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ServiceNow Group Management & Agent Access to ITSM Modules

KB0011343  -  Latest Version
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21.0 - Updated on 2024-01-22 by Jennifer Domnick

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6.0 - Updated on 2021-12-20 by Bryce Clodfelter - ADMIN

5.0 - Updated on 2021-08-05 by Anika Rally

ServiceNow Group Management: Key Roles

A ServiceNow 'group' is a set of users who share a common purpose. Groups may perform tasks such as approving change requests, resolving incidents, receiving email notifications or performing work order tasks.

When a group is established, it is assigned a MANAGER and a DELEGATE.  The Manager is accountable for maintaining the group and ensuring that a separate Delegate is named to manage the group when the Manager is absent.  

Manager

The manager can add members to the group, and has elevated privilege's to make edits to the following fields:


Delegates

Delegates are selected by the group manager and have the ability to add members to the group. (A group may have multiple delegates).

Licensing

In most cases, a license is required use the ServiceNow platform. Various modules have their own license/cost structure.

IT Service Management (ITSM) Licenses via Group Membership:

When adding a new user to an existing ITSM group, an ITIL license will be automatically assigned to the user. The license incurs a monthly cost, which will be reflected in the billing or cost allocation process established by your local IT Director, Bookkeeper or Business Services Manger and OIT. NC State employees can access cost information via the IT Service Portfolio, ServiceNow Service Offering under the 'COSTS' tab.

Questions can be sent to the ServiceNow platform team at ‘Help With This Service.’


Accessing Your Group

Managers can access and edit their groups via the My Managed Groups link in the Manager Services section of the ServiceNow navigation

.

To view the list of delegates assigned to your managed groups or the description of the group you must personalize the list:

Click on the gear:

 

Find "Delegates" in the 'Available' column and click the arrow to move it to the 'Selected' column.  Do the same with "description":

Add/Change Delegates

From the 'list view' choose the group you wish to modify. Scroll to the delegates section and click the 'lock icon' to 'Unlock Delegates.'

 

Use the search feature to find your delegate (must have a Unity ID).

 

Adding A Member To A Group

If the user being added already has an ITIL license they can be added to a new group(s) at no cost. 

If the user being added does not have an ITIL license the first group they are added to will become their default workgroup, and will incur the charges for that license.

Removing a User From a Group

You can remove users in an almost identical way.

Removing a Users License (Default assignment Group)

If you are the manager of the group paying for a user's license, you can remove all of their groups, and their license.

Switching a User's Default Assignment Group

Links to ServiceNow Environments

Once end users have been added to an assignment group by the assignment group owner, they can access the ServiceNow platform using the this link:

https://ncsu.service-now.com

Advanced access, such as developer access can be requested using the ServiceNow Access Request Process.

 

Affected products  ServiceNow Platform
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