Personas and roles for Service Exchange for Providers (legacy)

Learn about the roles, skills, and tasks for the different personas in the Service Exchange for Providers application.

Overview

A persona role is a pre-configured role in the application that is made up of multiple granular roles. The persona roles are designed to correspond to the common job titles for managers, analysts, and service owners in an IT organization. If you want your users and groups to have more access than a role permits, you can add more granular roles to your users and groups. If you want to limit the access for specific users and groups at the task level, you can remove the granular roles. Also, you can build custom roles to suit your needs.

Table 1. Personas and roles

Persona	Skills	Tasks	Roles
Application developer	Is a certified ServiceNow administrator Is a certified ServiceNow application developer	Creates provider records Creates and maintains Service Exchange remote catalogs Creates and maintains record producers that are associated with remote catalogs Creates and maintains Flow Designer flows to determine the request fulfillment processes Publishes Service Exchange remote catalogs to the customer's instance	admin
System administrator	Is a certified ServiceNow system administrator	Configures and validates the Instance Data Replication configuration Completes the Service Exchange registration requests Approves the Instance Data Replication (IDR) configuration Assists the customer's system administrator in creating a provider record	admin ebonding_admin
Customer care agent	Has customer care agent skills	Resolves customer questions and issues Engages in network operations when needed	itil sn_nowebonding.requestor sn_customerservice_agent incident_read​ problem_read​ change_read