ServiceNow Certified System Administration Practice

What are the four built-in roles in ServiceNow?

1. System Admin, Specialized Admin, User, Guest

2. System Admin, Specialized Admin, ITIL, ESS

3. Admin, IT Support, Developer, User

4. ITIL, Developer, User, External

The correct answer is: System Admin, Specialized Admin, ITIL, ESS

The selection of built-in roles in ServiceNow is crucial for managing user permissions and capabilities within the platform. The four prominent built-in roles are typically recognized as: 1. **System Admin**: This role has the highest level of control over the ServiceNow instance, enabling the user to configure and manage all aspects of the system, including security, user roles, applications, and other foundational settings. 2. **Specialized Admin**: This role is often tailored for specific administrative tasks, allowing focused management of certain modules or applications. While it may have permissions akin to those of a System Admin in specific areas, it lacks the comprehensive access characteristic of the System Admin role. 3. **ITIL**: This role is designed for users involved in IT service management processes. The ITIL role provides access to functionality required for incident, problem, and change management, aligning with ITIL framework practices to ensure effective IT service delivery. 4. **ESS (Employee Self-Service)**: This role allows general users to access self-service features, where they can track their requests, view knowledge articles, and manage their user profile. The ESS role supports the end-user experience by empowering users to resolve issues and access services without needing direct IT assistance. These roles ensure a