Roles and Responsibilities: System Admin, Configuration Analyst, Developer..

[s_ray]

Hi Service Now Community

I am looking for some general advice / opinions. To set the scene I am an employee of a large company in the UK (currently 1500+ service now process users across ourselves and our service partners) that adopted Service Now a little over a year ago as their Service Management tool.

Recently I have taken up a permanent position within the company as the "System Administrator" for Service Now.

Internally we believe we have identified 3 roles or areas of responsibility although in truth there is currently only myself as a full time employee (we contract out for a lot of development.)

System Administrator
Configuration Analyst
Developer

My understanding of these roles are as follows

System Administrator: Overall responsibility for the system and its processes. Service Now expert for any projects that may impact service. Provides training to users. Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.

Configuration Analyst: Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.

Developer: Responsible for large enhancements to functionality that has already been implemented such as Change, Incident, Problem, Knowledge and also developing additional functionality/modules yet to be implemented by our company.

How has your company defined its roles and responsibilities in relation Service Now? Do you think there are better ways to align our roles and responsibilities? Does your System Admin deal with Incidents related to the tool? All opinions welcome 🙂

[Anyar1]

Desperately in need of help creating operations for roles and assigning roles to groups.

Relatively new administrator and unable to find a full understanding using Wiki.

We use the Software License Management application. New roles need to be created to restrict access. Created three new groups --- SLM Read, SLM Create and SLM Admin, and corresponding roles. From each Role, I selected the tab for "Groups" then assigned the group to that "Role".

The problem is ... Now I need to assign C-R-W-D operators to each role. The method I used is below, but was told by another on my team that this may not be correct:

- Identified the table each module is associated with (e.g., Module=Software Packages, Table=cmdb_ci_spkg)
- Went to System Security > Roles, located the Role (e.g., SLM_Read)
- Clicked on the "Access To" tab and selected "Edit"
- Filtered on the table and operator name (e.g., "cmdb_ci_spkg" and "read")
- Using the slushbucket, applied the "Read" operator for the "cmdb_ci_spkg" table to that role

This project is due (okay, it was due last week! LOL). Any help I can get with this would be truly appreciated.

[Anyar1]

Sorry! Posted help topic in wrong place. Any way to delete this?