ServiceNow Admin Course with Anand Shukla

ServiceNow Admin Course – Syllabus

Module 1: Introduction to ServiceNow

• What is ServiceNow?
• Overview of ITSM and ServiceNow ecosystem
• Understanding ServiceNow architecture & components
• Navigation and UI basics

Module 2: User Administration

• Users, Groups, and Roles
• Delegated administration
• Managing ACLs (Access Control Lists)
• Impersonation & security best practices

Module 3: Core Applications

• Incident, Problem, Change, and Request Management
• Knowledge Management basics
• Service Catalog overview

Module 4: Data Management

• Tables, Records, and Fields
• Dictionary entries and field types
• Import Sets & Transform Maps (basic level for admin)
• Data policies & UI policies

Module 5: Configuration & Customization

• Forms & Form Layouts
• Lists and List Layouts
• UI Actions (basic button/menu configs)
• Business Rules & Client Scripts (awareness only for admin level)

Module 6: Service Catalog Administration

• Catalogs, Categories, and Items
• Record Producers
• Variables and Variable Sets
• Workflows (Catalog-specific)

Module 7: Notifications & Reporting

• Email notifications and events
• Reports, Dashboards, and Performance Analytics basics

Module 8: Workflow & Flow Designer

• Introduction to Workflow Editor
• Approvals and Task assignments
• Flow Designer basics for automation

Module 9: Instance Administration

• Application Navigator & Module organization
• Update Sets and Application Deployment (overview)
• System Properties configuration
• Branding (logos, themes, and UI settings)

Module 10: Instance Security & Maintenance

• ACLs and Data Security
• Instance upgrades and patching overview
• Best practices for admin activities

Module 11: Hands-on Project

• Create a Service Catalog Item with variables
• Configure notifications & approvals
• Build a dashboard with reports
• Apply security using roles and ACLs

👉 By the end of this course, learners will be able to:

• Confidently manage users, roles, and groups
• Configure Service Catalogs and Workflows
• Customize forms, lists, and reports
• Maintain and administer a ServiceNow instance