Roles and Processes in ServiceNow Management
Explore the roles like Requester, Approver, Fulfiller, and Major Incident Manager in ServiceNow, understanding their permissions and responsibilities. Discover how processes such as Assignment Group Management and ServiceNow requests are handled in the platform.
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Presentation Transcript
Roles and Processes What you have permissions for, what you are responsible for, and how we will manage processes in ServiceNow
Roles Requester, Approver, Fulfiller, Major Incident Manager
Requester Role Also known as end user, stakeholder and/or Caller Anyone who submits a request, incident, or change, or consumes knowledge articles Anyone with an onyen has access to ServiceNow with this role 3
Approver Role Anyone who needs to approve a request or change Fulfillers have this role also, but this can be a separate role for users who only need to approve, and don t need to work records Functional managers Business managers/office 4
Fulfiller Role Anyone who needs to work incidents, service requests, changes Everyone who is in an Assignment Group Responsible for updating records with work done to resolve incidents, requests, changes Has access to fulfiller view, not just self-service portal https://.uncch.service-now.com after go-live 5
Major Incident Manager Role ITS Operations Center Manages critical business service outages Determines what qualifies as a Major Incident Updates status on portal and its-status page Communications and conference bridges for Major Incident lifecycle 6
Processes Assignment Group Management, ServiceNow requests, Tasks
Assignment Group Management Assignment Group = Queue Queue coordinator Operational role Responsible for managing incoming incidents and requests Can be rotational, multiple people Up to group to decide how it s managed Fulfillers can send to ANY Assignment Group in ServiceNow Records may be mis-routed Update work notes if mis-routed 8
ServiceNow request process ServiceNow service request Focus for up to 60 days post go-live will be operational changes, adding service requests that were previously in Remedy Governance committee for high impact requests to prioritize 9
Tasks in Incidents, Requests, and Changes Requests are made up of Items and Tasks Departmental processes need to be created for how to utilize tasks in Incidents and Changes 10
Practice Management Each practice has defined processes, roles, responsibilities Incident Change Request Configuration Knowledge 11
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