ServiceNow: Basic Administration
2h 11mIntermediate2025-08-01
Authors
Shane Chagpar
Project Manager and Global Technical Lead
Course details
The ServiceNow platform can help IT teams boost customer satisfaction, decrease manual errors, and generally work smarter by leveraging the power of machine learning. Interested in learning how to use ServiceNow to build and manage workflows in your organization? This course was designed for you. Join instructor Shane Chagpar as he helps you get started by stepping through the fundamentals of administering the popular platform. Shane details how to configure and manage key applications, including the Service Catalog and the Configuration Management Database (CMDB). Along the way, explore how to best approach automation, access control rules, scripting, working with a knowledge base, and more.
Learning objectives
Navigate and configure the ServiceNow platform effectively by managing users, groups, roles, lists, and forms to optimize daily administrative tasks.
Implement data management best practices by configuring tables, records, and access controls while ensuring data integrity through imports and security policies.
Automate key processes using workflows, notifications, and basic Flow Designer capabilities to improve efficiency and reduce manual effort.
Enhance self-service experiences by managing the Service Catalog, creating knowledge articles, and configuring the Service Portal for an optimized user experience.
Generate reports and dashboards to analyze system data, track key performance indicators (KPIs), and support data-driven decision-making.
Learning objectives
Navigate and configure the ServiceNow platform effectively by managing users, groups, roles, lists, and forms to optimize daily administrative tasks.
Implement data management best practices by configuring tables, records, and access controls while ensuring data integrity through imports and security policies.
Automate key processes using workflows, notifications, and basic Flow Designer capabilities to improve efficiency and reduce manual effort.
Enhance self-service experiences by managing the Service Catalog, creating knowledge articles, and configuring the Service Portal for an optimized user experience.
Generate reports and dashboards to analyze system data, track key performance indicators (KPIs), and support data-driven decision-making.
Skills covered
ServiceNowIT Service ManagementDevOpsNetwork and System AdministrationDeep Dive (X:Y)
Concepts
Getting Started with ServiceNow
- Administering ServiceNow
- Setting up for success
- What you need to know
Exploring the Interface and Core Navigation
- Navigating the UI - Apps, menus, and modules
- Customizing the Application Navigator
- Understanding tables and records
Managing People and Permissions
- Managing users, groups, and role-based access control (RBAC)
- Securing access with access control lists (ACLs)
Customizing Lists, Forms, and the User Experience
- Designing list views that work
- Optimizing form layouts and fields
Automating Work and Driving Collaboration
- Managing tasks and approvals
- Configuring notifications
- Workflow automation essentials
- What is Virtual Agent
Building Self-Service and Empowering Users
- Creating and managing knowledge articles
- Updating and managing the Service Catalog
- Improving self-service with the Service Portal
Managing and Maintaining Platform Data
- Importing data with Import Sets
- Data management best practices
- CMDB best practices
- CSDM essentials
- Scripting basics - What admins should know
- Moving changes with Update Sets
Reporting, Dashboards, and Insights
- Generating reports and metrics
- Building dashboards for real-time insight
Wrapping Up and Next Steps
- Next steps with ServiceNow