ServiceNow has become the backbone of enterprise service management – powering IT, HR, security operations, and customer service workflows for thousands of organisations worldwide. Yet the platform’s real strength lies in how well it is administered. A skilled ServiceNow admin doesn’t just keep the lights on; they shape how work gets done across an entire organisation.
kodestree’s ServiceNow Administration Fundamentals course is a structured, 24-hour program designed to take you from platform newcomer to confident system administrator. Every module balances concept delivery with immediate hands-on application inside a personal sandbox instance- so by the time you finish, you aren’t just theory-ready, you’re job-ready.
Prerequisites
You don’t need to be a developer or a seasoned IT veteran to succeed in this course.
Course Objectives
By the end of this training, participants will have the hands-on confidence to step directly into a ServiceNow system administration role.
- Configure and brand a ServiceNow instance from the ground up
- Navigate the Now Platform using the Application Navigator and Filter Navigator
- Create and manage users, groups, roles, and access control rules
- Build and modify lists, forms, tables, and database structures
- Automate processes using Flow Designer, business rules, and client scripts
- Set up self-service tools, including the Service Catalog, Knowledge Base, and Virtual Agent
- Design dashboards, reports, and notifications to support fulfillers and agents
- Understand CMDB concepts, CI relationships, and the Common Services Data Model (CSDM)
- Manage update sets to safely migrate configurations between instances
- Prepare for and pass the ServiceNow Certified System Administrator (CSA) exam
What You Will Learn
This isn’t a passive lecture series – every concept gets reinforced through a dedicated lab exercise. Here’s a snapshot of the practical skills you’ll walk away with:
- Platform Fundamentals: How the Now Platform is structured and why a baseline implementation matters. Configuring instance branding, navigation, and application access.
- Data & Database Administration: Creating and configuring tables, fields, and relationships. Importing data using transform maps and understanding CMDB hierarchy.
- User & Access Management: Managing users, groups, roles, and access control lists (ACLs). Understanding impersonation and delegation across the platform.
- Process Automation: Building flows in Flow Designer with approvals, triggers, and conditions. Writing basic business rules and client scripts to automate UI behaviour.
- Self-Service & Collaboration: Configuring portals, knowledge bases, and service catalog items. Setting up Virtual Agent topics for common employee requests.
- Reporting & Productivity: Creating charts, dashboards, and scheduled notifications. Using Platform Analytics for operational insights.
Who Is This Course For?
This training is built for anyone moving into or already working in a ServiceNow administration role.
- Aspiring ServiceNow System Administrators starting their certification journey
- IT professionals transitioning into an admin or platform configuration role
- Technical Consultants and Solution Architects working with the Now Platform
- ITSM Analysts who need deeper platform configurability beyond ticket creation
- IT Managers who oversee ServiceNow implementations and want technical fluency
- Recent graduates aiming to break into high-demand enterprise IT careers
- Employees at ServiceNow partner organisations preparing for CSA certification
Tools and Technologies Covered
The course gives you hands-on experience with core platform tools and enterprise integrations.
- ServiceNow Now Platform (Zurich / latest release)
- ITSM applications – Incident, Problem, Change, and Request Management
- Service Operations Workspace and Employee Center
- Flow Designer – for building automated workflows without code
- Service Catalog and Knowledge Base configuration
- Virtual Agent (VA) – conversational AI for self-service
- CMDB (Configuration Management Database) and CI Class Manager
- Platform Analytics and Performance Analytics dashboards
- Update Sets – for migrating configurations across instances
- Now Learning / ServiceNow University – for CSA exam registration and post-course study
Career Outcomes
Completing this training opens doors to some of the most in-demand roles in enterprise IT.
- ServiceNow System Administrator – manages and optimises the Now Platform day-to-day
- ITSM Consultant – advises organisations on implementing and scaling ServiceNow processes
- ServiceNow Platform Analyst – translates business needs into platform configuration
- IT Service Desk Manager – oversee workflows, SLAs, and self-service enablement
- ServiceNow Implementation Specialist – configure and deploy specialised modules
- Platform Architect (career progression) – design enterprise-wide Now Platform strategies
Why Choose kodestree for This Training?
kodestree has trained thousands of IT professionals across 60+ countries with a clear focus on real-world outcomes, not just certificates.
- Certified instructors with active ServiceNow project experience
- Dedicated sandbox instance for every learner – practice in a live environment
- Flexible batches – weekday, weekend, and on-demand options
- Lifetime access to recorded sessions and updated course material
- Placement assistance with resume reviews, mock interviews, and job referrals
- Industry-aligned curriculum updated to the latest ServiceNow release
- Small batch sizes to ensure personalised instructor attention
- Globally recognised course completion certificate from kodestree
