ServiceNow Admin & Developer Course – ITSM & Scripting

Explore the ServiceNow platform, its history and myths, applications and versions, key websites, learning paths, architecture, SaaS and PaaS concepts, and how to create a personal developer instance.

Explore how ServiceNow goes beyond ticketing, with multiple applications and career paths for admins, developers, and architects, and a low-code platform that uses JavaScript, founded by Fred Luddy in 2003.

Learn how ServiceNow, a cloud-based low-code platform, orchestrates and automates tasks with workflows. Explore its ITSM, ITBM, CSM, asset management, HR service delivery, legal service delivery, and Secops applications.

Discover how ServiceNow names versions—from seasons and months to city names like Aspen, Berlin, and Calgary—and why upgrades every six months are mandatory, with skips common.

Explore four ServiceNow learning paths: system administrator, developer, process or platform owner, and implementer. Learn admin duties, JavaScript skills for CAD, platform decisions, and modules like ITSM and GRC.

Explore ServiceNow workflows across it, employee, customer, and creative types, and learn how automation covers incident and change management, asset lifecycle, hr, legal, service delivery, and low-code app building.

Understand the differences between IaaS, PaaS, and SaaS with examples from AWS, Azure, Slack, Microsoft Teams, and ServiceNow, and learn who manages the operating system, software code, and backend.

Discover ServiceNow architecture highlights, including multi-instance isolation, separate upgrades, global data center redundancy, backups, encryption, and role based access control.

Learn to create and use a personal developer instance (PDI) of ServiceNow on the developer site for practice, manage versions like Xanadu, Yokohama, or Zurich, and perform release or reset.

Explore the different ui types in service now, including next experience, the now mobile app, service portal, workspaces, and core ui, with next experience as the primary interaction method.

Navigate the next experience UI in ServiceNow, exploring landing pages, the unified navigation header, favorites, history, workspaces, and utilities, plus global search, help, and user options.

Master user administration in ServiceNow by creating users, groups, and roles; assign roles to groups to automatically grant permissions, manage membership and group roles, including tables like ssis_user and ssis_user_group.

Explore how ServiceNow stores data in tables—rows and columns—covering parent-child and base versus custom tables, and learn to create a table with fields and attributes like created by and updates.

Explore how to extend tables in ServiceNow by creating a training enrollment table that extends the task table, using reference fields, and viewing table relationships with schema maps.

Explore list administration in ServiceNow by viewing incident and problem lists, navigating with module or back end name dot list, and using search, star wildcard, breadcrumbs, and condition builder.

Explore list administration in ServiceNow, using the list item menu, views, filters, group by, and favorites. Personalize lists with custom columns and the activity stream flyout.

Explore the list column context menu to group by priority and view visual task boards. Use list layout, list calculations, and list controls to customize views.

Navigate the field context menu in list administration, apply show matching and filter out filters, copy incident URLs or IDs, manage tags, and perform bulk archive or delete with preview.

Explore form administration in ServiceNow, including single-record form views, sections and related lists, field types, form views, personalization, activity streams, attachments, UI actions, and related load options.

Configure incident forms in ServiceNow using form builder, form design, and form layout to add the open field and the opened by field, adjust properties, and manage related lists.

Identify three user personas in ServiceNow: employee self-service users, fulfillers, and admins and developers, and describe their portals, roles, incidents, and the service operations workspace.

Create and manage ServiceNow application menus and modules to organize the application navigator, set visibility by role, and configure module links to lists, reports, or URLs.

Explore how ServiceNow schema maps visualize table relationships with red, orange, green, and blue colors for referenced by, referencing, extended by, and extending, and view and download maps.

Learn how dot walking lets you access fields on reference fields across related tables in ServiceNow, using incident and user tables to reveal caller, location, and managers' manager.

Master ServiceNow application scoping and the three app types: ServiceNow, partner, and custom. Learn how custom apps stay isolated within their scopes to prevent interference.

Explore incident management in ServiceNow, from logging and classification by impact and urgency to assignment, escalation, and rapid resolution, with self-service and SLAs guiding recovery and reporting.

