ServiceNow Administration Course

Lesson 1 • Platform Architecture Overview

Covers the multi-instance cloud model, data centers, and upgrade cycles. Establishes the technical context needed for all subsequent administration tasks.

Lesson 2 • ServiceNow Data Model Basics

Introduces tables, fields, and the database schema underlying the platform. Grounds students in the data structures they will configure throughout the course.

Lesson 3 • Instance Configuration Essentials

Covers system properties, branding, and basic instance settings. Students leave able to perform initial instance setup tasks independently.

Lesson 4 • Lists, Forms, and Records

Explains how data is displayed in list and form views and how records are created and edited. Provides the data-interaction skills required for all later modules.

Lesson 1 • Authentication and Single Sign-On

Covers SAML, OAuth, and multi-factor authentication configuration. Prepares students to integrate ServiceNow with enterprise identity providers.

Lesson 2 • Access Control Lists

Teaches ACL rules, evaluation order, and condition scripting for record security. Students can restrict or grant data access at the table, field, and record level.

Lesson 3 • Delegated Administration

Introduces domain separation concepts and delegated admin patterns. Enables students to manage large, multi-department instances without granting full admin rights.

Lesson 4 • Roles and Role Hierarchy

Explains built-in roles, custom role creation, and role inheritance. Students can map organizational responsibilities to appropriate platform permissions.

Lesson 1 • Form and List Customization

Teaches form designer, field configuration, and list layout personalization. Students can adapt data entry screens to match specific team workflows.

Lesson 2 • Update Sets and Configuration Migration

Teaches update set creation, capture, and promotion across instances. Students can safely move configuration changes from development to production environments.

Lesson 3 • UI Policies and Client Scripts

Covers UI policies for field visibility and client scripts for browser-side logic. Students can create dynamic form behavior without server-side scripting.

Lesson 4 • Business Rules and Server-Side Logic

Explains business rule triggers, conditions, and script execution on the server. Students can automate data manipulation and enforce business logic at the database layer.

Lesson 1 • CMDB Governance and Maintenance

Covers CI lifecycle management, ownership, and scheduled maintenance tasks. Prepares students to sustain CMDB accuracy over time.

Lesson 2 • CMDB Health and Data Quality

Introduces CMDB Health dashboards, completeness, compliance, and correctness metrics. Students can identify and remediate data quality issues systematically.

Lesson 3 • Populating the CMDB

Covers manual entry, import sets, and discovery-based population methods. Students can choose and execute the right data-loading strategy for their environment.

Lesson 4 • CMDB Architecture and CI Classes

Explains the CMDB data model, CI class hierarchy, and the Common Service Data Model. Establishes the structural knowledge needed to design a healthy CMDB.

Lesson 1 • Change Management Workflows

Teaches change types, approval workflows, and the change advisory board process. Students can configure change controls that balance speed with risk management.

Lesson 2 • Service Level Agreements and OLAs

Explains SLA definitions, pause conditions, and operational-level agreement setup. Students can enforce measurable service commitments across ITSM processes.

Lesson 3 • Service Catalog and Request Management

Covers catalog item creation, variables, and fulfillment workflows. Students can build a self-service catalog that reduces manual request handling.

Lesson 4 • Problem Management Setup

Explains problem record structure, root cause analysis fields, and known error tracking. Students can link incidents to problems and manage the full problem lifecycle.

Lesson 1 • Flow Designer Fundamentals

Introduces Flow Designer triggers, actions, and flow logic components. Students gain the conceptual model needed to build any automated flow from scratch.

Lesson 2 • Legacy Workflow Editor

Explains the Workflow Editor canvas, activities, and transition conditions. Students can maintain and migrate existing legacy workflows to Flow Designer.

Lesson 3 • Building Approval Workflows

Covers approval actions, escalation paths, and rejection handling in flows. Students can automate multi-level approval processes for requests and changes.

Lesson 4 • Testing and Troubleshooting Flows

Covers flow execution logs, test mode, and common failure patterns. Students can diagnose and resolve flow errors before deploying to production.

Lesson 1 • Scheduled Reports and Distribution

Covers report scheduling, email distribution, and export format options. Students can automate report delivery to ensure stakeholders receive timely data.

Lesson 2 • Report Builder Fundamentals

Teaches report types, data sources, and grouping options in the Report Builder. Students can produce accurate tabular and visual reports from any platform table.

Lesson 3 • Performance Analytics Overview

Introduces Performance Analytics indicators, breakdowns, and scorecards. Students can configure trend-based metrics that go beyond point-in-time reporting.

Lesson 4 • Dashboard Design and Layout

Explains dashboard creation, widget placement, and responsive layout options. Students can assemble role-specific dashboards that deliver relevant KPIs at a glance.

Lesson 1 • Upgrade Planning and Management

Explains the upgrade process, pre-upgrade checks, and skipped record resolution. Students can plan and execute platform upgrades with minimal service disruption.

Lesson 2 • Performance Monitoring and Tuning

Teaches instance performance metrics, slow query analysis, and cache management. Students can identify and resolve performance bottlenecks before they impact users.

Lesson 3 • Application Scope and Governance

Covers scoped applications, cross-scope access policies, and governance frameworks. Students can enforce development standards that protect platform stability.

Lesson 4 • Audit Logs and Compliance Reporting

Teaches audit log configuration, field-level auditing, and compliance report generation. Students can demonstrate platform compliance to auditors and leadership.