ServiceNow System Administrator from 0 to Hero

Discover ServiceNow, a cloud based platform as a service, for IT infrastructure management, asset tracking, and ITIL aligned incident, problem, change, and service request workflows.

Discover how service now simplifies support with intuitive forms and fast incident resolution. The cloud-based platform uses predictive intelligence to auto-assign tickets and suggest knowledge articles.

Develop a training management application in ServiceNow with a user portal, catalog items, automated ticket assignment via business rules and script includes, plus service level agreements and access controls.

Acquire and explore your ServiceNow instance, configure the user interface, and complete registration, email verification, and sign-in to access the New York build.

Explore the ServiceNow user interface, including the banner, application navigator, content frame, user menu with impersonate and elevate privilege options, and the applications, modules, favourites, and history.

Configure the ServiceNow banner by changing the logo, editing the header text, and adjusting the banner color, then save and test with a quick quiz.

Learn how to obtain a ServiceNow instance, explore the user interface—including the banner, application navigator, and content frame—and configure the banner by changing the logo, color, and page header.

Drive application management in ServiceNow by exploring data in tables, designing forms and layouts, using related lists, views, and filters, then building the app and configuring access.

Explore the core concepts of ServiceNow tables, including base, external, and reference tables; see how tables, columns, and rows define records, and how incident and task demonstrate table relationships.

Create a custom table in ServiceNow by defining a label and name, extending a base table, adding columns, and configuring access controls and modules in the application navigator.

Explore how ServiceNow forms display incident data with configurable fields and sections, and learn to manage notes, a watch list, resolution details, and related records.

Configure a ServiceNow incident form through form design: add a location field and contact details, remove a field, set mandatory options, and drag-and-drop fields to reflect real-world data.

Learn to configure the form layout in ServiceNow, using two slush-bucket columns to arrange fields, add a reassignment count, and create a working hours choice field.

Configure related lists and views in ServiceNow to support major incidents. Create and attach child incidents to a parent and ensure their states update together.

Learn how lists display records from tables like problem, change, incident, and user, with columns for fields and features to search, edit, sort, and navigate using filters and breadcrumbs.

Edit fields directly from the list view, customize columns via list configuration, and add a 'closed by' column, then use the right arrow and save to confirm changes.

Master filters in ServiceNow by learning the condition builder, field, operator, and value, saving and sharing filters, and using breadcrumbs, quick filters, and wildcard search to refine incident data.

Learn what an application is, its key components, and how Studio supports creating a training management application with tables, rules, workflows, and integrations.

Create a training management app in ServiceNow Studio by adding a training lists table linked to the training order table and defining fields like training name and training description.

Access and configure the training management application's settings in studio, edit names and modules, and add a pending module with a state filter for training orders.

Review the essential table backbone by creating and configuring tables, using lists and related lists, and applying filters. Prepare for managing users and groups in the next section.

Create and manage users, groups, and roles in ServiceNow, assign roles to groups, and configure email notifications for end users as you grant access to the training management application.

Create a user account in the service now instance by navigating to users, clicking new, and entering user id, name, password with reset, email, time zone, and phone, then submit.

Create a new group in the ServiceNow groups module named training management support and add existing users like Jon Snow as members, then save.

Switch to the global application, create a training order role in ServiceNow, disable elevated privileges, and prepare to assign it to the training management support group.

Assign the training order role to the training management support group, enabling inheritance for members and automatic disable when a user leaves.

Assign the training order role to the training management application so only group members can access its modules, then test access by impersonating users.

Explore how email notifications in service now notify end users about new incidents and state changes, and learn to identify and customize them for a training management application.

Create a ServiceNow email notification for the training order table in IT service management to alert training management support when a ticket is inserted or updated.

Define an inbound email action in ServiceNow by copying a predefined incident script and adapting it for a training order, then set the send tab to reply and test.

Learn how to create users and groups, assign roles to groups and applications, and configure email notifications and inbound email actions, along with forum activities within ServiceNow.

Learn form activities and automation in ServiceNow, using business rules, client scripts, and script includes to auto populate location and assign training tickets by user and location.

Discover how ServiceNow business rules, as server-side scripts, run on record actions—display, insert, update, delete, or query—to auto-change fields under conditions, trigger events, and restrict access.

Configure a business rule to automatically assign a training ticket to the training management support group and set its priority by location. Test by using Miami to verify the automation.

Explain how client scripts run JavaScript in the browser for form loads, submissions, and field changes, and how script includes store server-side code to improve performance and reduce redundancy.

Create a ServiceNow client script to restrict special characters in the training name field using an on change trigger, with a downloadable code resource and live validation.

Learn to create a script include to automate repeated JavaScript logic, call client scripts from one place, and improve efficiency in ServiceNow catalog item management.

Master form activities through business rules, client scripts, and script includes with practical demonstrations, and get a glimpse of SLA in the next lecture.

Learn how the service level agreement fits within service level management, OLAs, and underpinning contracts, defining responsibilities, targets, and escalation paths to monitor and report service quality to customers.

Explore SLA definitions in ServiceNow, including fields like name, type, duration, schedule, and workflow. Learn to customize timers, start and pause conditions, and email notifications to prevent breaches.

Configure a priority one ServiceNow SLA definition with a four-hour target for active tickets, including start and stop conditions, then test by creating a ticket and SLA task.

Explore the differences between service level agreements and organization level agreement, learn SLA definitions and workflow notifications, and create a personalized SLA to track ticket resolution time.

Explore access control lists in ServiceNow, covering basics, purpose, components, evaluation, and a training management use case that assigns read access to support staff and full access to catalogue admins.

Explore the access control list components—object, operation, and permission—and the evaluation process that grants or denies access using contextual security rules and permissions.

Learn how to create and configure an access control list in ServiceNow using a concrete use case, assign roles, and test permissions for create, read, update, and delete operations.

Explore access control lists, their components, and the evaluation process that grants or denies access, with a hands-on demo creating a table, user group, URL, and ACL.

Explore the service catalog concepts—categories, items, and variables—and see how workflows and access controls in ServiceNow enable tracked role requests and item fulfillment.

Learn how workflows automate requests for hardware, software, and rooms, with automatic accept, reject, or notifications to approvals. Use the workflow editor to create or modify workflows from scratch.

Define a catalog category in ServiceNow by creating a new category named training management, uploading a small 80x80 image, and adding it to the service catalog.

Create a service catalog item named access to training management, add a variable to specify the required group, and configure a simple workflow with notification and approval steps.

Understand service catalog workflows, types, and utility. Create a workflow with workflow editor, practice with catalog categories, items, and variables, and finish the assignment before moving to reports and dashboards.

Explore dashboards, widgets, and reporting in ServiceNow to build a personalized home page, create and export reports, and share schedules for metrics like priority one and unassigned open training tickets.

Create a training dashboard in a ServiceNow instance for training management support group members, add a widget, and set it as the home page to view Priority 1 incidents report.

Create two ServiceNow reports—an incident report filtered by priority 1 and unassigned, and a training order report filtered by ITIL in description—and save, share, schedule, and add them to dashboards.

Create and customize a ServiceNow home page and dashboard, enhance visuals with widgets to add color, and develop and run a custom report.