All You Need to Know About ServiceNow Administration

A Course For Beginners on ServiceNow. Helps in administering ServiceNow and for CSA exam on ServiceNow

Highest Rated

Created byRevanth Sodavaram Muni

Last updated 10/2024

English

What you'll learn

Get knowledge on configuring processes
Have Knowledge on ServiceNow platform to complete the ServiceNow System Administrator Certification Exam
Comprehend the Admin activities in ServiceNow
Understand Basic ITSM Processes
Understand the Basic User Interface and Navigation in ServiceNow
Create Tables, Fields, Form Layouts, Views
Create and Administer Users, Groups and Roles
Understand Different Types of Dictionaries/Fields
Import Data into ServiceNow Tables
Configure Application Menus and Modules
Understand Basic Configurations - UI Policies, Client Scripts, UI Actions, Business Rules, ACLs and SLAs
Build Service Catalogs, Record Producers, Order Guides and Workflows
Create Reports and Dashboards
Knowledge Management
Trigger Email Notifications and Events
Migrate Customizations from one instance to Other through Update Sets

Course content

8 sections • 76 lectures • 13h 8m total length

Introduction7:13
Explore the essentials of ServiceNow administration, from overview and user management to tables, workflows, service catalogs, and custom application development, with hands-on labs and exam-focused training.
Walkthrough of Udemy2:52
Explore Udemy’s course interface, view videos and sections, adjust playback speed and captions, access transcripts and links, and use notes, Q&A, announcements, reviews, and learning tools.
What is ServiceNow10:06
Before working on the tool, we must understand the purpose of the tool. We will be discussing the need for ServiceNow in current market trends.
Release Cycle1:33
Master the ServiceNow half-yearly release cycle, including updates, hotfixes and patches, with alphabetical city names from Aspen to Vancouver, and understand MySQL, J2EE, Apache Tomcat, and Mozilla Rhino JavaScript engine.
Instances2:15
Discover how ServiceNow uses multiple instances: dev, qa, and prod to manage development, testing, and production deployments, moving changes with update sets or XML records.
Useful Links2:05
Few links will be helpful to gain good grip over ServiceNow tool. This video covers those important links.
Get Your Own Developer Instance (PDI)2:10
Get your own personal developer instance of ServiceNow from the developer portal, choose Vancouver, Utah, Tokyo, or San Diego, then access the URL with embedded credentials.
Tables and Records8:07
Discover how ServiceNow stores data as tables and records, using a unique 32-bit hexadecimal key for each row, with incidents, problems, and changes modeled as records.
Quiz on Introduction of service now

Introduction1:17
Explore ServiceNow basics and its three core components, including tables and records, forms, and lists, and learn how searches, filters, breadcrumbs, and the condition builder enhance navigation.
Basic Components15:03
In this video, we are going to discuss about the basic elements of UI in ServiceNow.
Versions of User Interfaces6:43
Get to know the different UI versions that ServiceNow provides
UI 16 vs Next Experience4:02
Many organizations still use older UI version - UI 16. In this video, we will see how UI 16 looks and how is it different from Next Experience.
Forms10:10
In this video, we will discuss the key things about the Form in the ServiceNow
Personalization Vs Configuration6:35
Understand the difference between Personalization and Configuration in this video
Lists10:26
Different features and usage of lists will be discussed in the video.
Searches9:26
Discover how to search across global, lists, knowledge base, navigation filter, live feed, and ui pages in ServiceNow, using wildcards like star and exclamation to refine results.
Filters, Breadcrumbs, Condition Builder3:06
Explore how to use filters, breadcrumbs, and the condition builder in ServiceNow to search incidents by combining multiple criteria and refine results efficiently.
Basics Of UI

Introduction0:53
Explore user administration in ServiceNow by examining user types, groups, and roles, and learn to create and link users, groups, and roles. Gain a view of impersonation benefits and LDAP.
Types of Users5:20
Broadly, how many types of users are present in ServiceNow? Check this video to know.
Users, Groups, and Roles21:44
All the admin activities like Creating/Modifying User or Group or Roles are discussed in this video.
Impersonation4:46
We will discuss Impersonation Feature in this video.
LDAP5:00
In this video, we will discuss the key things which are required to configure LDAP Integration. We will not configure LDAP, but we will see the existing configuration.
User Administration
User Administration

