ServiceNow Certified System Administrator

Quick Facts:

Duration: 90 minutes
Cost: $150 per exam

Course Syllabus (outline) URL: https://www.servicenow.com/content/dam/servicenow/other-documents/training/ServiceNow-Sys-Admin-Course-Outline.pdf

Exam Blueprint URL: https://www.servicenow.com/content/dam/servicenow/other-documents/training/ServiceNow-Sys-Admin-Exam-Specs.pdf

6 ServiceNow Foundations Videos URL: https://community.servicenow.com/docs/DOC-7236

Course Outline:

  • Perform core configuration tasks
  • Work with User Interface (UI) policies, data policies, UI actions, business rules and client scripts
  • Add users, groups and roles
  • Manage data with tables, the configuration management database (CMDB), import sets and update sets
  • Work with two key process applications: Knowledge Base and ServiceNow Service Catalog
  • Create workflow activities and approvals
  • Configure alerts and notifications
  • View upgrade history and status
  • Control system access and data security
  • Create baseline performance metrics
  • Run reports, configure service level agreements (SLAs) and perform instance branding and customization
  • Integrate social IT elements and learn best practices

Sign up for exam URL: https://www.webassessor.com/wa.do?page=publicHome&branding=SERVICE_NOW

(Go through standard book and find wiki corresponding) – Explain how to set up own module – Give free advise and support – (explain taken from own house, self study) – Copy of my certificate.) (Give link of how to set up own platform, then link to basic online)

System Administrator Course Participant Guide: (For each of these, what is? Image, and link to Wiki for self study)

Module 1 – Service Now User Interface

1.1 UI and Configuration Essentials

1.2 Lists, Filters, and Forms

Module 2: User Administration

2.1 User Administration

Module 3: Data Management

3.1 Tables

3.2 Import Sets

3.3 CMDB

Module 4: Service Automation Platform

4.1 Knowledge Management

4.2 Service Catalog

4.3 Workflows

4.4 Service Level Agreements (SLAs)

4.5 Reports

Module 5: Core Application Administration

5.1 Policies and Interactions

5.2 Application Security

5.3 Events and Notifications

Module 6: Ongoing Maintenance

6.1 Update Sets

6.2 Upgrades, Performance and Troubleshooting

6.3 Social IT

Case Study (Visual Task Boards)




Get ServiceNow System Administrator Certified – Become Indispensable!

Who is this Self-Study Plan for?
  • Anyone interested in becoming a ServiceNow administrator.
  • Those who are new to the platform
  • Those who are looking to pass the ServiceNow certified System Administrator exam

This listing is to purchase a PDF versions of a ServiceNow System Administrator self-study plan created by someone who has actually passed the exam and is now making a living as a ServiceNow System Administrator.

There are two ways of preparing for the exam:

  • Sign up for ServiceNow Fundamentals Training course (Cost: $2,095 | £1550 ), then sign up for exam ($150 | £110): Total: $2,245 | £ 1700 – Source: https://www.servicenow.com/services/training-and-certification/system-administration.html
  • Self-Study and take the exam ($150) without the cost of the Administrator course: Total: $150

This article is for anyone thinking of taking the exam the more affordable self-study way (total cost of ($150 | £110) and contains:

  1. How to get access to your own instance of ServiceNow (to be used for your self study).
  2. Link to 6 x ServiceNow Foundations Training Videos.
  3. Course Syllabus & Exam Blueprint .pdf where each module and it’s components are explained together with corresponding on-line wiki link for self study (if you understand & master the components outlined then you should also be able to pass the exam like I did).
  4. Links to On-line Quizz cards (good to measure knowledge before taking exam).
  5. Instructions of how to sign up for proctor based exam that can be taken from the comfort of your own home.
  6. Free (my)lifetime support in relation to any questions you might have around the areas highlighted in the course syllabus.

In other words, it is a organised step-by-step plan to help you pass the ServiceNow System Administrator course via self-study.


ServiceNow Fundamentals Training (Cost: $2,095)


This course includes over 40 lectures, containing over 7 hours of video, covering everything you need to know in order to get started with administering a ServiceNow instance. You’ll learn how ServiceNow works and how to properly configure and customize the platform.

This course will cover all of the topics found on the ServiceNow System Administrator exam. In addition to the lectures and slides, this course offers a workbook with exercises and a practice exam.

