Groups are collections of ServiceDesk users. The use of groups lets you assign permissions more efficiently and helps simplify the ongoing administration of ServiceDesk permissions. Instead of assigning permissions to each user individually, you can specify the permissions for a group. The permissions for a group are valid for each user who is a member of that group. ServiceDesk permissions are almost always granted at the group level rather than at the user level.
When you apply permissions to groups, you do not have to edit the permission settings for the individual users. The permissions changes that you make at the group level are updated for every user who is a member of that group.
You can use the default groups that are provided with ServiceDesk, create new groups, or import groups from Active Directory.