What are the roles that come with ITSM standard?

[MohsinH]

Hello ServiceNow Community, 

I'm trying to figure out what roles come with ITSM standard (not pro or enterprise). Anyone have a simple way to figure this out?

Thanks

[Bhimashankar H]

Hi @MohsinH ,

Typical ITSM Standard roles include:

• itil (ITIL fulfiller): Manage incidents, problems, changes, and tasks.

• itil_admin (Admin/Fulfiller+): Enhanced privileges on ITIL processes.

• incident_manager: Manages incident processes and major incidents.

• problem_manager: For Problem management leadership.

• change_manager: For Change approval and oversight.

• knowledge and knowledge_admin: For managing or administering the knowledge base.

  • catalog, catalog_admin, catalog_editor: Service Catalog access and management.

• Access /license_role_list.do in your PDI’s navigation/filter. This table shows which roles are considered “licensed” for your modules.

Check out the Tip! To identify the licensed Roles article from community & ITSM Roles - ServiceNow Docs 

Thanks,
Bhimashankar H

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[Bhimashankar H]

Hi @MohsinH ,

I hope you saw my reply. 

If my response points you in the right directions, please consider marking it as 'Helpful' & 'Correct'. It will help future readers as well having similar kind of questions and close the thread.

Thanks,
Bhimashankar H

[MohsinH]

I'm looking for a little more exhaustive list. Wasn't able to pull up anything with /license_role_list.do on my PDI either. Trying to find all the roles in with ITSM standard license.

[Bhimashankar H]

Did you Checked the links mentioned in my original reply; it has official documentation from ServiceNow, there you can check by module by module.

Thanks,
Bhimashankar H

[MohsinH]

I do appreciate your help Bhimashankar. But the file on the first link you sent has no mention of ITSM. The second link you sent, I'm not able to find that plugin, but also it appears to be exclusive to incident management anyway. I'm trying to find the roles for all ITSM modules.