ServiceNow provides five primary roles that define access and permissions within the platform. These roles help structure user responsibilities and ensure that users only have access to the necessary functions.
1. System Administrator (admin)
The highest level of access in ServiceNow.
Can manage all platform features, applications, data, and configurations.
Has control over users, security settings, system properties, and scripting capabilities.
Example: A ServiceNow admin configuring new workflows, modifying tables, or setting up instance-wide settings.
2. Specialized Administrator
Manages specific applications or functionalities within ServiceNow.
Includes roles such as:
knowledge_admin (Manages Knowledge Base)
report_admin (Manages Reports)
catalog_admin (Manages Service Catalog)
Example: A Knowledge Base Administrator controlling access to articles and updating knowledge categories.
3. Fulfiller (ITIL Role)
Users with the ITIL role who perform IT Service Management (ITSM) tasks.
Can create, update, and resolve records such as incidents, problems, changes, and requests.
Example: A service desk agent handling incidents and requests.
4. Approver
Users with the Approver role can approve or reject requests, such as change requests or access requests.
Can view or modify approval records directed to them but cannot fulfill other ITIL tasks.
Example: A manager approving a new software installation request.
5. Requester (Employee Self-Service - ESS)
Basic users with no assigned roles.
Can submit requests, view their own tickets, and access public pages (e.g., Knowledge Base, Catalog).
Example: An employee submitting a request for laptop repair via the ServiceNow portal.
Why These Are the Provided Roles in ServiceNow:
These roles form the foundation of role-based access control (RBAC) in ServiceNow.
They ensure that users only access the data and functions relevant to their job responsibilities.
Additional roles can be assigned based on business needs, but these five cover the core platform functionalities.
Reference from CSA Documentation:
ServiceNow Documentation: User Roles in ServiceNow
CSA Exam Guide: Covers System Administrator, Specialized Administrator, Fulfiller, Approver, and Requester as the standard user roles.
Thus, the correct answer is:
✅ A. System Administrator, B. Specialized Administrator, C. Fulfiller, D. Approver, E. Requester