This course is composed of 9 sections, which cover an introduction to ServiceNow, navigating the system, lists & forms, configurations and customizations, tables & fields, user administration, core applications, general administration, and finally a course review where I’ll walkthrough building a custom application in ServiceNow.

While this is a beginner level course, an understanding of ITIL concepts and common IT principles will be beneficial.

Who is the target audience?
  • Anyone interested in becoming a ServiceNow administrator or developer
  • Those who are new to the platform
  • Those who are looking to pass the ServiceNow certified System Administrator exam
Compare to Other ServiceNow Course

ServiceNow Certified Application Developer

Introduction – This ServiceNow Certified Application Developer Exam Specification defines the purpose, audience, testing options, examination content coverage, test framework, and the prerequisites necessary to become a ServiceNow Certified Application Developer.

Exam Purpose – The ServiceNow Certified Application Developer Exam certifies that a successful candidate has the skills and essential knowledge to develop applications to solve business problems both for their employers and for sharing with the ServiceNow ecosystem.

Audience – The ServiceNow Certified Application Developer Exam is available to ServiceNow customers, Partners, sales engineers, and others interested in attaining this particular certification.

Experience – Successful candidates for this certification should have industry experience with ServiceNow system administration, application design, source code management, JavaScript and the ServiceNow APIs, web services, and UI design. Prerequisites This exam does not have any specific prerequisites but it is helpful to be a Certified ServiceNow System Administrator. The ServiceNow Application Creation class materials are the basis for this exam. The majority of the Certified Application Developer Exam concepts and questions are covered in the ServiceNow Application Creation class but successful candidates will need ServiceNow application development experience outside of class to be successful. Successful completion of the Scripting in ServiceNow class is also recommended.

We recommend at least six months hands-on experience developing applications in ServiceNow. Successful candidates have application development and system administration roles, and belong to groups that allow developer access to ServiceNow.

General Prerequisites – Skills for Certification A successful candidate can:

• Design an application including business logic, user interface, and database logic.

• Determine if an application is a good fit with ServiceNow’s platform capability.

• Design and implement a user interface taking into consideration usability, form design, platform (desktop, tablet, and/or smartphone), and enhancing the user experience with scripts.

• Write, test, and debug client-side and server-side scripts.

• Implement security for an application using both contextual security and application scope.

• Automate an application using workflow, Document Feeds, email, Scheduled Script Executions, and Events.

• Create and use Application Properties.

• Integrate to external data sources.

• Manage applications including migration, downloading and installing, and managing source code.


Exam Structure The exam consists of 60 questions delivered in a 90-minute period.

The following table shows the Learning domains measured by this exam and the percentage of questions represented in each domain. About Questions and Responses For each question on the examination, there are four (4) possible responses. The person taking the exam reviews the response options and selects the most correct answer to the question. A wrong answer, called a distractor, is an incorrect answer a candidate with incomplete skill or knowledge may choose. A distractor is a plausible option that fits into the topic area defined by a test objective, but is not the correct response. Questions are presented in one of these formats. Multiple-Select (one or more answers) An examinee selects at least one response that accurately answers the question. These questions use the phase “Select all that apply” to indicate that there may be more than one correct response. Multiple Choice (single answer) An examinee selects one response that most accurately answers the question. True or False An examinee is presented with a statement and is asked to select the correct answer from the two options; the statement is either true or false. The Testing Process Each candidate must register for the exam. During the registration process, each test taker has the option of taking the exam at an Authorized Testing Center or as an online-proctored exam. In both testing venues, the Certified Application Developer exam is done through a consistent, friendly, user interface customized for ServiceNow tests. The Kryterion Testing Network (KTN) is worldwide and all locations offer a secure, comfortable testing environment. Candidates register for the exam at an exact date and time so there is no waiting and a seat is reserved in the testing center. Each candidate can also choose to take the exam as an online-proctored exam. This testing environment allows a candidate to take the test on his or her own system. Access to a web browser, a webcam, and broadband access to the Internet is required.


