Creating and Managing Users

Creating and managing users is one of the most frequent tasks in ServiceNow administration. Whether it’s adding a new employee, disabling an old account, or updating someone’s details, this is where good user management keeps your instance clean, secure, and functioning smoothly.

What is a User in ServiceNow?

In ServiceNow, any person who can log into the system, an employee submitting requests, an IT agent closing incidents, or an admin setting up modules, is considered a user. Each individual who logs on to the platform needs a user record that determines who they are, what they can do, and how the system will respond to them.

User information is retained in the sys_user table and forms the basis of permissions, task allocation, and identity throughout the platform.

Every user profile holds valuable information like:

User ID – the login name

Email – for notification and workflow communication

Name – shown throughout records, tasks, and approvals

Active status – governs log-in access

Roles – specifies what the user can see

Groups – determines team membership and inherited permissions

Department, Manager, and Location – for organizational layout

Users can be added directly (as local user accounts) or via SSO, LDAP, or third-party connections. After creation, the user record becomes the identity that is used for anything from raising tickets to approving changes.

Let’s start with how to create a user in ServiceNow.

How to Create a New User in ServiceNow?

To create a user manually in ServiceNow:

Steps to Follow:

1. Go to the Application Navigator
2. → User Administration
3. → Click on Users

4. Click the New button.

5. Fill out the required fields:

• User ID – unique login name (e.g., jdoe)
• First Name and Last Name
• Email
• Active (checked by default)
• Password (if using local authentication)

6. Click Submit to save the user record.

Table: All users are stored in the sys_user table.

Tip: Use clear naming conventions for user IDs. Avoid generic names like “user1″—use something traceable, like ram.sharma.

Managing User Profiles in ServiceNow

Once a user is created, you can open their record at any time to:

• Update contact details (email, phone, etc.)
• Change the assigned department or company
• Add or remove roles
• Update group memberships
• Lock the user account (temporarily block access)

To edit:

Go to User Administration → Users, search and open the user record, and make changes as needed.

How to Deactivate a User?

When someone leaves the company or no longer needs access, it’s important to deactivate—not delete—their user account.

Steps to Deactivate a User:

1. Open the user record
2. Uncheck the Active checkbox
3. Click Update

Pro Tip: Never delete user records unless you’re sure it’s a duplicate or test account. Deactivation keeps historical data safe and maintains audit trails.

How to Add Roles to a User?

Sometimes, you’ll need to manually assign roles to a user (although assigning through groups is recommended).

Steps:

1. Open the user record

2. Scroll down to the Roles related list

3. Click Edit
4. Choose roles from the list, click Add →, then Save

Use this only when there’s a specific reason the role can’t be inherited via a group.

How to Add a User to a Group?

Assigning users to groups allows them to inherit all the group’s roles and permissions.

Steps:

1. Open the user record
2. Scroll to the Groups related list
3. Click Edit
4. Select groups from the list, click Add →, then Save

Group membership also controls which tasks or approvals may be assigned to the user.

Creating Local vs External Users

• Local Users: Created directly inside ServiceNow using the steps above. Common for small setups or testing.

• External Users: Pulled from systems like LDAP, SSO, or created via API integrations. These users are usually managed outside of ServiceNow but can still log in and perform tasks.

For training or sandbox environments, you’ll mostly deal with local users.

User Management Best Practices

To keep your instance clean, secure, and efficient:

• Always deactivate, don’t delete, users
• Assign roles through groups wherever possible
• Maintain a standard for user IDs (e.g., firstname.lastname)
• Regularly audit user records and access
• Lock accounts temporarily instead of removing access in emergencies
• Set up departments and companies for better reporting

What’s Next?

In the next chapter, we’ll dive into Group Creation and Management. You’ll learn how to structure teams, manage the group level, and keep access organized across departments.

Let’s move ahead!

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