In ServiceNow,rolesdetermine what users can see and do within the platform.
The IT useronly sees the Self-Service homepageinstead of the full ServiceNow interface, including task records.
This suggests that their accountdoes not have the necessary role(s) to access task records.
Issue:Why the Correct Answers?D. Their user account does not have the itil role
Theitil roleis required to work with ITSM task records (e.g., Incidents, Problems, Changes).
Without this role, usersonly have access to the Self-Service portal.
E. Their user account does not belong to any groups, which contain the itil role
Even if a user is not directly assigned theitil role, they can inherit itthrough a group membership.
If theiruser account is not part of an ITSM-related groupthat has theitil role, they will not be able to access tasks.
A. Their user account failed LDAP authentication →Incorrect
If LDAP authentication failed, the userwould not be able to log in at all.
In this case, theyare logged in but only see Self-Service, meaning authentication is not the issue.
B. Their user account is not logged in properly →Incorrect
If the login was incorrect, they would belogged out or receive an error message.
The issue here isa lack of permissions, not a login failure.
C. Their user account was not approved by their manager →Incorrect
Manager approval is not required for standard ITSM roles and access.
Why Other Options Are Incorrect?
User Roles in ServiceNow
Assigning Roles and Group Memberships
Official ServiceNow Documentation Reference:
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