ServiceNow Certified System Administrator

This entry-level course is designed for individuals aiming to work in IT support, IT operations, or IT service management roles who want to enhance their skills and knowledge of the ServiceNow platform. Through a combination of interactive lectures, guided exercises, and real-world scenarios, participants will develop the practical skills and confidence required to manage ServiceNow instances in diverse organizational settings effectively. This training experience not only prepares individuals for the rigors of the ServiceNow Certified System Administrator exam but also equips them with the expertise to navigate complex challenges and drive meaningful outcomes within their respective roles and organizations. Upon successful course completion, learners will be equipped to pursue a range of roles such as ServiceNow Administrator, IT Service Manager, and more. 

What you’ll learn:

• Define ITSM and its purpose, outlining ServiceNow’s role in streamlining incident, problem, and change management for efficient service delivery and high customer satisfaction.
• Identify core ServiceNow ITSM applications: Incident, Problem, Change Management, and Service Catalog, highlighting their roles in request management, issue resolution, and controlled change implementation.
• Identify ServiceNow’s platform, modules, and applications, including the Next Experience UI, data management tools, task lifecycle management, reporting capabilities, and knowledge management features.
• Design and maintain the service catalog, which includes defining services, service offerings, and service level agreements (SLAs) to meet users’ needs.
• Generate reports and analyze data within the ServiceNow platform to track performance, identify trends, and make informed decisions for process improvement.
• Evaluate instance security, including access control, accounts, groups, roles, and delegated development.
• Configure and implement the CMDB with attributes tailored to an organization’s needs, leveraging best practices, and utilizing HealthScan for optimization.
• Master JavaScript fundamentals for customizing UI and automating backend processes in ServiceNow.
• Develop expertise in ServiceNow’s Glide API and scripting tools for effective data manipulation, business logic enforcement, and error handling.