What is the definition of group?

[haruna naka]

I want to know the definition of group.

I think that group is team of users. Is it correct?

If someone knows, let me tell. Thanks.

[Tommy SN Sahlin · Accepted solution]

Hi haruna,

groups in ServiceNow can have many different functions and purposes. It can be a team of users as you say, to manage assignment of transactions like incidents, requests etc, as well as ownership and responsibilities for services, CIs etc in CMDB, groups can also be used for managing approvals, and are also used as a mechanism to assign roles (permissions) to users... and much more. I suggest you start here in the ServiceNow documentation:

https://docs.servicenow.com/bundle/tokyo-platform-administration/page/administer/users-and-groups/co...

cheers, hope that helps  /Tommy

[RM26]

Hi. In ServiceNow a group is a set of users who share a common purpose.

[Sagar Pagar]

A group is a set of users who share a common purpose.

Groups may perform tasks such as approving change requests, resolving incidents, receiving email notifications, or performing work order tasks. Any business rules, assignment rules, system roles, or attributes that refer to the group apply to all group members automatically. Users with the user_admin role can create and edit groups.

Refer this docs - User Administration

[Ash-ITSM]

As mentioned by responders above already, a 'Group' is a collection of individuals with common expertise, organizational/department capabilities, skills and abilities, roles/rights (this is a great guide: https://community.servicenow.com/community?id=community_blog&sys_id=eabdeaa9dbd0dbc01dcaf3231f961964).

To add to the input from others above, it is essential to consider the following when building your 'Group' strategy, if you get this wrong early on, you'll be constantly restructuring or having to tackle challenges as you move forward.

• Name your groups accordingly, build a naming convention which clearly identifies the group, focus of expertise/topic, and tier of the group, i.e. 'SD-Europe-L1' which would identify a Service Desk group, focused on the European region, representing 1st Line. You could then have 'SD-Europe-L2', to represent the 2nd Line, and so on. It is important to document your naming conventions.
• Don't assign permissions/roles to individual people, always assign them instead to a Group, this simplifies administration, reduces overhead/time and makes it simpler to delegate responsibilities within the organization.
• Keep your groups limited, don't have thousands of Groups unless absolutely necessary, groups will evolve over time, but the more groups that you have, the more that you'll be restructuring and reorganizing.
• Keep group names fairly short, focused and to the point, lengthy Group names can cause end-user confusion within the UX.
• Avoid having too granular Groups, for example consider having a 'SD-SME-OS' group instead of having two groups called 'SD-SME-Windows' and 'SD-SME-Linux', this depends on the size of your teams of course, and your automation needs in terms of assignment/approvals too.
• Groups should never contain just a single member, instead consider merging the group with another group of appropriate topic/focus.

There are many many more rules, which need considering and it is essential that before you define your Group structure/strategy, you document all of this as your 'Policy' for how they are to be managed moving forward.

I hope that this helps, please mark as 'Helpful' if so.

Thanks, Ash
ServiceNow