Demystify every essential field on the ServiceNow incident form, from number and caller to category, configuration item, state, priority, SLAs, and related records, for ITSM mastery.

Learn how change management controls the life cycle of IT changes, from deployments to production restarts, through a change window and CAB approvals.

Navigate the normal change lifecycle in ServiceNow, from new through assess, authorize, scheduled, implement, and review, with Cab approvals, backout and test plans, and impacted configuration items and services.

Learn how emergency changes fast-track in ServiceNow, requiring CAB approval and urgent implementation. Follow a streamlined flow from creation to implementation, testing, backout planning, and review.

Learn how standard changes are pre-approved, low risk changes implemented via defined templates in ServiceNow, including patching Windows Server, with no approvals and a streamlined lifecycle from schedule to close.

Explore how to create and use standard change templates in ServiceNow, including pre-approved templates, catalog availability, default values, and an approval workflow for low-risk changes.

Debug standard change approvals by adding the approver_user_role to the change management group, and copy and activate the change standard proposal flow in Flow Designer, then test by requesting approvals.

Identify the root cause of recurring incidents with problem management, using a problem ticket and a change ticket to implement permanent fixes like rescheduling backups.

Explore problem management in ServiceNow by creating an incident and converting it to a problem, performing root cause analysis, assigning tasks, and applying a fix schedule to resolve database slowdown.

Discover problem management workflows by communicating workarounds to related incidents and creating known error knowledge articles, from drafting in the problem ticket to publishing the article.

Explore how knowledge management in ServiceNow captures, stores, and shares organization knowledge through knowledge bases and articles, enabling self-service via the service portal and deflecting incidents.

Create a knowledge base named ServiceNow training with ITSM and an incident subcategory. Publish a standard knowledge article, set owner and manager, and review activity through default workflows.

Explore the difference between client side and server side scripting in ServiceNow, where client scripts run in the browser for quick validations and server scripts save data on the database.

Create a ui policy to make the assignment group field mandatory on the incident form when the priority is one, tested in workspace view as a client-side script.

Explore how data policies run on the server side to enforce mandatory and read-only fields with database-level validation. See how resolution code becomes mandatory when closing a problem ticket.

Create and enforce data policies to make short description mandatory on the incident table, preventing empty fields even with background scripts, by defining data policy rules.

Explore background scripts in ServiceNow to write and run server-side code in a safe playground; access them under scripts background to test and learn SN utils later.

Explore SN Utils, a free chrome and edge extension that speeds navigation, scripting, and debugging in ServiceNow, with quick download, back-end field viewing, glide records, background scripts, and slash commands.

Explains arithmetic operations in ServiceNow and JavaScript, including addition, subtraction, multiplication, and division, and the distinction between numeric addition and string concatenation; demonstrates increment and decrement operators.

Explore how loops in ServiceNow and JavaScript automate repetition using for, while, and do while, with hands-on syntax and execution examples printing numbers 1–10 and reversing order.

Explore how functions in ServiceNow and JavaScript create reusable, modular blocks of code to perform tasks, with declarations, calls, and parameterized usage for addition and string concatenation.

Create and test fixed scripts in dev, migrate them through staging to production, and track changes with update sets, enabling safe one-time data fixes, data migration, and system updates.

Explore ServiceNow client scripts, which run JavaScript in the browser to enhance forms and provide onload, onsubmit, onchange, and oncell edit behaviors with visibility and validation rules.

Demonstrates how to create onload client scripts in ServiceNow, conditionally making the contact type mandatory and the email field visible for admins on the incident form.

Explore onChange client scripts in ServiceNow with two demos: enforce mandatory assignment group when state is in progress, and enforce assign to when assignment group is provided.

Explore onsubmit client scripts that validate the alternate mobile number on incident form, enforcing ten digits and no other characters, blocking submission with a top error message.

Demonstrates creating an on cell edit client script to prevent non-admin users from changing incident state in the list view, configuring fields, views, and a callback to stop saving.

Explore glide form (g_form) for client-side form control in ServiceNow, including getting and setting values, toggling visibility and mandatory status, and on-change scripting.

Explore the glide user API and g_user on the client side to access the current user’s username, name, and roles, using get full name and has role methods.

