The Complete ServiceNow System Administrator Course
4.4 (5,293 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
17,883 students enrolled

The Complete ServiceNow System Administrator Course

Learn how to administer, configure, and customize your ServiceNow instance!
4.4 (5,293 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
17,872 students enrolled
Created by Mark Miller
Last updated 7/2020
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Current price: $139.99 Original price: $199.99 Discount: 30% off
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This course includes
  • 11.5 hours on-demand video
  • 4 articles
  • 13 downloadable resources
  • 1 Practice Test
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Understand how ServiceNow works behind the scenes
  • Master administration on the ServiceNow platform
  • Understand the different configurations & customizations
  • Obtain the knowledge to successfully pass the ServiceNow certified System Administrator exam
  • An understanding of ITIL principles can help but is not required

In this course, students will learn how to administer a ServiceNow instance and prepare for the ServiceNow certified System Administrator exam.


Q: What version of ServiceNow does this cover? 
A: This course is recorded on the Kingston (2018) release

Q: Can I pass the exam using only this course as a guide?
A: Yes! I've had many students who have successfully passed the exam after telling me that this is the only study material they needed.

Q: Is this course an update to your ServiceNow 101: Administration course?
A: Yes, I've decided to change the name of this course from ServiceNow 101: Administration to The Complete ServiceNow System Administrator Course. In addition to the name change, I've also added over 2.5 hours of new content including topics like the Service Portal.


  • Recorded on Kingston release (2018)

  • Quizzes

  • Practice Exam

  • Workbook

  • 1080p video recording

Topics Covered

  1. User Interfaces

  2. Customizations including: UI Policies, UI Actions, Business Rules, Script Includes, Data Policies

  3. Client-side versus Server-side

  4. Update Sets

  5. Databases, Tables, Fields, & Records

  6. Field types & reference fields

  7. Table relationships

  8. Table administration

  9. Users, Groups, & Roles

  10. Access Controls

  11. LDAP & SSO

  12. Incident Management

  13. Problem Management

  14. Change Management

  15. Configuration Management

  16. Service-Level Agreements

  17. Service Catalog Management

  18. Knowledge Management

  19. Service Portal

  20. System Properties

  21. ServiceNow Connect

  22. System Diagnostics

  23. Events & Notifications

  24. Workflows

  25. Import Sets

  26. Reporting

  27. Custom Application Development

Who this course is for:
  • Those who are new to the ServiceNow platform
  • Anyone interested in becoming a ServiceNow administrator or developer
  • Those who are looking to pass the ServiceNow certified System Administrator exam
Course content
Expand all 53 lectures 11:21:22
+ Course Introduction
5 lectures 17:26

An introduction to The Complete ServiceNow System Administrator Course!

Preview 07:09

In this lecture we'll discuss additional resources that you may find beneficial. 

Demo: Additional Resources

Obtain a Personal Developer Instance (PDI).

Obtaining a Personal Developer Instance
Important: List v3 is no longer supported in New York and later releases
ServiceNow Resources & FAQs
+ ServiceNow Overview
3 lectures 31:02

In this lecture we'll provide a high level overview of ServiceNow.

Preview 12:39

In this lecture we'll explore ServiceNow introducing you to the User Interface. 

Demo: UI Introduction

In this lecture we'll continue our tour throughout the platform. 

Demo: ServiceNow Tour
Section 2 Review
3 questions
+ Lists, Forms, & the UI
5 lectures 01:02:18

In this lecture we'll cover a fundamental topic of databases, the record. 

Preview 15:03

In this lecture we examine how filters & search work within the ServiceNow platform. 

Filters & Search

This lecture examines how the Condition Builder and breadcrumbs work within ServiceNow.

The Condition Builder & Breadcrumbs

In this lecture we'll explore Context Menus in ServiceNow.

Context Menus

In this lecture we'll explore personalizing and configuring list and forms on the platform. 

Modifying Lists & Forms
Section 3 Review
3 questions
+ Customizations
8 lectures 01:25:36

In this lecture we explore the differences between the client-side and server-side in web applications like ServiceNow.

