ServiceNow User Roles

ServiceNow roles define what users have access to within the ServiceNow platform.

 

Overview

What are "roles" for in ServiceNow?

ServiceNow is role-based, meaning a user’s role defines what they have access to within the ServiceNow platform.

All ServiceNow users, regardless of their role, are able to:

• Submit incidents and most requests on their own behalf
• View the status of their incidents/requests
• Access Knowledge Base (KB) articles

There are currently six (6) ServiceNow user roles:

• Standard user
• IT Liaison (ITL)
• Designated Security Officer (DSO)
• Designated Provisioning Coordinator (DPC)
• Comptroller Department Security Officer (CTR DSO)
• HRCMS Core User (HRCMS Core User)

ServiceNow User Roles Defined

Standard User

A Standard user has the ability to (via the ServiceNow online portal):

• Submit incidents and most requests on their own behalf
• View the status of their incidents/requests
• Access Knowledge Base (KB) articles

Standard users require approval for:

Applications and services that have a financial-related implication, like requests for hardware and software.

Applications and services that have a security or policy-related implication, like requests for Commonwealth VPN or Microsoft O365 International Access.

IT Liaison (ITL)

IT Liaisons (ITLs) submit and/or approve requests via ServiceNow on behalf of their agency/Secretariat users.

For more information about the IT Liaison (ITL) role in ServiceNow, please visit our IT Liaison (ITL) page on mass.gov.

IT Liaison (ITL)

Designated Security Officer (DSO)

Designated Security Officers (DSOs) are responsible for ensuring compliance with the Commonwealth’s and/or Agency/Secretariat Acceptable Use and Teleworking policies, along with the Enterprise Security Policy and Standards, and any other internal Agency/Secretariat approval processes.

For more information about the Designated Security Officer (DSO) role in ServiceNow, please visit our Designated Security Officer (DSO) page on mass.gov.

Designated Security Officer (DSO)

Designated Provisioning Coordinator (DPC)

Designated Provisioning Coordinator (DPC) users have the ability to submit Human Resources related requests for their Agency/Secretariat such as User Provisioning, User Deprovisioning, and Name and Title Changes via the ServiceNow Catalog.

For more information about the Designated Provisioning Coordinator (DPC) role in ServiceNow, please visit our Designated Provisioning Coordinator (DPC) page on mass.gov.

Designated Provisioning Coordinator (DPC)

Comptroller Department Security Officer (CTR DSO)

Comptroller Department Security Officer (CTR DSO) users have the ability to submit Secure Application Request requests for their Agency/Secretariat  via the ServiceNow Catalog.

For more information about Comptroller Department Security Officers, please review the Office of the Comptroller's policy on Key State Finance Law Compliance Roles and Responsibilities (see section on Department Security Officers) on mass.gov.

Office of the Comptroller | Policies

HRCMS Core Users (HRCMS Core Users)

HRCMS Core Users (HRCMS Core Users) have the ability to submit HR/CMS related requests for their Agency/Secretariat via the ServiceNow Catalog, including:

• HRCMS HR
• HRCMS Payroll
• HRCMS Time & Labor
• HRCMS Time Collection Device

HRCMS Core Users can only be added by Comptroller Department Security Officers (CTR DSOs) using the Secure Application Request Catalog item in ServiceNow. 

Secure Application Request | mass.gov

ServiceNow User Roles - Quick Reference