The Complete Servicenow System Administrator

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

Last updated 2022-01-10 | 4.5

- Understand how ServiceNow works behind the scenes
- Master administration on the ServiceNow platform
- Understand the different configurations & customizations

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

* 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

Course content

10 sections • 68 lectures

Course Introduction 5 lectures

Introduction Preview 07:09

An introduction to The Complete ServiceNow System Administrator Course!

Additional Resources Preview 06:37

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

Obtaining a Personal Developer Instance Preview 03:23

Obtain a Personal Developer Instance (PDI).

Important: List v3 is no longer supported in New York and later releases Preview 00:11

ServiceNow Resources & FAQs Preview 00:05

ServiceNow Overview 6 lectures

Overview Preview 03:06

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

Environments Preview 01:10

Let's look at the different ServiceNow environments in this lecture.

Releases Preview 00:54

Let's explore ServiceNow releases.

User Interface Preview 05:24

In this lecture we'll explore the user interface.

Quick Tour Preview 05:36

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

Section 2 Review

Working With Lists & Forms 8 lectures

Important: does your instance look different? Preview 00:12

Records Preview 02:53

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

Lists & Forms Preview 07:59

Let's start exploring lists & forms!

Filters & Search Preview 09:06

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

Condition Builder & Breadcrumbs Preview 12:17

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

Context Menus Preview 10:01

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

Modifying Lists & Forms Preview 14:47

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

Section 3 Review

Customizations 9 lectures

Client-Side Versus Server-Side Preview 05:12

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

UI Policies Preview 11:30

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 Actions Preview 10:50

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

Business Rules Preview 14:40

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

Client Scripts Preview 09:04

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

Data Policies Preview 06:02

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

Script Includes Preview 08:55

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

Update Sets, Plugins, & Recap Preview 19:23

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

Section 4 Review

Tables & Fields 5 lectures

Tables Preview 12:47

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

Fields & Field Types Preview 23:57

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

Table Structure & Schema Maps Preview 11:54

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

Table Maintenance & Custom Apps Preview 18:31

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

Section 5 Review

User Administration 5 lectures

Users & Groups Preview 09:46

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

New York Changes to Problem ACLs Preview 00:29

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

Roles & ACLs Preview 25:16

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

LDAP, SSO, & Impersonation Preview 12:27

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

Section 6 Review

Core Applications 9 lectures

Incident Management & SLAs Preview 36:15

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

Problem Management Preview 08:57

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

Change Management Preview 21:33

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

Configuration Management Preview 22:42

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

Service Catalog Preview 36:14

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

Knowledge Management Preview 19:35

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

Service Portal Preview 23:58

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

Connect & Visual Task Boards Preview 13:13

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

Section 7 Review

System Administration 9 lectures

Basic Configuration & System Properties Preview 12:33

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-Service Preview 14:07

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

Mobile, Upgrades, & HI Preview 04:29

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

Diagnostics & Troubleshooting Preview 15:49

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.