ServiceNow Platform Fundamentals

ServiceNow is the platform powering IT service management at most large enterprises today. This course gives you a practical, hands-on understanding of how ServiceNow works, from everyday navigation to the ITSM applications, the CMDB, workflow automation, and system administration that keep it running.

What you’ll learn

• Core ServiceNow platform concepts: instances, tables, forms, lists, and the underlying data model
• Navigating the UI: the application navigator, list views, filters, related lists, and personalization
• ServiceNow ITSM applications in depth: Incident, Problem, and Change Management as implemented on the platform
• The ServiceNow CMDB: CI classes, the CMDB tables structure, relationships, and how it integrates with ITSM processes
• Workflow automation: Flow Designer, Business Rules, and Workflow Editor fundamentals
• System administration and configuration: users, roles, groups, ACLs, and basic platform configuration
• Reporting and Performance Analytics: building reports, dashboards, and tracking key ITSM metrics
• Exam preparation guidance for platform certification tracks

Who this course is for

IT professionals, ITSM analysts, system administrators, and consultants who need working knowledge of ServiceNow, whether you’re using it day-to-day, configuring it, or preparing for a certification exam.

Course structure

The curriculum is organized into dedicated sections covering an introduction to the ServiceNow platform, navigating the ServiceNow UI, ServiceNow ITSM applications, the Configuration Management Database (CMDB) in ServiceNow, workflows and automation with Flow Designer, system administration and configuration, reporting and Performance Analytics, and certification exam preparation. Lesson content for each section will be added progressively.