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SERVICENOW ADMINISTRATION

Users, Groups and Roles: Practical Guide

Understand how ServiceNow access is organised and how users, groups and roles work together.

Updated 28 Aug 2026 · 6 min read
User and group fundamentalsRole inheritancePractical access examples

The simple model

A user represents a person who can access the platform. A group brings users together for a shared responsibility. A role grants permission to use platform capabilities.

  • User: who is using the platform
  • Group: which team the user belongs to
  • Role: what the user is allowed to do

How roles reach a user

A role can be assigned directly to a user, but group-based assignment is easier to govern. When a role is assigned to a group, every active group member receives that role through inheritance.

  • Prefer group-based role assignment
  • Avoid unnecessary direct roles
  • Review group membership regularly

Interview scenario

If a fulfiller moves from one support team to another, update the group membership instead of repeatedly changing individual roles. This keeps access aligned with team responsibility and makes auditing easier.

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