ServiceNow Administrator

Work through real ITSM scenarios covering form behavior, role controls, service levels, and catalog design. Built for admins preparing for their first role or sharpening judgment beyond certifications.

Beginner
18 sprints · 90 tickets

What you'll be able to do

Configure form behavior with UI Policies and Dictionary overrides
Design role-based access controls that survive personnel changes
Write Business Rules that validate data without breaking workflows
Build and tune SLA definitions against real incident data
Design notifications that inform without creating fatigue
Build and report off a Service Catalog

Curriculum

Sprint 01ITSM FoundationsStart sprint

UI Policies, Dictionary Entries, ACLs, Business Rules, and Notifications — the five core mechanics every admin touches in their first real configuration.

STRY0041892Capture callback details on incident
UI PoliciesConditional fields
STRY0042105Investigate disputed P2 SLA breach
SLA mechanicsInvestigations
STRY0041337Restrict major incident toggle to authorized roles
ACLsRole access
STRY0041338Enforce handoff notes on group escalation
Business RulesEscalation hygiene
STRY0042891Notify IT Director on VIP incident comments
NotificationsRecipient design
Sprint 02Service Experience & FulfillmentStart sprint

Assignment rules, SLA definitions, Service Catalog variables, Catalog UI Policies, and reporting — the skills that turn a raw platform into a polished service experience.

STRY0031001Auto-route software access requests
Assignment RulesRouting
STRY0031002VIP resolution SLA with 75% warning
SLAsService Level Management
STRY0031003Standardized iPhone request catalog item
Service CatalogVariables
STRY0031004Conditional business justification on 512GB selection
Catalog UI PoliciesUser Experience
STRY0031005Unassigned P1 incidents gauge on manager dashboard
ReportingDashboards

Ready to start the Admin path?

Work through real tickets, write your reflections, and compare against a senior admin's model answer.

Get access