Learn glide record, the core ServiceNow API to query, insert, update, and delete records using queries, get display values, and perform update or delete operations.

Explore glide system, a server-side api via the js variable to fetch current user and date time, log messages, and display info or error messages.

Explore objects in ServiceNow, storing data as name-value properties and accessing them with dot notation. Learn to declare an incident object, populate properties, and use Json.stringify and Json.parse.

Learn ServiceNow business rules, including before, after, async, and display types, and how they update fields, send emails, and call APIs; demo assigning a default assignment group on incident insert.

Apply a before insert business rule in ServiceNow to automatically add the ticket initiator to the problem watch list, avoiding duplicates and storing user IDs as a comma-separated list.

Implement a real-world business rule in ServiceNow that replaces an inactive user's author with the knowledge base manager across knowledge articles, ensuring all articles have active authors.

Explore script includes in ServiceNow: build reusable server-side JavaScript, define functions or classes, centralize logic, control accessibility, and call from business rules, client or background scripts.

Explore on-demand (classless) script includes, a single-function server-side utility where the script include name equals the function name, demonstrated with a regex-based email demo.

Create a classless on-demand script include in ServiceNow to validate emails with a single function, callable from server-side scripts, using a regex test.

Extend an existing script include by inheriting from a base class to reuse generic functions, enabling glide ajax calls from client scripts and server-side access via an abstract ajax processor.

Understand glide ajax api to call server-side code from client using script include. Choose asynchronous with a callback for non-blocking data, or synchronous when immediate results are needed.

Explore UI actions in ServiceNow, including form buttons, list options, and context menus, to automate tasks. Implement client and server side scripts that update an incident and populate fields.

Learn to create a server-side script for a UI action that moves an incident to in progress, updates the current record, and controls redirect behavior with action.setRedirectURL.

Learn to call client-side and server-side scripts in one ui action using gcsf submit. It demonstrates how the incident form reopens and moves from resolved to in progress.

Learn how glide aggregate extends glide record to perform aggregations like count, sum, average, and how to count incidents by category efficiently in service now.

Explore GlideRecord and GlideRecord Secure in ServiceNow, learn how GlideRecord Secure automatically enforces ACLs, and see a hands-on demo using an incident rule to check read permissions.

Explore configuring ServiceNow notifications via email and inbound email. Learn to set up email accounts, email properties, and check email logs for outbound and inbound communications.

Learn to create and test a dynamic incident notification in ServiceNow, sending the initiator an email with incident number, description, and category when a new incident is created.

Explore how email templates and layouts in ServiceNow enable admins to reuse subject lines, body text, logos, and unsubscribe links across notifications.

Explore creating ServiceNow email templates and layouts to standardize headers, subjects, and body content in incident notifications; learn how templates and layouts interact with notifications and subject priority.

Explore how a service catalog organizes business and IT services with catalogs, categories, and items, and learn admin roles, navigation, and how end users request items through the service portal.

Explore catalog ui policies and catalog client scripts to control field visibility and requirements in service catalog items, with a demo on start date validation.

Explore record producers, a catalog item that creates incident and other task-based records, via the service catalog or directly from tables, with mapping, templates, and scripting.

Learn how service level agreements define a contract between service providers and customers, set priorities and resolution targets, and align internal teams through operation level agreements and underpinning contracts.

Assign a SLA admin or SLA manager in ServiceNow and configure response and resolution SLAs, including naming, duration, schedules, and testing with incidents.

Use retroactive start to begin an sla from the incident’s creation time, not when it’s attached, ensuring customers’ promised response times despite later priority changes.

Explore reporting and dashboards in ServiceNow, including the shift from classic reports to data visualization in the Xanadu release and the need to watch videos to understand both UIs.

Learn to create a list report in the old ServiceNow UI by selecting the incident table, configuring columns, grouping, adding filters, and saving.

Learn to create reports in the new UI by choosing a data source, filtering active incidents assigned to your group, and presenting results as a list.

Learn to create a monthly incident report in ServiceNow by selecting the incident table, adding a created date column, filtering by this month, and exporting to Excel or CSV.