In ServiceNow, roles determine what users can see and do within the platform.
The IT user only sees the Self-Service homepage instead of the full ServiceNow interface, including task records.
This suggests that their account does 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
The itil role is required to work with ITSM task records (e.g., Incidents, Problems, Changes).
Without this role, users only 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 the itil role, they can inherit it through a group membership.
If their user account is not part of an ITSM-related group that has the itil role, they will not be able to access tasks.
A. Their user account failed LDAP authentication → ❌ Incorrect
If LDAP authentication failed, the user would not be able to log in at all.
In this case, they are 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 be logged out or receive an error message.
The issue here is a lack of permissions, not a login failure.
C. Their user account was not approved by their manager → ❌ Incorrect
Why Other Options Are Incorrect?
Official ServiceNow Documentation Reference:
