Support roles for Service Now

[steven_whalley]

I would be interested in the roles and responsibilities others are using to support the Service Now application internally.

A challenge that we are encountering is that as we are IT it is assumed that we have the technical skills to support the more advance configuration elements of SN. In fact at the Service Desk we specialise in people skills and general technical knowledge. Further this assumption contravenes our own processes.

If this were a business application, there would be a clear divide between what the business configures at a moderate level through the GUI and what IT would support in the background.

In our case, we are having a bit of a struggle getting our developers to take on advanced support.

Has anyone else encountered this situation? I would be interested to hear how you are able to resolve it and any documentation on agreements around this with your application services group.

[sachin_namjoshi]

You will have to configure custom roles, ACLs to allow business creation, update of config records.

IT Service now admin are supposed to maintain instance with admin role.

We have following structure in our organization

- Service now support users have admin role on all instance.

- Business users have custom roles as per their assigned module ownership so that they don't accidentally modify records from other business applications.

- Service desk has only ITIL,service desk, connect roles since they typically access Service now applications from end user, resolver standpoint.

Regards,

Sachin