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CBT Nuggets

ServiceNow: Basic Administration

This entry-level ServiceNow administrator course isn’t a certification course, instead it’s focused on practical skills for managing users, building workflows, and securing data. IT support specialists and junior system administrators will practice high-value skills like workflow automation, service catalog management, and creating dashboards.

Updated August 2025

16Skills
12h 51mTotal
12h 51m

Who This Course Is For

This course is for beginners who want to step into IT service management by learning ServiceNow administration. It’s ideal for help desk staff, junior system admins, or career changers who want to understand how ServiceNow works under the hood and gain practical skills to qualify for entry-level ServiceNow administrator roles.

Skills Your Team Will Gain

  • Managing users and roles in ServiceNow
  • Configuring and automating workflows
  • Building and managing the service catalog
  • Working with tables, forms, and update sets
  • Creating reports and dashboards with performance analytics
  • Securing data access with Access Control Lists (ACLs)

Course Curriculum

  • Premium skill.ServiceNow Administration Basics47m
  • Premium skill.Basics of User & Role Management48m
  • Premium skill.Managing Data Access with ACLs45m
  • Premium skill.Working with Tables50m
  • Premium skill.Using the Form Builder48m
  • Premium skill.Workflows and Workflow Automation53m
  • Premium skill.ServiceNow Workflows In-Depth48m
  • Premium skill.Managing the Service Catalog47m
  • Premium skill.Working with Email Notifications45m
  • Premium skill.Advanced Notification Concepts47m
  • Premium skill.Update Sets and Deployment47m
  • Premium skill.Reporting in ServiceNow51m
  • Premium skill.Tracking KPIs with Platform Analytics53m
  • Premium skill.Working with Breakdowns46m
  • Premium skill.Walkthrough: Building a Room Reservation System45m
  • Premium skill.Walkthrough: A Fully-Automated Onboarding Flow52m

For IT leaders

What IT leaders need to know before assigning this course

ServiceNow administration gaps can slow service delivery, create inconsistent access controls, and make platform changes harder to govern. This beginner-level course gives IT Directors and Training Managers a structured path for help desk staff, junior admins, and IT Practitioners who are taking on day-to-day ServiceNow administration.

The course is a realistic assignment for onboarding or role expansion: 16 lessons totaling about 13 hours per learner. Teams cover administration basics, users and roles, ACLs, tables, forms, workflows, service catalog management, email notifications, update sets, reporting, analytics, breakdowns, and two build-through scenarios: a room reservation system and an automated onboarding flow.

For change management, Team Leads can use this course to standardize how admins make platform updates, manage access, and deploy changes through update sets before giving broader admin responsibility. CBT Nuggets Playlists can sequence the rollout by role, and Team Reporting can help IT leaders track completion across the team.

Team Impact

How this training helps your team succeed

IT teams complete this training to turn ServiceNow from a ticketing platform into a more governed, automated service management environment. The course connects core admin tasks to operational scenarios teams actually manage.

  • Reduce manual service work: Build workflows and workflow automation that support repeatable processes, including a fully automated onboarding flow.
  • Improve access governance: Manage users, roles, and ACLs so teams can control who sees and changes ServiceNow data.
  • Standardize platform changes: Work with tables, forms, update sets, and deployments to support more consistent administration practices.
  • Increase visibility for leaders: Use reporting, platform analytics, KPIs, and breakdowns to track service performance and identify trends.
  • Support internal service delivery: Configure service catalog items, email notifications, and a room reservation system to model request-based business processes.

After completion

Knowledge & ability your team will gain

Knowledge

  • How ServiceNow administration is structured across users, roles, tables, forms, workflows, notifications, and reporting.
  • How ACLs support data access control in the platform.
  • How service catalog management connects user requests to fulfillment processes.
  • How update sets support controlled movement of changes between environments.
  • How KPIs, platform analytics, reports, and breakdowns help teams measure service performance.

Ability

  • Manage users and roles for common administration needs.
  • Configure data access with ACLs.
  • Work with tables and forms using Form Builder.
  • Build and refine workflows, including automated request flows.
  • Manage email notifications, including more advanced notification concepts.
  • Create reports and analytics views that help IT leaders monitor ServiceNow operations.

This course is included with every subscription

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$749per seat / year

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