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ServiceNow User Roles

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

 

    Table of Contents

    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 four (4) ServiceNow user roles:
    • Standard user
    • IT Liaison (ITL)
    • Designated Security Officer (DSO)
    • Human Resources (HR) 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)

    Human Resources (HR) User

    Human Resources (HR) users will have the ability to submit provision and deprovision requests for their Agency/Secretariat users via the ServiceNow Catalog.

    Please be advised that this is a relatively new role; more information coming soon!

    ServiceNow User Roles - Quick Reference

    A table comparing the ServiceNow user roles, including what types of requests they can make, and their level of responsibility.

    Contact

    Phone

    EOTSS End User Service Desk (844) 435-7629

    24x7x365 support for Commonwealth end users

    CommonHelp IT Service Desk (866) 888-2808

    for agency/Secretariat IT help desks and support personnel

    Online

    EOTSS End User Service Desk Log in to ServiceNow 
    CommonHelp IT Service Desk commonhelp.desk@mass.gov
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