Tables & Columns - Introduction2:03
Explore how tables and records underlie ServiceNow, and cover tables, fields, update sets, plugins, custom scopes, and data import workflows with transform maps.
Tables in Old way (Excel)6:16
See how ServiceNow replaces excel sheets with two tables, the user table and the incidents table, by linking caller and assigned to through references for live updates and hover data.
Tables in ServiceNow22:29
We will create table and understand the attributes that are related to Table Creation.
Types of Columns20:23
In this video, we will create the most used types of fields and discuss the difference between those types.
Dictionaries17:19
In this video, we will deep dive into the dictionaries by looking into extra attributes of the Dictionary Entries.
Deeper understanding of tables19:19
Understand how ServiceNow tables use inheritance, with a parent table extended by child tables that inherit fields, and customize behavior via dictionary overrides and the schema map.
Update Sets16:06
Explore how update sets capture configuration changes in ServiceNow and migrate them between instances (dev to uat to prod) using update sources or XML import.
Plugins7:19
Learn how ServiceNow plugins enable modules like incident and change, activate and install them via the app manager, and auto-create tables, rules, and demo data.
Custom Applications (Scoped)9:17
Explore scoped applications in ServiceNow as containers protecting scripts and data. Create a custom application in Studio, set the scope, and manage cross-scope access.
Tables and Column Names2:05
Learn how ServiceNow names tables and columns in global and scoped apps. Understand prefixes and underscores that turn labels into u_ prefixed names and scope_name_table forms.
Data Import - Process3:00
Learn to import data into ServiceNow using import sets, staging tables, and transform maps to bulk insert records from Excel sheets into target tables.
Data Import22:04
learn to import incidents into servicenow using a data source and staging table, create transform maps and field maps, and use coalesce to prevent duplicates and enable updates.
Update Sets
Tables And Columns

Core Configurations - Introduction0:32
Explore core configurations and customizations in ServiceNow administration, and distinguish configurations, customizations, personalizations, plus client-side and server-side scripts, policies, and script includes.
Customizations Vs Configuration Vs Personalization3:17
Understand the differences between customization, configuration, and personalization in ServiceNow. Personalization is user-specific and not captured in update sets, while configurations and customizations are, with code involved in customization.
Scripting In SerivceNow2:01
In this session, we will get introduced with the types of Scripting in ServiceNow.
UI Policies10:22
This video covers the UI Policies configuration.
Client Script16:31
This video covers the Client Script configuration.
UI Action15:08
This video covers the UI Actions configuration.
Business Rules26:29
This video covers the Business Rules configuration.
Data Policies6:12
Data policies enforce mandatory fields at the database level, unlike UI policies that run when a form is opened. Example: incident table makes short description and close notes mandatory.
Script Includes3:28
Learn how script includes provide reusable server-side code in ServiceNow, allowing one-line calls from client side via glider jacks or from server side by name.
Which One to Use4:26
Assess whether to handle functionality on the front end or back end to choose among UI policies, client scripts, business rules, UI actions, or script includes for reusable code.
Server & Client Objects2:52
We will discuss the key objects available at Server Side and Client Side.
Core Configurations

General Configurations - Introduction1:50
Introduction to general configurations in ServiceNow, covering left navigation with menus and modules, access control lists, events and notifications, workflows and flows, service level management, system properties, and basic diagnostics.
Application Menus19:40
Explore how application menus and modules organize the ServiceNow left navigation, how to create menus and modules, and how list of records, separators, and URL arguments function.
Access Controls (ACL's)29:58
How can we control the access with ACL's? - This video hovers around this topic.
Events and Notifications15:48
Event Creation and Event Triggering will be discussed in this video.
SLA, OLA, UC18:31
We will first understand the concept of Service Level Agreement(SLA) from the ITIL and then how to create them in the ServiceNow system.
Workflows20:02
Creating a workflow by using different Activities for a process will be covered in this video.
Flow Designers19:03
Explore flow designers in ServiceNow to build low-code automation with triggers, actions, and flow logic. Learn to use data pill pickers, sub flows, approvals, and executions for end-to-end automation.
System Properties5:25
Explore how system properties drive ServiceNow configurations, including flow designer properties, email settings, UI properties, and the default date time format and the time format, via the ssis_properties table.
System Diagnostics8:37
Navigate system diagnostics to view instance details, enable script debugger and script tracer, and use the performance dashboard and client transactions to analyze slow pages.
General Configurations

Core ITSM Applications - Overview0:43
This video gives an overview of all the topics that we will cover in this section
Overview of Incident, Problem, Change, CMDB23:58
Incident, Problem, Change, Service Catalogs, and CMDB are the most commonly used ITSM modules. In this video, we will cover these modules. Service Catalogs will be covered in the next video
Service Catalogs - Basics10:04
Service Catalogs are used to raise requests. In this video, we will understand the functional aspect of Service Catalogs
Service Catalogs - Catalog Items and Order Guides30:21
Catalog Items are the building blocks of Service Catalogs. In this video, we will go through Catalog Items and Order Guides. In addition, we will cover workflows and flows used to trigger approvals, tasks, etc.
Service Catalogs - Record Producers5:01
Record Producers are part of the Service Catalog family. These are used to create records in a target table. This video talks about the Record Producers
Knowledge Management20:51
In this video, we will cover the key pointers in the Knowledge Management - Knowledge Articles, Knowledge base, Workflows, and many more
Reports7:01
ServiceNow has a powerful reporting tool. In this video, we will explore some of the most commonly used reports - Bars, Pie and Pivot
Dashboards7:05
Dashboards are pages with multiple reports. This video discusses creating dashboards, adding reports to the dashboard, and different configuration options.
Sharing and Scheduling Reports3:11
Reports can be shared with team members and they can also be scheduled. Let's learn this in this video
History of Reporting16:35
Trace the evolution of ServiceNow reporting from reports and homepages to visualizations and platform analytics dashboards, and learn to create data visualizations for platform analytics.
Service Catalogs

