Configuration Management Database (CMDB)
ServiceNow workgroups are containers for users that have similar purposes or functions. For example, the workgroup UIT Service Desk contains the names of all Tier 1 Service Desk staff, ensuring each member is notified of new tickets. Workgroups simplify the management of team members, making it possible to quickly add and remove staff as needed.
Managing your workgroup is important for a number of reasons. It ensures that members receive workflow notifications assigned to them. It is also important from both security and licensing perspectives. When a staff leaves a team and moves to another position within the University, they retain the access privileges of their previous workgroup if they have not been removed. Staff should be removed from workgroups as part of the staff off-boarding process. You should also ask if workgroup membership is still necessary for a member of your team who changes their role within your group. Removing staff from workgroups frees up licenses for others to use.
In order to manage a workgroup, you must have a ServiceNow ITIL Fulfiller License and be identified as a Group Manager.