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The Complete ServiceNow System Administrator Course

Name: The Complete ServiceNow System Administrator Course
Rating: 4.5 (24115 reviews)

Learn how to administer, configure, and customize your ServiceNow instance!

Bestseller

Created byMark Miller

Last updated 4/2025

English

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

Course content

10 sections • 55 lectures • 10h 50m total length

A Quick Note on Updating the Course1:50
Introduction6:41
An introduction to The Complete ServiceNow System Administrator Course!
Additional Resources4:45
In this lecture we'll discuss additional resources that you may find beneficial.
Obtaining a Personal Developer Instance4:34
Obtain a Personal Developer Instance (PDI).

Records3:05
In this lecture we'll cover a fundamental topic of databases, the record.
Lists & Forms7:59
Let's start exploring lists & forms!
Filters & Search5:46
In this lecture we examine how filters & search work within the ServiceNow platform.
Condition Builder & Breadcrumbs7:04
This lecture examines how the Condition Builder and breadcrumbs work within ServiceNow.
Context Menus10:01
In this lecture we'll explore Context Menus in ServiceNow.
Modifying Lists & Forms14:47
In this lecture we'll explore personalizing and configuring list and forms on the platform.
Section 3 Review

Client-Side Versus Server-Side5:12
In this lecture we explore the differences between the client-side and server-side in web applications like ServiceNow.
UI Policies11:30
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 Actions10:50
In this lecture we explore UI Actions which offer support for both server-side and client-side scripting!
Business Rules14:40
In this lecture we'll cover Business Rules which are one of the most popular customizations within the ServiceNow platform.
Client Scripts9:04
In this lecture we'll take a look at Client Scripts which is a client-side customization.
Data Policies6:02
In this lecture we'll over Data Policies and explore why you might use such a customization.
Script Includes8:55
In this lecture we cover one of the most powerful customizations in ServiceNow, the Script Include!
Update Sets, Plugins, & Recap19:23
In this lecture we'll cover how you move customizations from instance to instance with Update Sets.
Section 4 Review

Tables12:47
In this lecture we'll explore many different tables in the ServiceNow platform.
Fields & Field Types23:57
In this lecture we'll explore the different field types that are supported in ServiceNow.
Table Structure & Schema Maps11:54
In this lecture we'll explore schema maps and the structure of a table in the ServiceNow platform.
Table Maintenance & Custom Apps18:31
In this lecture we'll cover how to create and delete tables in ServiceNow.
Section 5 Review

Users & Groups9:46
We’ll explore how Users and Groups are stored and maintained in this lecture.
New York Changes to Problem ACLs0:29
Please read this lecture before proceeding to the "Roles & ACLs" video lecture.
Roles & ACLs25:16
In this lecture we’ll explore roles and access controls.
LDAP, SSO, & Impersonation12:27
In this lecture we’ll cover the concepts of LDAP and SSO and show how to impersonate users in ServiceNow.
Section 6 Review

Incident Management & SLAs36:15
In this lecture we’ll cover Incident Management and how SLAs play an important role in an incident’s life.
Problem Management8:57
In this lecture we’ll discover the use of Problem Management.
Change Management21:33
In this lecture we’ll change the world with Change Management in ServiceNow.
Configuration Management22:42
In this lecture we’ll explore Configuration Items and Configuration Management.
Service Catalog36:14
In this lecture we’ll explore how to create an Amazon-like experience in ServiceNow with the Service Catalog.
Knowledge Management19:35
In this lecture we’ll drop some knowledge on Knowledge Management.
Service Portal23:58
In this lecture we’ll cover the Service Portal and how it can replace your archaic CMS.
Connect & Visual Task Boards13:13
In this lecture we’ll cover the Connect chat and Visual Task Boards in ServiceNow.
Section 7 Review

Basic Configuration & System Properties12:33
In this lecture we'll take a look at the Basic Configuration module and System Properties. Learn how System Properties are used and categorized.
Dashboards & Self-Service14:07
In this lecture we'll take a look at the Self-Service application, and how to create and modify Dashboards.
Mobile, Upgrades, & HI4:29
ServiceNow on mobile, upgrades, and ServiceNow HI are covered in this lecture.
Diagnostics & Troubleshooting15:49
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.
Events & Notifications24:09
In this lecture we’ll notify you on how to use events and notifications within the platform.
Workflows21:44
In this lecture we’ll explore how to make your work flow much easier with workflows in ServiceNow.
Import Sets19:50
In this lecture we’ll import knowledge of Import Sets into your brain.
Reporting9:46
In this lecture we’ll explore reporting and create reports of reports for reporting.
Section 8 Quiz

Overview1:31
In this lecture we’ll provide an overview of what we’ll be building.
App Structure1:39
Creating the App4:36
In this lecture we’ll start creating the custom app in ServiceMeow.
Finishing the Games Table6:34
Creating the Reviews Table6:30
Loading Data6:21
Let’s load some games in this lecture.
Administration20:06
In this lecture we’ll tackle some administrative tasks.
Customizations9:04
In this lecture we’ll customize the customizations.
Reporting & Demo8:34
In this lecture we’ll create a useless report and demo our application.
Final Words0:42
In this lecture I’ll tell you how proud I am of you.

Requirements

An understanding of ITIL principles can help but is not required

Description

Whether you’re brand new to ServiceNow or are looking for a refresher, this course will teach you how to properly administer a ServiceNow instance and prepare you for the ServiceNow Certified System Administrator exam.

This course is packed with over 11 hours of content, a workbook, AND a practice exam based on the System Administrator exam. This course covers fundamental and advanced ServiceNow concepts, like lists, forms, table administration, user administration, IT Service Management, events, notifications and so much more! In addition to the lectures, each module also features quizzes and tons of additional resources.

After completing this course you should be able to:

Create new users, groups, and roles
Manage users and access
Configure and customize lists and forms
Create new applications on the NOW platform
Leverage events and notifications
Work with importing data through import sets
Build custom reports
Understand when to use UI policies, UI actions, business rules, script includes, and data policies

Bonus Material: This course also offers a bonus module on how to build your very own application in ServiceNow!

FAQs

Q: What version of ServiceNow does this cover?

A: This course has been updated for the Paris release and was originally recorded on the Kingston release.

Q: Can I follow along with my own instance?

A: Yes! I provide instructions on how you can obtain your very own personal developer instance

Features

Updated for the Paris release!
Quizzes
Practice Exam
Workbook
1080p video recordings

Topics Covered

The user interface
Customizations including UI policies, UI actions, business rules, script includes, data policies
Client-side versus server-side customizations
Update sets
Table administration & relationships
Field types & reference fields
Users, groups, & roles
Access controls
Impersonating users
LDAP & SSO
Incident Management
Problem Management
Change Management
Configuration Management
Service-Level Agreements
Service Catalog Management
Knowledge Management
Service Portal
System properties
System diagnostics
Events & notifications
Workflows
Import sets
Reporting
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

The Complete ServiceNow System Administrator Course

What you'll learn

Explore related topics

Course content

Course Introduction4 lectures • 18min

ServiceNow Overview2 lectures • 13min

Working With Lists & Forms6 lectures • 49min

Customizations8 lectures • 1hr 26min

Tables & Fields4 lectures • 1hr 7min

User Administration4 lectures • 48min

Core Applications8 lectures • 3hr 2min

System Administration8 lectures • 2hr 2min

Building a Custom App10 lectures • 1hr 6min

Additional Resources1 lecture0

Requirements

Description

Who this course is for: