Need help understanding ITSM roles for Requesters, Fulfillers, and Business Stakeholders

[KesavanDot]

Hi everyone,

Could someone please help me understand the typical roles and access levels for Requesters, Fulfillers, and Business Stakeholders in the ITSM module of ServiceNow?

I’d like to know what each of these user types can generally do — for example, what records they can view, create, or update (like incidents, requests, problems, or changes).

Any insights, best practices, or official documentation references would be really helpful.

Thanks in advance!

[SANDEEP DUTTA]

Hi @KesavanDot ,

ServiceNow defines several user roles that determine what an employee can do – and how much their license costs. The main roles are:

• Fulfillers (sometimes called full or ITIL users): These users have full rights within the application. They are support staff or developers who create, edit, or delete records and run processes. Fulfillers essentially have "admin" privileges on the tools they are licensed for.

• Business Stakeholders (Approvers): These users can do everything a requester can, plus they can approve or deny requests, and view detailed reports. They typically belong to business units or management roles. Unlike requesters, stakeholder licenses are paid seats and exist in nearly all ServiceNow apps (e.g. ITSM).

• Requesters (End Users): These users only submit and track their own service requests or incidents. They use self-service portals and the knowledge base but do not require a paid subscription. In other words, requesters are essentially "free" users – they don’t add to licensing costs.

Reference : Understanding ServiceNow Licensing Model