Overview of the section2:11
This is one of the most important sections. Let us understand why it is important and what we are going to do in this section
What We are Building4:05
We are going to build a custom-scoped application. In this video we will get an overview of the activities that we are going to do
Requirements Analysis3:22
In this video, we are going to analyze the requirements
Create Application and Tables13:24
In Studio, we will create a new application and start building the table structures. We will also import Flights data from the Excel sheet
Phase 1 - Dictionaries, Layouts, Number Prefix15:31
Configure dictionaries and labels, perform number maintenance, craft form and list layouts, set up application menu, manage user groups and access controls, and enable a record producer with client scripts.
Phase 1 - User Management and Access11:30
Create a feedback review group, assign manager and members, and configure access through roles and ACLs to enable viewing and editing the application, including the enhancement table.
Phase 1 - Record Producer and Front End changes23:23
Create a record producer for airline feedback, map fields to the feedback table, and implement front-end validations and UI policies for a clean, mandatory, and read-only workflow.
Phase 2 - UI Actions, Notificaation, Business rule12:00
Implement phase two changes: add two ui actions for approval or rejection, enable event reminders, and apply a rule to append category to the summary, assigning Luke Wilson as approver.
Phase 2 - Flow7:44
Set up the airline feedback review flow in Flow Designer, route to Luke for approval, update status, and auto‑populate the created enhancement on the feedback record for capacity management.
Testing and Troubleshooting26:45
perform comprehensive testing and troubleshooting of a servicenow application, verify forms and read access, fix acl rules, impersonation flows, and auto-assignments for approvals and notifications.
Reporting (Visualizations)9:25
Explore how to create and configure reports and visualizations in ServiceNow, from bar and pie charts to heat maps, analyze feedback data by category and airline, and build dashboards.
Final
Update Sets
Thank You1:01
Celebrate completing the service now administration course and reflect on the full custom application module, while using Udemy Q&A for follow-up questions.

Requirements

An idea about IT companies and Principles would be helpful but is not mandatory

Description

This is a beginner-level training course for ServiceNow. With a duration of more than 11 hours, split into 9 sections, the course covers the topics that are required for ServiceNow admin certification.

For the instructions in this training course, the latest Vancouver Version is used and training will be in the latest Next Experience (UI 16 - Polaris).

All topics starting from table creation to building a workflow are covered in this course. An in-depth knowledge is provided at places wherever required, like Service Catalogs.

After completing this course and having good knowledge of the topics taught in this course, I believe, you will be able to complete the admin certification in ServiceNow with little preparation.

I have started the training from the basics, so, even if you are not aware of all the ITIL concepts, you will be able to understand this course on ServiceNow. But, having knowledge of IT principles would be helpful.

Once you successfully complete this course, you should be able to:

Get knowledge on configuring processes from scratch
Have Knowledge of the ServiceNow platform to complete the ServiceNow System Administrator Certification Exam
Comprehend the Admin activities in ServiceNow
Understand Basic ITSM Processes
Understand the Basic User Interface and Navigation in ServiceNow
Create Tables, Fields, Form Layouts, Views
Understand the core working of ServiceNow - Tables and Records
Create and Administer Users, Groups and Roles
Understand Different Types of Dictionaries/Fields
Import Data into ServiceNow Tables
Configure Application Menus and Modules
Understand Basic Configurations - UI Policies, Client Scripts, UI Actions, Business Rules
Create Security rules (ACL) to restrict user access
Define Service Level Agreements in ServiceNow
Build Service Catalog Items, Record Producers, and Order Guides
Build Workflow to automate processes.
Create different Reports and add them to Dashboards in ServiceNow
Have a clear idea of Knowledge Management
Trigger Email Notifications and Events
Migrate Customizations from one instance to Another through Update Sets

I always believe in student satisfaction, if you have any questions on ServiceNow, feel free to post your question in the Q&A section, and I will surely respond :)

Who this course is for:

People who are looking for ServiceNow System Administrator Certification
Anyone who wants to become ServiceNow Administrator or ServiceNow Developer
Those who are starting their career in ServiceNow

All You Need to Know About ServiceNow Administration

What you'll learn

Explore related topics

Course content

Introduction to ServiceNow8 lectures • 36min

Basics of ServiceNow9 lectures • 1hr 7min

User Administration5 lectures • 38min

Tables & Columns12 lectures • 2hr 28min

Core Configurations11 lectures • 1hr 31min

General Configurations9 lectures • 2hr 19min

Core ITSM Applications10 lectures • 2hr 5min

Custom application12 lectures • 2hr 10min

Requirements

Description

Who this course is for: