ITIL Role Usage

[prasad_sai99]

How can we determine if all users who have an ITIL role are using all relevant modules?

How can we evaluate if they are actively using their ITIL role, and if so, when can we remove their role?

How can we find out which reports or tables are available in ServiceNow? to evaluate this ITIL role effort?

[Dominik Simunek]

I am not aware of any baseline reports or optimizer. It is up to each customer to do their subscription management. What you could start with is 1) Report of itil users who did not login in last x month, 2) Report of itil users who were not assigned to any task in past x months. You want to be careful here as many leaders, managers might have itil while they would be fine with business stakeholder role as they do not actively work on tickets. But this heavily depends on your organization and access rights concept.

Both reports are easily doable with reporting / data visualization (in second report, use related list condition).

When to remove it? Again, align with your organization and platform owner. You do not want to disrupt work of your users. But it is good to do such review from time to time.

[Dr Atul G- LNG]

Hi @prasad_sai99 

ServiceNow access is entirely based on roles. If a user has a specific role, they can access the corresponding module. The key question then is: Which role has access to which module? The screen help you on that.

How can we determine if all users who have an ITIL role are using all relevant modules?

Atul: Answered above.

How can we evaluate if they are actively using their ITIL role, and if so, when can we remove their role?

Atul: A common practice is to remove access if a user has not logged in for the last 90 days. You can generate a report to check the last login date, but it's challenging to determine whether the user actually used any module or just logged in and logged out.

How can we find out which reports or tables are available in ServiceNow? to evaluate this ITIL role effort?

Atul: There is no direct way, but might be above screenshot help you.

[Harrymate]

I'll try my best to give simple easy way to explain. 🙂

To Check Whether the ITIL users are actively using their roles in ServiceNow

First Most: Identify ITIL Role Users

Go to User Administration → Users Roles

Through Filter Funnel Filter by: Roles.Name → Contains → itil

This gives you a list of all users with the ITIL role

Within the inherited column, right click on any record that says: true and choose "filter out", or false and choose "show matching"