What additional capability does the itil_admin role have compared to the itil role?

The itil_admin role has elevated permissions that go beyond the capabilities of the itil role, specifically in areas involving management and maintenance of records. One of the critical additional capabilities is the ability to delete incidents and related records. This level of access is crucial for maintaining data integrity and ensuring that the service management system operates smoothly, as administrators may need to remove erroneous entries, test cases, or outdated records in order to streamline processes.

Unlike the itil role, which typically has limited permissions focused on managing incidents (like creating or updating them), the itil_admin’s ability to delete records signifies a higher level of trust and responsibility within the IT Service Management framework. The itil_admin is expected to handle sensitive data and perform actions that can significantly affect the overall service management system. The other options do not reflect permissive actions that are typically afforded to the itil_admin role within the ITIL framework. Generating reports or closing major incidents may still be possible with both roles, but deletion of records is a specific administrative task typically reserved for users with admin-level access.