Which ServiceNow role is responsible for actions related to incident management?

The role that is responsible for actions related to incident management in ServiceNow is the itil role. This role encompasses a range of permissions that enable users to manage incidents, changes, problems, and other essential ITSM (IT Service Management) processes. Users with the itil role can create, update, and manage incidents, allowing them to effectively support and resolve issues faced by end-users.

The itil role is foundational within ServiceNow, specifically designed for IT service management functions, and is often assigned to IT support staff who need comprehensive access to ITIL processes. By having this role, individuals can participate in workflows related to incident resolution, thereby facilitating timely and organized responses to service disruptions.

In contrast, the other roles mentioned — procurement_user, sam_user, and discovery_admin — are tailored for specific tasks and areas within ServiceNow. The procurement_user role focuses on actions related to procurement and purchasing processes, the sam_user role manages software asset management-related actions, and the discovery_admin role is centered on managing the Discovery tool within ServiceNow, which identifies and tracks IT assets and their relationships. None of these roles are intended for managing incidents directly, which highlights why the itil role is the correct choice for incident management responsibilities.