From the course: IT Service Management Foundations: Tools
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Notable tool features highlighting ServiceNow - ServiceNow Tutorial
From the course: IT Service Management Foundations: Tools
Notable tool features highlighting ServiceNow
- [Instructor] In this video, we'll review how our ITSM tools allocate permissions. For BMC, in Helix ITSM, permission groups is the unit of access to applications and the data they contain. Broadly, the groups correspond to this hierarchy. Admin or master can recreate and modify all records. User can read, create and modify most records. Submitters can read and create records. And viewer can read records. Applications define exactly what actions can be performed and data elements controlled by each permission group. The user role may be further subdivided depending on membership in the user group to which the record is assigned or the stage of the task like assigned pending or closed. Furthermore, a user could be assigned predefined role that maps to one or more permission groups. For example, the service desk analyst role couldn't view problem release an asset records, use knowledge records and administer incident records.…
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