ServiceNow Certified System Administration Practice

What application is available to all users in ServiceNow?

1. Self-Service

2. Incident Management

3. Change Management

4. Knowledge Management

The correct answer is: Self-Service

The Self-Service application is available to all users in ServiceNow because it is designed specifically to provide a user-friendly interface for individuals accessing the system without needing special permissions. It allows users to perform actions such as reporting incidents, submitting service requests, and accessing knowledge articles. This accessibility is crucial in empowering users to manage their own service inquiries and issues without needing to go through a support team, which enhances user satisfaction and operational efficiency. In contrast, the other applications listed—Incident Management, Change Management, and Knowledge Management—are often restricted to specific roles within the organization. Incident Management, for example, typically involves a set of permissions that ensures only certain users can create or manage incidents, focusing on service desk personnel and other support roles. Change Management similarly requires permissions to implement and approve changes, while Knowledge Management is usually controlled to maintain the integrity and accuracy of knowledge articles. Therefore, these applications are not universally accessible to all users like the Self-Service application.