ServiceNow Certified System Administrator (CSA)

About Course

Foundational ServiceNow administration: platform basics, user administration, the Service Catalog, core ITSM processes and reporting, mapped to the CSA exam blueprint.

About 18 hours.

Course Content

Module 1: Platform administration basics

Instance navigation and the application menu
Tables, fields and forms
Update sets and instance management

ServiceNow Certified System Administrator (CSA)

About Course

Course Content

Module 1: Platform administration basics

Instance navigation and the application menu

Tables, fields and forms

Update sets and instance management

Module 2: User administration and security

Users, groups and roles

Access control lists (ACLs)

Data policies versus UI policies

Module 3: Service Catalog and Request Management

Building a catalog item

Variables, variable sets and record producers

Approval workflows

Module 4: Core ITSM processes

Incident management fundamentals

Problem and change management basics

Knowledge base management

Module 5: Reporting and exam prep

Building reports and performance analytics basics

Notifications and business rules overview

60-question timed practice exam