How do agents handle the creation of new users in ServiceNow?

[kristenmkar]

When Service Desk agents are taking inquiries from callers, there may be a situation where the caller does not yet exist. When using the Service Operations Workspace, the caller field pulls from the User table (sys_user).  Our Service Desk agents utilize the itil role.  What is the correct procedure for creating a new caller if they do not exist in User OOTB? 

And that being said - we have internal and external customers - is SOW appropriate to use? Or should we utilize CSM? Or is there an elevated role that the agent could use to create a user? 

Thank you! 

[kristenmkar]

This was my original script (haha) that I created (from my post) - we are looking for OOTB functionality within SOW - we are finding that when we create UI Actions to create users, we run into problems with ACLS and would rather not adjust those.