🔍 What is impersonation in ServiceNow?

"impersonation" is a feature that allows authorized users, typically system administrators, to temporarily assume the identity of another user.

➡ Purpose:

- The primary purpose of impersonation is for testing and troubleshooting. It enables administrators to see and interact with the ServiceNow platform exactly as another user would.
- This is crucial for verifying user permissions, roles, and access controls.

➡ Functionality:

- When an administrator impersonates a user, they effectively "become" that user within the ServiceNow environment.
- They can access the same applications, modules, and data that the impersonated user can.
- Importantly, impersonation does not require the administrator to know the impersonated user's password

➡ Use Cases:

- Testing user roles and permissions: Ensuring that users have the correct access levels.
- Troubleshooting user-specific issues: Replicating a user's problem to diagnose and resolve it.
- Validating workflow and process behavior: Confirming that workflows and processes function as expected for different user roles.

➡ Security:

- Impersonation is a powerful tool, so it's typically restricted to administrators or users with specific roles.
- ServiceNow often logs impersonation activity for auditing purposes.