1. Designing and Creating an Application 15

2. Application User Interface 20

3. Security and Restricting Access 20

4. Application Automation 20

5. Working with External Data 10

6. Managing Applications 15 Total: 100


Learning Domain 1Designing and Creating an Application

A. Determine if an application is a good fit with ServiceNow

B. Design and implement a data model

C. Create modules

D. Create mobile versions of applications

E. Use Application Scope

Sample Item Q) Assume an application scope, sn_my_app, exists. Scripts from other application scopes can never delete records from tables in the sn_my_app scope. True or False? a) True b) False (Answer: B)

Learning Domain 2Application User Interface

A. Create, design, and customize forms

B. Add/Remove fields from forms and tables

C. Write, test, and debug client-side scripts for desktop and mobile

D. Write, test, and debug server-side scripts

E. Use a Record Producer as an application’s UI

Sample Item Q) Removing a field from a form using the Form Designer deletes the field from the database table. True or False? a) True b) False (Answer: B)

Learning Domain 3Security and Restricting Access

A. Restrict access to applications and application modules

B. Automatically create application Access Controls

C. Manually create, test, and debug Access Controls

D. Use GlideSystem methods to script security

E. Use Application Scope to protect application artifacts

Sample Item Q) The Application Access settings for a table are: a. Global application scope b.All application scopes c. This application scope d. ServiceNow application scope a) A and B b) B and C c) C and D d) A and C (Answer: B)

Learning Domain 4Application Automation

A. Write, test, and debug Workflow

B. Implement and use Document Feeds

C. Create and use Application Properties

D. Create Events, Scheduled Script Executions (Scheduled Jobs), and Utils (application) Script Includes

E. Send and receive email F. Design and create Homepages and reports

Sample Item Q) Which of the following is not a Report Type in ServiceNow? a) Trend b) Funnel c) Chart d) Pyramid (Answer: C)

Learning Domain 5Working with External Data

A. Import data in CSV or Excel format

Response In Theory: 1. Decide data source, is data coming from Excel, CSV, XML, JDBC or HTTP/FTP? 2. Create a ‘Transform Map’ , then ‘Run’ or ‘Schedule’ an Import.

Create Data Source – [Navigate to System Import Sets > Data Sources.] – (Create a data source record to define what data an import set should import.):

Select the type of data you are importing, such as from a remote File, a JDBC database, or using LDAP.

Data source fieldsAdditional fields appear on the data source form depending on the value of the Type field. (These additional fields appear on the data source form when the Type field value is File.) – This is where you specify configuration depending on file. Format Select one of the following formats from the list: CSV, CSV (tab), Excel, XML.

Create a Transform Map [Navigate to System Import Sets > Create Transform Map.] – Every import operation to an EXISTING system table requires a transform map (decides what column in source data that should be paired with the target table).

Automatic Mapping Utility (if already same name system will map for you)
The simplest mapping method is where all of the field names of the import sets match the names of the fields on the production tables onto which the data will be transformed. In this case, simply click Auto map matching fields in the related list in the Table Transform Map form and confirm proper matching. If there are any discrepancies in terms of how fields were automatically matched, use the mapping assist utility to correct them. When all fields are matched properly, click the Transform related link to begin transforming data onto the destination table.

Mapping Assist Utility (GUI that helps you manually pair source and target data)
The mapping assist utility provides a visually intuitive environment for specifying mapping between import set fields and production table fields. The mapping assist utility makes it possible to map a single source field (field on an import set table) to multiple destination fields (fields on a production table).

Create a field map [Navigate to System Import Sets > Transform Maps.] – The field map determines what values from the source table the transformation adds to the target table. These are the rules around when and how data should be transferred when the import is run. Examples:

Choice Action:

This field is available if the target field is a choice list or reference field. This field specifies what to do if the import set contains a reference or choice value other than those available. Select one of these options:

create: Create a new choice or record in the reference table.
ignore: Ignore the new value from the source table.
reject: Skip the entire row (record) containing the new value and continue to the next row.

Referenced Value Field Name:

When the target field is a reference field, the transform map needs a way to match incoming source values to existing records in the reference field’s source table. Since most imports do not provide a 32-character sys_id value, you must specify a column from the reference field’s source table that contains values that match the incoming source values.
When there is a matching record, the transform map stores the sys_id of the matching record in the target field. If there is no matching record, the transform map creates a new record in the reference field’s table and stores the sys_id of the new record in the target field.

Coalesce (Example, we have User ID as coalesce field in our system):

Configuring a target field to coalesce causes the import set to treat the field as a unique key. When selected, the import set application attempts to match source values to records with values from an existing record. If a match is found, the transform map updates the record instead of creating a new record. When false, the import set application always creates new records for each transformation. If multiple fields are set to coalesce, all coalesce values must match an existing record. If two fields are set for coalescing and a matching value is found for one of the coalescing fields but not on the other, a new record is inserted.
You must create an index on the target table if none of the coalesce fields are indexed. Indexing can improve performance for read and write operations. If one or more coalesce fields already has an index, you do not need to create an additional index. After setting the Coalesce value for all fields on the target table, use the Index Coalesce Fields related link to create an index. Before creating the index, ensure that the Coalesce value is set correctly for all fields on the target table to avoid creating unnecessary indexes for the same target table.

