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ServiceNow

CSA · Question #336

What are the 5 provided Roles by ServiceNow?

The correct answer is A. System Administrator: The admin role provides access to all platform features, applications, B. Specialized Administrator: Specialized administrator roles manage specific functions or C. Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, D. Approver: Users with the Approver user role can perform all requester actions and may view or E. Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can. ServiceNow provides five key standard roles: System Administrator, Specialized Administrator, Fulfiller (ITIL), Approver, and Requester (ESS), each designed for specific access and responsibility levels.

Submitted by rania.sa· Apr 18, 2026Database Management and Platform Security

Question

What are the 5 provided Roles by ServiceNow?

Options

  • ASystem Administrator: The admin role provides access to all platform features, applications,
  • BSpecialized Administrator: Specialized administrator roles manage specific functions or
  • CFulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow,
  • DApprover: Users with the Approver user role can perform all requester actions and may view or
  • ERequester: Also known as Employee Self Service (ESS) users, these users have no roles but can

How the community answered

(22 responses)
  • A
    100% (22)

Why each option

ServiceNow provides five key standard roles: System Administrator, Specialized Administrator, Fulfiller (ITIL), Approver, and Requester (ESS), each designed for specific access and responsibility levels.

ASystem Administrator: The admin role provides access to all platform features, applications,Correct

The System Administrator (admin) role grants comprehensive access to all platform features, applications, functions, and data, providing full control over the instance.

BSpecialized Administrator: Specialized administrator roles manage specific functions orCorrect

Specialized Administrator roles (e.g., `knowledge_admin`, `catalog_admin`) are designed to manage specific functions, applications, or areas of the platform without full admin privileges.

CFulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow,Correct

The Fulfiller role (typically `itil`) is assigned to users who actively participate in IT service management processes, such as resolving incidents, managing problems, or fulfilling requests.

DApprover: Users with the Approver user role can perform all requester actions and may view orCorrect

The Approver role allows users to view, approve, or reject requests and tasks that require their authorization, without necessarily being a fulfiller.

ERequester: Also known as Employee Self Service (ESS) users, these users have no roles but canCorrect

The Requester role, also known as Employee Self Service (ESS) user, typically has no specific roles but can access the Service Portal to submit requests, view articles, and track their own items.

Concept tested: Standard ServiceNow roles

Source: https://docs.servicenow.com/bundle/utah-platform-administration/page/administer/user-administration/concept/c_StandardRoles.html

Topics

#ServiceNow Roles#User Management#Access Control#Platform Security

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