Personas and roles for Service Exchange (legacy)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Learn about the roles, skills, and tasks for the different personas in the Service Exchange application.

    Overview

    A persona role is a pre-configured role in the application that is made up of multiple granular roles. The persona roles are designed to correspond to the common job titles for managers, analysts, and service owners in an IT organization. If you want your users and groups to have more access than a role permits, you can add more granular roles to your users and groups. If you want to limit the access for specific users and groups at the task level, you can remove the granular roles. Also, you can build custom roles to suit your needs.

    Table 1. Personas and roles
    Persona Skills Tasks Roles
    System administrator

    Is a Certified ServiceNow system administrator
    • Creates provider and connection records
    • Activates the Instance Data Replication consumer replication set
    • Installs the Service Exchange applications
    • Publishes the record producers to the service catalog
    • admin
    • service bridge_admin
    Service Bridge Requester Is an IT administrator
    • Responsible for some form of IT service that is either completely or in part supported by one or more external vendors
    • Requests and monitors the service requests that are placed with the external provider from their own instance
    • itil
    • sn_nowservice bridge.requestor