"Key Users" best practices for managemnet assigned roles for this speciales usesr.

[diego9]

Hello everyone,
I am looking for a specific note that talks about how to manage the roles and what roles must be given to the users called "Key Users" (KU), these users must be able to create, assign, search and move freely within from the servicenow instance, but they are not from the IT team. So I consult this great community: is there a specific note or document with recommendations on how to manage this group of users and their roles?

In a nutshell, the best practices for managing "Key Users" and their permissions.

Thank you so much.

Diego Cañete, Argentina.

[Slava Savitsky]

There is no role for that in the base system. You need to create one and configure ACLs as needed according to your specific requirements.

[John Anderson]

We use the out of the box 'ITIL' role for this which basically grants access to the ServiceNow Analyst View. This allows users to work with Incident, Request and Change etc. You can check the permissions of this role to make sure it doesn't more than you'd like.

It's also worth checking your license model before doing this as granting access to the Analyst View can have license implications depending on your model. 

[diego9]

Thank you John and Slava for answering my query,

In short, there is no official ServiceNow note that defines a role template for the so-called "KEY USERS", users that are advanced and need to have special access with special roles, and there is no recommendation or best practice.

Did I understand correctly?

[Slava Savitsky]

Yes, that's correct. There is no standard role for Key Users in ServiceNow. The concept of Key Users (or Power User as they are sometimes called) is very different from organization to organization. Therefore, if you want a dedicated role with permissions specifically configured in a way that corresponds to the Key Users concept as it is defined within your company, you will need to set it up yourself from scratch.