There are change templates showing on the service portal for all users even when there is a user criteria that restricts it only to ITIL users.
Release or Environment
The user criteria was defined only on the 'Category' level but not on the 'item' level
The user criteria was defined only on the 'Category' level and not on 'item' level.
Due to this reason, the category will not be visible but they can access the items inside the category if they open to the item link directly.
The reason behind not cascading the category level user criteria to the items is because the items can be part of multiple categories and therefore it will not be appropriate to cascade the category level user criteria to the item.