ServiceNow Certified System Administration Practice

What can roles in ServiceNow control?

1. Data retention policies

2. User permissions and access to features

3. Incident response times

4. Service desk ticket prioritization

The correct answer is: User permissions and access to features

Roles in ServiceNow are a fundamental aspect of how the platform manages user access and security. They define what actions users are permitted to perform and what data they can access within the system. Specifically, roles control user permissions and access to various features of ServiceNow, which includes the ability to view records, create or modify data, and access specific applications and modules. For instance, an administrator can assign roles to users based on their job functions, ensuring that sensitive information is only accessible to those who need it. This role-based access control is crucial for maintaining security and compliance within the organization. Other options relate to functionalities or processes that are not directly controlled by roles. Data retention policies, while important, are governed by different settings and compliance rules. Incident response times are determined by SLA configurations and workflow processes rather than user roles. Similarly, service desk ticket prioritization is influenced by business rules and SLAs, not directly by the roles assigned to users. Hence, the control over user permissions and access to features is the core functionality provided by roles in ServiceNow.