ServiceNow Certified System Administrator — Question 241

An IT user calls the service desk because they need to work on task records. All they can see is Self Service on their homepage when they login to the ServiceNow instance. What issue could explain this? (Choose two.)

Answer options

• A. Their user account does not have itil role
• B. Their user account was not approved by their manager
• C. Their user account is not logged in properly
• D. Their user account failed LDAP authentication
• E. Their user account does not belong to any groups, which contain the itil role

Correct answer: A, E

Explanation

The correct answer A indicates that without the itil role, the user cannot access task records. Option E also highlights that lacking group membership with the itil role restricts access. The other options (B, C, D) do not directly relate to the visible permissions and capabilities within ServiceNow.