To allow incident record creation by agents, which role must be granted?

• A. read role for incident
• B. itil role
• C. snc_intemal role
• D. sn_customerservice.itsm_contributor role

Answer: (B)

Granting the ITIL role provides the write access to the Incident table needed to create new records. In ServiceNow, ITSM functions like incident management rely on the ITIL role as the baseline permission that enables agents to create, update, and manage incidents. A read-only role would allow viewing but not creating, and the other roles are not the standard ones that grant the necessary write access to incidents. Therefore, the ITIL role is the appropriate grant to allow incident record creation by agents.