Response in Practice Loading Excel Data:

Response in Practice Loading CSV Data:

Export and Load all the ‘Transform Maps’ (will I also have to create the Tables?)

To Import Data in Excel Format: (Clean and use the data load templates we have for Ricoh – Create my own Import Set Tables and related Mapping for them, use scripts that Andy added (and save the XML for all of these for the future).

  1. We have the data in Excel format and need to prepare SNOW for bulk import of this data.
  2.  Spread Sheet: 

Create Impor Set (Load data to staging table)

System – Import Sets -> Load Data

– Create Table


This will now import data in to the staging table [f14_user_imp_table] and give the import a record ID: ISET0010001

Create Transform Map Record: (system now looks as import set source table [f14_user_imp_table] and columns in there, We now need to create a ‘Table Trasform Map’ record, this can be reused every time you run imports from this spread-sheet [f14_trandform_map]. Set TARGET table as [User sys_user]

Now we need to nap the columns in [f14_trandform_map] between source and target table.

Run Transform

B. Integrate to, including testing and debugging, an external data source using SOAP


The SOAP Web Services provided by ServiceNow are WS-I compliant, as outlined in the WS-I Basic Profile 1.0.

Concepts and Terminology

  • Provider – publishes web service for clients to invoke (consume)
  • Consumer – invokes / consumes published web service
  • Standards
    • WSDL
      • Web Service Description Language
      • XML document describing functions, arguments, data schema, and endpoint (where / how to invoke the service, URL)
      • WSDL only necessary when generating SOAP envelope programmatically
    • SOAP
      • Simple Object Access Protocol
      • XML document usually HTTP posted to web service endpoint described in WSDL
      • SOAP:Envelope / SOAP:Header / SOAP:Body
    • HTTP
      • Hyper-Text Transfer Protocol
      • POST vs GET – Web Service is POSTed
      • XML vs. Form POST – Web Service is XML

Web Service Provider

ServiceNow publishes its underlying table structures and associated data with the following Web Service methods:

  • Direct Web Services: Use a URL query to request a ServiceNow table’s WSDL.
  • Web Service Import Sets: Use import tables and transform maps to automate Web Service requests to ServiceNowtables.
  • Scripted Web Services: Use custom JavaScript to execute Web Services requests.
Note: SOAP messages are sent with the assumption that the recipient is XML compliant. No encoding is applied to the SOAP message. SOAP always decodes responses as UTF-8, the XML encoding header is not used.

C. Integrate to, including testing and debugging, an external data source using REST


REST (REpresentational State Transfer) is a simple stateless architecture that generally runs over HTTP.

The REST style emphasizes that interactions between clients and services are enhanced by having a limited number of operations. Flexibility is provided by assigning resources their own unique universal resource indicators (URIs). Because each operation (GET, POST, PUT, and DELETE) has a specific meaning, REST avoids ambiguity.

The REST API is active by default in all instances.

RESTful web services offer administrators several advantages, including:

  • Support for different HTTP methods to perform different actions
  • Detailed response codes and header information
  • Pagination support for large data sets
  • Streaming data on GET requests

The Automated Test Framework supports Inbound REST test steps. You can create automated tests for custom Inbound REST APIs that you create. Creating tests for your custom REST APIs simplifies upgrade testing, and makes it possible to verify modifications to a REST API are backward compatible. See Administering REST test step configurations and ATF REST test step configurations.


Sample Item Q) Which utility is used to determine if field names in an Import Set match the field names on the target table when importing data into ServiceNow? a) Transform Maps b) Auto Map Matching Fields c) CI Relationship Builder d) Business Service Management Map (Answer: B)

Learning Domain 6Managing Applications

A. Download and install applications

B. Use Team Development to manage source code versions and code review

C. Use the ServiceNow Git integration to manage source code

Sample Item Q) Identify the incorrect statement about the Team Development application in ServiceNow. a) Team Development allows for branching operations including pushing and pulling record versions between instances. b) Team Development uses Git to manage versions. c) Developers can compare a development instance to another development instance. d) The Dashboard is a central location for all team development activities. (Answer: B)