Spinning Up ServiceNow: IT Service Managers' Guide to Successful User Adoption

© Gabriele Kahlout 2017

Gabriele Kahlout, Spinning Up ServiceNow, 10.1007/978-1-4842-2571-4_9

9. Confidentiality

How to control access on a need-to-know basis without hindering cross-team collaboration

Gabriele Kahlout¹ 

(1)Doha, Qatar

When on-boarding new teams and people to ServiceNow one key issue that you will have to confront is that of confidentiality . Who sees what will be a key question of every new team bringing their daily work life to ServiceNow.

In ServiceNow every user with the ITIL role can search, view, and modify any ticket in the system. First-time users of ServiceNow unaccustomed to such openings will find it discomforting.

Before ServiceNow, they were used to controlling the visibility of their communications and issues in mailboxes ...