Non Admin account and Admin account

[Matt J Thomas]

Good Afternoon ServiceNow colleagues. I have been using one account (admin role) for all ServiceNOW activities and have been tasked to find a way to have two accounts for myself and my team (one itil account and one admin account). However, we are not sure how to begin. From most of my reading a normal user cannot impersonate an admin role and regular users do not have the impersonation option. We are an SSO shop by the way thus signing out and signing back in is not an option either. Any suggestions would be greatly appreciated. 

[Dr Atul G- LNG]

Hi @Matt J Thomas 

If you have SSO, then you shouldn't create two accounts for the same user, as two accounts will consume two licenses. Also, an ITIL user or a user with a lower role can't impersonate an admin user. In production, we don't assign the impersonate role. If there's a valid use case, then allow the impersonate role temporarily; otherwise, it should not be permitted.

[Luiz Lucena]

Here at the company, we also use SSO. 

I have my SSO account as admin and also a ServiceNow local account as admin as well, in case SSO is down for any reason. Think of this as a backup account. 

Having a second account (ITIL only) for you, will consume an unnecessary license, but is a company decision in the end anyway.