Need of ITIL role and license

[mp31]

Hi All, Just wanted to know what all ServiceNow modules and applications do need 'itil' role in ServiceNow? We have developed one scoped application and is available on serviceNow store for download free of cost. This application has some features around REST integrations, Service catalog, Workflows, RITM, REQ, Approvals Incident, Email notifications, Service Portal. CAn you please confirm if any of these modules requires 'itil' role?

[Megha Padale]

Hi,

Check this link

https://community.servicenow.com/community?id=community_question&sys_id=ad0f0fa1dbdcdbc01dcaf3231f96...

If my answer helped you in any way, mark answer as helpful and correct.

Thanks and regards,

Megha.

[Gaurav Shirsat]

Hi MP3

I would like to add few points with Namrata

only users with the itil role can have tasks assigned to them.

Possesses more privileges than the itil role and is intended for team leads.

This Role has the ability to delete incidents, problems, changes, and other related entities when both the itil and itil_admin roles are assigned.

ITIL role -Can perform standard actions for an ITIL helpdesk technician. Can open, update, close incidents, problems, changes, configuration management items. By default, only users with the itil role can have tasks assigned to them.

in the below link you will get the detailed description of all Base System Role:-

https://docs.servicenow.com/bundle/helsinki-servicenow-platform/page/administer/roles/reference/r_Ba...

Need of ITIL Licensing:-By adopting the ITIL framework, companies ensure that their services are delivered according to a set of consistent, well-defined processes that incorporate best practices and processes, resulting in a predictable level of service for users.

https://community.servicenow.com/community?id=community_question&sys_id=2ec183a9db98dbc01dcaf3231f96...

Please Mark Correct and Helpful

Thanks and Regards

Gaurav Shirsat