ServiceNow Platform Administration
Configure and manage ServiceNow for enterprise service management with workflow automation expertise
Program Overview
This comprehensive training program develops practical skills for configuring and administering ServiceNow platform environments. Participants learn to navigate the platform architecture, manage user access controls, and design automated workflows that streamline service delivery processes. The curriculum emphasizes hands-on experience with catalog item creation, service level agreement configuration, and reporting dashboard development.
Students explore integration methodologies for connecting ServiceNow with external systems, security controls for protecting organizational data, and optimization techniques for improving platform performance. The program covers configuration management database implementation, service portal customization, and application development fundamentals. Training includes practical exercises using actual ServiceNow instances to build realistic service management solutions.
Platform Expertise
- Administrative capabilities for enterprise platform management
- Workflow design skills for process automation initiatives
- Configuration knowledge applicable across ServiceNow modules
- Integration understanding for connecting business systems
Program Details
- Intensive hands-on lab sessions with platform access
- Project-based learning building functional applications
- Personal development instance for practice exercises
- Reference materials for ongoing administrator tasks
Training Outcomes
Program graduates develop capabilities for managing ServiceNow implementations within organizations. The practical focus enables participants to handle common administrative scenarios and contribute to service management improvement efforts.
Platform Configuration
Proficiency in configuring ServiceNow modules, managing user roles and groups, setting up access controls, and customizing platform behavior for organizational requirements
Workflow Automation
Skills for designing automated workflows, building business rules, creating notifications, and developing flow designer solutions that streamline processes
Reporting Development
Capabilities for creating reports, building performance analytics dashboards, and visualizing service metrics that support operational decision-making
Technical Curriculum
The program combines theoretical instruction with practical implementation exercises using ServiceNow development instances. Participants work through progressively complex scenarios that mirror typical administrator responsibilities.
Platform Fundamentals
Foundation training covering ServiceNow architecture, navigation methods, user interface customization, and administrative tools. Includes user and group management, role configuration, access control lists, and delegation structures for distributed administration.
Service Catalog Development
Techniques for creating catalog items and record producers that enable user self-service. Covers variable design, conditional fields, catalog client scripts, and workflow attachments that automate fulfillment processes for service requests.
CMDB Configuration
Implementation of configuration management database including CI class design, relationship mapping, discovery integration, and data quality management. Participants learn dependency visualization and impact analysis capabilities for change assessment.
Integration Methods
Approaches for connecting ServiceNow with external systems through REST API, SOAP web services, import sets, and scheduled data transfers. Includes authentication configuration, data mapping, and error handling for reliable integrations.
Training Standards
This program follows ServiceNow recommended practices for platform administration and configuration. Instructors maintain active administrator credentials and current knowledge of platform releases to provide relevant guidance.
Lab Environment
- Individual ServiceNow development instances for all participants
- Guided exercises building functional service management solutions
- Extended instance access for continued practice after training
- Realistic scenarios reflecting enterprise configuration needs
Instructor Qualifications
- Active ServiceNow administrator roles in production environments
- Experience implementing multiple ServiceNow modules
- Current platform knowledge through continuous training
- Practical troubleshooting expertise from operational support
Who Should Attend
This program serves IT professionals responsible for ServiceNow platform administration or those preparing to assume such responsibilities. The training benefits individuals supporting service management implementations within their organizations.
Primary Participants
- System administrators managing ServiceNow environments
- IT staff transitioning to platform administration roles
- Service management coordinators configuring workflows
- Technical leads overseeing ServiceNow deployments
Additional Roles
- Process owners designing service automation solutions
- Application developers building ServiceNow customizations
- Integration specialists connecting enterprise systems
- IT managers planning platform governance strategies
Background Requirements
Participants should have basic understanding of IT service management concepts and familiarity with web applications. Previous ServiceNow experience as end user is helpful though not required. Technical staff with systems administration background typically adapt quickly to platform concepts.
Skill Development
The program employs progressive exercises that build proficiency from basic configuration through complex workflow development. Participants track their capabilities through completed lab assignments and project implementations.
Lab Assignments
Hands-On PracticeStructured exercises covering specific administrative tasks such as user provisioning, catalog configuration, and workflow design. Each lab includes objectives, steps, and validation criteria for completed work.
Integration Project
Capstone ActivityComprehensive project requiring participants to design and implement a service catalog with automated fulfillment workflows, demonstrating integration of multiple platform capabilities learned throughout training.
Configuration Review
Quality AssessmentInstructor evaluation of participant implementations focusing on adherence to ServiceNow recommended practices, proper use of platform features, and alignment with functional requirements.
Post-Training Resources
Graduates receive access to configuration documentation, workflow templates, and implementation checklists supporting ongoing administrative work. Instructor consultation available for questions arising during initial production implementations.
Master ServiceNow Administration
Develop platform configuration skills through intensive hands-on training with experienced ServiceNow administrators
Explore Other Programs
ITIL 4 Foundation Certification
Master IT service management practices aligned with digital transformation requirements through certification-focused training program.
IT Support Specialist Program
Develop comprehensive technical support skills for hardware, software, and network troubleshooting with help desk management training.