vlm.vendor_admin


Vendor Manager

The Vendor Manager is responsible for defining and maintaining the Vendor Manager process. The role of the Vendor Manager is usually a Senior Manager with experience and understanding of vendor relations and vendor performance 

ServiceNow Role: sn_vlm.vendor_manager 

Service Owner

Service Owner is responsible for monitoring and managing the vendors and contracts which support and/or supply their Services/Service Offerings.

ServiceNow Role: No role – this is a process role which leverages the features and functions of Vendor Management Workspace in order to provide quality services/service offerings to each organization.

Hope that helps.

Please mark my answer correct and helpful if this resolves your issue.