ServiceNow: Basic Administration

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.

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.

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.