In ServiceNow, aGroupis acollection of userswho share common responsibilities and access rights within the system. Groups are primarily used to facilitate:
Role-Based Access Control (RBAC):Assigning roles and permissions collectively to a set of users.
Task Assignment:Groups can be assigned to handle incidents, change requests, and approvals.
Notification Management:Groups can be used for sending system notifications to multiple users at once.
C. A collection of users
Agroupin ServiceNow consists of multiple users who work together on tasks, approvals, or system activities.
Groups simplify user administration by allowing permissions and responsibilities to be assigned collectively instead of individually.
Examples of groups:
Service Desk(handles incident tickets)
Change Advisory Board (CAB)(approves change requests)
HR Team(manages HR cases)
A. An escalation pod
ServiceNow doesnotuse the term"escalation pod"to define a group.
Escalations are handled through priority rules and workflows, not groups.
B. A department
Adepartmentis an organizational unit (e.g., HR, IT, Finance), while agroupis a functional collection of users.
Departments and groups are separate entities in ServiceNow.
D. A collection of subject matter experts
While some groupsmayconsist of SMEs, this isnot the definitionof a group.
Groups can have users of different expertise levels, not just experts.
E. A team of users
Although groups may act as "teams," the officialServiceNow definitionof a group isa collection of users, which is more precise.
"Team" is a more informal term, while "group" is the structured term used in the platform.
[References:Official ServiceNow Documentation:Groups and Users, ServiceNow Administration Guide:User and Group Management, , ]
