What defines a group in ServiceNow?

A group in ServiceNow is defined as a set of users who share a common purpose. This concept is fundamental to IT service management as it allows organizations to consolidate user capabilities around specific functions or responsibilities. Groups facilitate collaboration, enabling team members to work towards a shared goal, whether that goal is providing support, managing incidents, or delivering services.

This definition emphasizes the organizational aspect of groups, highlighting the importance of teamwork and cooperation in achieving business objectives. By assigning users to groups based on their roles, skills, or functions, ServiceNow helps streamline processes, improve communication, and enhance overall service delivery.

In contrast, the other options do not accurately capture what constitutes a group in this context. A collection of service requests pertains more to the management of service offerings rather than the collaboration among users, while a defined list of roles refers to specific responsibilities rather than user collaboration. Lastly, a set of IT resources would relate more to assets or infrastructure rather than the user base that implements services. Thus, the correct choice reflects the social and organizational structure intended by the grouping of users in ServiceNow.