The itil role enables the user to perform actions related to incident, problem, change, and

configuration management. This role is part of the ITIL framework, which is a set of best practices for

delivering IT services. According to the ServiceNow documentation1, the itil role can do the

following:

Create and update incidents, problems, and change requests

View configuration items (CIs) and their relationships

Add comments and work notes to tasks

Approve or reject change requests

Close resolved incidents and problems

Reopen closed incidents and problems

The other roles listed in the question have different functions and permissions. For example, the

procurement_user role can request and track hardware purchases2, the inventory_admin role can

manage stockrooms and transfer orders3, the discovery_admin role can configure and run Discovery

to populate the CMDB4, and the asset role can view and edit asset records5.

1: Incident Management - Product Documentation: San Diego - ServiceNow 2:

Procurement - Product Documentation: San Diego - ServiceNow 3: Inventory Management - Product

Documentation: San Diego - ServiceNow 4: Discovery - Product Documentation: San Diego -

ServiceNow 5: Asset Management - Product Documentation: San Diego - ServiceNow