ServiceNow Demo #5 important roles impersonation #ServiceNow #skfacts
Education
Introduction
#ServiceNow #skfacts
In this session of our ServiceNow demo, we covered vital aspects of user administration, focusing on roles, groups, and the concept of impersonation. Here’s a detailed summary of what was discussed:
User Administration Overview
We began by discussing the creation of users and their assignment to specific groups with appropriate roles. The main roles discussed included:
ITIL Role (Information Technology Infrastructure Library): This role is essential for accessing incident applications. Users with this role can create incidents but lack permissions to delete them.
Admin Role: The admin role grants significant access, allowing users to create, read, update, and delete incidents and other records.
Assignment of Roles
In our practical exercise, we successfully created five users, formed a group, and granted roles that allowed users to access incident applications. A total of 30 out of 50 participants completed the assignment, demonstrating effective engagement.
Issues Faced
Several users encountered issues accessing the ServiceNow platform due to browser settings, requiring troubleshooting through specific access methods such as using incognito browsers for a clearer session experience.
Impersonation
A significant part of the session revolved around the impersonation feature available in ServiceNow. This allows a user to act as another user within the system without needing their credentials. Here’s a breakdown of how and why impersonation is used:
Testing Scenarios: For instance, if a user submits a request or raises an incident, administrators can impersonate that user to verify access permissions or test new fields created for a form without needing the user’s login details.
Access Restrictions: When a user has impersonation rights, they can impersonate any user account to conduct specific tests. However, the impersonator will be required to maintain ethical standards, ensuring they do not perform unauthorized actions.
Security Considerations: In live environments, impersonation must be handled carefully to prevent possible abuse of access, especially for sensitive or critical functions.
Important Roles Within ServiceNow
ITIL Admin Role: This role combines ITIL and Admin capabilities, allowing the user to manage incidents and perform deletion operations efficiently.
System Administrator: The system administrator role encompasses the broadest access, empowering users to perform nearly all tasks within ServiceNow.
Impersonation Role: The impersonation role allows specific users to impersonate others for testing purposes, but it excludes impersonation abilities to admin accounts.
Conclusion
As part of our continuous learning, I encourage everyone to complete outstanding assignments to reinforce your understanding of user roles and impersonation techniques within ServiceNow.
Keywords
ServiceNow, user administration, ITIL role, admin role, impersonation, incident management, roles, permissions, testing scenarios, security.
FAQ
Q: What is the ITIL role in ServiceNow?
A: The ITIL role allows users to access incident applications and create incidents but does not provide deletion permissions.
Q: What is the function of the admin role in ServiceNow?
A: The admin role provides extensive access, allowing users to create, read, update, and delete records across the platform.
Q: How does impersonation work in ServiceNow?
A: Impersonation allows a user to act as another user without needing their login credentials to test functionalities or check access.
Q: Can an impersonated user change roles?
A: No, impersonated users cannot change roles or access permissions as this is restricted to admin privileges.
Q: What is the purpose of the impersonation role?
A: The impersonation role allows specific users to impersonate others for testing purposes, but it does not enable impersonation of admin accounts.