Final answer:
System Administrators usually have the permissions to create Major Issues in CSM platforms like ServiceNow, while Customer Service Managers might have this ability depending on the system's configuration. The role sn_majorissue_mgr suggests a specific permission set for managing Major Issues.
Step-by-step explanation:
In the context of Customer Service Management (CSM) on platforms such as ServiceNow, the ability to create Major Issues is usually controlled by specific roles within the system. Generally, a System Administrator has the capability to create and manage Major Issues, as they have overarching access rights across the platform. A Customer Service Manager may also have the permissions to create Major Issues, depending upon the specific configuration and permission settings of the instance. The role sn_majorissue_mgr is likely to be a custom role created specifically for managing Major Issues, and users assigned this role would certainly have the ability to create Major Issues.
It is important to mention that the actual permissions can vary based on the way the instance is set up and customized, so the best practice would be to consult the system configuration or the system administrator for a definitive answer.