How Servicenow determine the process users in our environment?

[vprakash]

Is there any report we can use.

[Kumar Tella]

Correct, there is a confusion between process and licensed users. Any role (except User role) consider as Licensed User.

[snehbandh12]

Hi Kumar,

On Similar lines, I wanted to know if ITIL user is counted as a fullfiller or approver or requestor.

It is not clear from the definitions where would an ITIL user fit in the current classification.

Thanks

Snehal

[Kumar Tella]

ITIL user can be a fulfiller or approver or requestor but not all requestors or approvers are ITIL users. A selfservice (ESS) user can request an item or create an incident or approve a change request.

[lilianm_vel]

In Fuji, Description for "user" role is: Available for customer use. Has no function out-of-box, but users with this role will be counted as licensed fulfillers.

So people with user role seems to be counted as licensed.

[David Christian]

In Fuji, does that mean that if someone is just an approver with the role of approver_user then that is a licensed user and is the same as someone with the full ITIL role? I only ask because we are currently developing our Service Catalog but it sends approvals out to people who do nothing in ServiceNow other than approve some things.