I'm trying to understand licensing requirements, does anyone know if ITIL users are also Platform Runtime users or if they require additional licensing to access custom tables, etc.?

[tjschow61]

I don't understand the whole Platform Runtime licensing.   The last time we renewed, that license type didn't exist.   I thought ITIL users had access to everything in the ITSM, even extended tables and custom apps.   Can anyone shed light on this for me?

[adilrathore]

Here is the information I have. There a 3 types of users that interact with ServiceNow:

Requester - These are non-licensed users that can access self service portals like Service Catalog, CMS/Service Portal, Knowledge Base, etc and can request services. They can create a request, view it and modify it. These are typically your "users", people that put in tickets and things like that looking for help from IT

Approver - Has all the rights included above but has the additional right to approve/deny requests assigned to them. This is a pay license. It is typically for managers or budget people to approve requests that cost money. It can also be used for Change Advisory Board members. Basically any person that needs to approve/deny a request should have this license

Fulfiller - Top level, most access account. Reserved for users that will actively be working on records, moving them between groups, closing them out etc. If you're using ServiceNow in mostly an IT use case, all your technicians, engineers and basically anyone that can be "assigned" a ticket should have this level of licensing. It is the most expensive (i think) but also gives the potential for the most access to the platform.  

Furthermore you need to contact your sales rep for prices

[Arnab Karak]

Service Now is changing it's licensing policy and to know further you should contact the HI portal. One new license has been introduced. If you create a fully new application, the licensing cost for the users become a bit less.

As per your concern, the ITIL user have the privilege to access the most of the modules to go through the activities to perform except any changes in configuration of Service Now. That access belong to the admin only. And rest of the thing Adil has already mentioned in the above reply.

[tjschow61]

OK, it was explained to me this way.   Adil's explanation is correct, but there are different levels for each.   There are ITSM Requesters, Approvers, and Fulfillers.   There are also "runtime" Requesters, Approvers, and Fulfillers.   This pattern continues for all of the purchased plugins.   Runtime Approvers and Fulfillers are people who use the custom applications you create and there is additional cost.   To me, just adding a suffix to a current term and repeating the definition is very confusing.   For instance, Fulfiller vs. Fulfiller - Runtime.   They have almost the same definition but are completely different.   An ITSM Fulfiller may NOT use ANY custom application without also being Fulfiller - Runtime.   I think there should be completely different names and definitions, or at least complete licensing information available in the documentation.   A customer should be able to read an invoice without having to guess what is meant.   For instance "Custom Application Fulfiller" would be much more useful than Fulfiller - Runtime and the definitions should not be vague.

[tjschow61]

My apologies, the term is "Fulfiller - Platform Runtime" not "Fulfiller - Runtime."