Mastering the Complete Servicenow Administration Course 2026

Create a ServiceNow account via the developer portal, obtain a personal developer instance, and learn about admin versus AppEngine Studio creator roles, demo data, and dev, test, prod environments.

Understand who qualifies as a ServiceNow user, how organizations auto-create user accounts via integration or LDAP, manage groups, and grant ITIL admin permissions through group roles.

Explore the ServiceNow user interface, including banner items and logo, browser title, base URL and instance name, application navigator, update sets, application scope, notifications, and impersonation.

Explore how ServiceNow functions as a ticketing bridge between employees and admins, and learn to design and customize incident forms to support ITSM, CSM, and other ServiceNow products.

Master incident management in ServiceNow by raising incidents through multiple channels and tracking them through the lifecycle from new to closed with priority based on impact and urgency.

Learn how repeated incidents become problems, escalate to level 3 engineers for root cause analysis, apply fixes, and auto-close related incidents in ServiceNow problem management.

Explore change management fundamentals, including normal, emergency, and standard change requests, with approvals, scheduling, risk analysis, backout plans, and implementation with testing.

Learn how knowledge management in ServiceNow enables sharing expertise through knowledge articles within knowledge bases, covering article lifecycle from draft to retirement and integrating feedback, views, and workflows.

Master form sections and multi-view layouts in ServiceNow, learning to create named sections, configure default and locale-specific views (American, German, Paris, Australian), and use reference fields and related records.

Learn how dictionary properties in ServiceNow control mandatory and read-only fields, default values, dependent values, and use calculated values with the current object to form dynamic display names.

Explore dictionary properties in ServiceNow by configuring field defaults, mandatory and read-only settings, display names, dependent values, and calculated values; master the choice lists, reference qualifiers, and attributes.

Explore creating a shipping case process flow on a form, configure states (new, in progress, on hold, resolved, closed, cancelled), and access via application menus with developer shortcuts.

Learn to extend the task table to create child tables like shipping case task, inherit fields, and customize properties with dictionary overrides and reference qualifiers for table-specific rules.

Learn how update sets move development from dev to test to production in service now, including creating, exporting, importing, and merging update sets across environments.

Learn to manage records with forms using save, submit, update, and insert actions, and master table filtering across incidents and shipping cases, including contains, exact match, and empty checks.

Explore how ServiceNow distinguishes client side and server side APIs, using Glide user to fetch current user and roles with methods like first name, full name, and has role.

Learn how client scripts run on the form in ServiceNow, covering onload, onchange, onsubmit, and unload, along with their parameters, templates, and execution order.

Learn to configure UI policies that make fields mandatory, read-only, or hidden by conditions, using onload and onchange rules and UI policy actions.

Learn to configure UI policies in ServiceNow to make fields mandatory, read-only, or visible based on states like resolved, on hold, or closed. Apply across views and related lists.

Learn to create and call UI pages for client-side forms using HTML and CSS, enabling a pop-up assigned-to selector via UI actions with glide dialog window or glide modal.

Understand data policies in ServiceNow, enforcing mandatory fields across all data sources—from forms to external systems—unlike UI policies. Learn converting UI policies to data policies and enforcing resolution codes.

Explore service level agreements, including response and resolution SLAs, underpinning contracts, and operational level agreements, with real-world IT examples from product and service based companies.

Configure ServiceNow email notifications via system notifications, triggering on record insert, update, and state changes, to notify callers and assignment group members with dynamic fields and links.

Configure email notifications triggered by a ServiceNow event by creating an event, linking a system notification, and firing the event with a server-side script; verify via event and email logs.

Explore import sets in ServiceNow by loading Excel data into a temporary table, validating with a transform map, and transferring to the target table while avoiding duplicates with coalesce.

Understand how import sets load data into temporary tables, run transform maps, and use coalesce across fields to prevent duplicates while mapping assignment groups and handling unknown choices.

Master import sets and transform maps in ServiceNow by loading data into a temporary table, validating with transform maps, and transforming to the target table using coalesce to avoid duplicates.

Explore catalog items, variables, and UI policies to submit service requests. See how a resignation form becomes a request with approvals in the service portal.