Preview 05:12

In this lecture we take a look at UI Policies which offer a script-free approach to hiding fields, making fields mandatory, or setting fields to read-only.

UI Policies

In this lecture we explore UI Actions which offer support for both server-side and client-side scripting!

UI Actions

In this lecture we'll cover Business Rules which are one of the most popular customizations within the ServiceNow platform. 

Business Rules

In this lecture we'll take a look at Client Scripts which is a client-side customization.

Client Scripts

In this lecture we'll over Data Policies and explore why you might use such a customization. 

Data Policies

In this lecture we cover one of the most powerful customizations in ServiceNow, the Script Include!

Script Includes

In this lecture we'll cover how you move customizations from instance to instance with Update Sets.

Update Sets, Plugins, & Recap
Section 4 Review
3 questions
+ Tables & Fields
4 lectures 01:07:09

In this lecture we'll explore many different tables in the ServiceNow platform.


In this lecture we'll explore the different field types that are supported in ServiceNow.

Fields & Field Types

In this lecture we'll explore schema maps and the structure of a table in the ServiceNow platform. 

Table Structure & Schema Maps

In this lecture we'll cover how to create and delete tables in ServiceNow.

Table Maintenance & Custom Apps
Section 5 Review
3 questions
+ User Administration
4 lectures 47:58

We’ll explore how Users and Groups are stored and maintained in this lecture. 

Users & Groups

Please read this lecture before proceeding to the "Roles & ACLs" video lecture.

New York Changes to Problem ACLs

In this lecture we’ll explore roles and access controls.

Roles & ACLs

In this lecture we’ll cover the concepts of LDAP and SSO and show how to impersonate users in ServiceNow.

LDAP, SSO, & Impersonation
Section 6 Review
3 questions
+ Core Applications
8 lectures 03:02:27

In this lecture we’ll cover Incident Management and how SLAs play an important role in an incident’s life.

Incident Management & SLAs

In this lecture we’ll discover the use of Problem Management.

Problem Management

In this lecture we’ll change the world with Change Management in ServiceNow.

Change Management

In this lecture we’ll explore Configuration Items and Configuration Management.

Configuration Management

In this lecture we’ll explore how to create an Amazon-like experience in ServiceNow with the Service Catalog.

Service Catalog

In this lecture we’ll drop some knowledge on Knowledge Management. 

Knowledge Management

In this lecture we’ll cover the Service Portal and how it can replace your archaic CMS. 

Service Portal

In this lecture we’ll cover the Connect chat and Visual Task Boards in ServiceNow.

Connect & Visual Task Boards
Section 7 Review
3 questions
+ System Administration
8 lectures 02:02:27

In this lecture we'll take a look at the Basic Configuration module and System Properties. Learn how System Properties are used and categorized. 

Basic Configuration & System Properties

In this lecture we'll take a look at the Self-Service application, and how to create and modify Dashboards.

Dashboards & Self-Service

ServiceNow on mobile, upgrades, and ServiceNow HI are covered in this lecture. 

Mobile, Upgrades, & HI

In this lecture we'll take a look at the High Security settings, the different types of diagnostics and troubleshooting methods, and how to leverage these for when things go south. 

Diagnostics & Troubleshooting

In this lecture we’ll notify you on how to use events and notifications within the platform. 

Events & Notifications

In this lecture we’ll explore how to make your work flow much easier with workflows in ServiceNow.


In this lecture we’ll import knowledge of Import Sets into your brain.

Import Sets

In this lecture we’ll explore reporting and create reports of reports for reporting.

Section 8 Quiz
3 questions
+ Building a Custom App
7 lectures 01:04:57

In this lecture we’ll provide an overview of what we’ll be building.

Preview 01:31

In this lecture we’ll start creating the custom app in ServiceMeow.

Creating the App

Let’s load some games in this lecture.

Loading Data

In this lecture we’ll tackle some administrative tasks.


In this lecture we’ll customize the customizations.


In this lecture we’ll create a useless report and demo our application.

Reporting & Demo

In this lecture I’ll tell you how proud I am of you. 

Final Words
+ Additional Resources
1 lecture 00:00

Here’s a workbook.

ServiceNow Certified System Administrator Practice Exam
20 questions