Support for the RoadMap

[RohitPapann]

Hi everyone,

I’m new to ServiceNow and would like to start learning it from scratch with a proper and structured roadmap. I’ve already created my developer instance, but I’m a bit confused about where exactly to begin and how to progress step-by-step.

Could anyone please guide me on:

1. What’s the correct learning order — for example, should I start with CSA (Certified System Administrator) or first learn ITSM / FSM / HRSD, etc.?

2. How to plan the journey from a beginner level to a ServiceNow Developer / Admin professional?

3. Any recommended learning path (modules, documentation, or projects) on Now Learning or elsewhere that can help build a solid foundation?

4. Also, how much scripting knowledge (like JavaScript or Glide APIs) is needed initially?

My goal is to gain hands-on knowledge and later prepare for certifications like CSA and CAD, but I want to ensure I’m following the right learning order from the beginning.

Any guidance, learning tips, or shared experiences from the community would be really helpful.

Thanks in advance for your time and support! 🙏

— Rohit

[Matthew_13 · Accepted solution]

If you’re brand new to ServiceNow, I would not recommend starting with ITSM, HR, or development yet. Those are built on top of the platform. If you skip the basics, everything later feels confusing and random.

I think it works best is this order:

First – learn the platform itself
Since you already have a developer instance, just spend time exploring:

• how lists and forms work

• what tables and records are

• users, groups, and roles (no need to go deep yet)

• update sets (this one is important)

This is where things start to “click.”

Next – go for CSA
CSA should be your first goal. Even developers are expected to understand admin basics. CSA teaches you how ServiceNow actually behaves and why things work the way they do.

Then – learn ITSM
Once you understand the platform, ITSM suddenly makes sense:

• Incident, Change, Request

• SLAs and assignments

• basic workflows and flows

If you try ITSM before this, it just feels like memorizing screens.

After that – development (CAD path)
Only after CSA + some ITSM experience should you dive into scripting.
The good news:
You don’t need to be a JavaScript expert to start. Basic JS plus learning when scripts run client vs server is enough early on.

My biggest tip: use your dev instance constantly. Build small things. Break them. Fix them. That’s how real understanding happens.

If you follow that path I think you won’t feel lost and you won’t have to relearn everything later.

@RohitPapann - Please mark as Accepted Solution and Thumbs Up if you find Helpful!!

[Mohammed8 · Accepted solution]

Hi @RohitPapann 

If you are to ServiceNow its best to begin with CSA fundamentals. Complete the course in ServiceNow university and take CSA certification. Clearing CSA will boost your confidence.

Next if you looking for developer roles go for CAD course and learn ServiceNow scripting along with getting your JavaScript base strong as it is very much essential for developer roles. 

Next  try to learn clear CIS-DF as its mandatory pre-requisite for ITSM and few other certs. CIS-DF has free first attempt till June 30th 2026 , so don't miss out on this opportunity

Next depends on what field you are interested or working in your project. I see you mention FSM/ITSM /HRSD then go for FSM/ITSM or HRSD depending open your project or field of interest.

Here I'm sharing my blog where I have mentioned ServiceNow links to course for CSA,CAD and FSM. Have a look if you have got time:

https://www.servicenow.com/community/training-and-certifications/blog-1-from-csa-to-cad-to-fsm-my-se... 

If you find this useful please mark it as helpful/solution accepted

Thanks and Regards,

Mohammed Zakir

[spushpraj38]

Hi Rohit,

welcome to the ServiceNow ecosystem.

It’s great that you’ve already created your Developer Instance. That’s the perfect first step.

I’ll try to answer your questions in a clear learning order, based on how ServiceNow is used in real projects and how certifications are structured.

Correct learning order:

Do not start directly with ITSM, HRSD, or FSM. First, you need to understand the ServiceNow platform itself.

Recommended beginner to advanced order:

1. Platform fundamentals
   Start with:

• Welcome to ServiceNow

• Platform Basics

• Navigation, tables, forms, lists, and roles

1. CSA preparation (foundation stage)
   This stage helps you understand:

• Users, groups, and roles

• ACLs (security)

• UI Policies and Client Scripts

• Business Rules

• Notifications

• Flow Designer basics

CSA knowledge is the base for everything else.

1. ITSM (after CSA concepts)
   Learn:

• Incident, Change, and Problem

• Requests, Catalog, and SLAs

• Real-world service management processes

1. Developer path (after CSA and ITSM)
   Focus on:

• JavaScript fundamentals

• Glide APIs

• Script Includes

• Advanced Business Rules

• IntegrationHub

• CAD preparation

1. Domain products (optional, later)
   Choose based on career goals:

2. HRSD

3. FSM

4. CSM

[Matthew_13 · Accepted solution]

If you’re brand new to ServiceNow, I would not recommend starting with ITSM, HR, or development yet. Those are built on top of the platform. If you skip the basics, everything later feels confusing and random.

I think it works best is this order:

First – learn the platform itself
Since you already have a developer instance, just spend time exploring:

• how lists and forms work

• what tables and records are

• users, groups, and roles (no need to go deep yet)

• update sets (this one is important)

This is where things start to “click.”

Next – go for CSA
CSA should be your first goal. Even developers are expected to understand admin basics. CSA teaches you how ServiceNow actually behaves and why things work the way they do.

Then – learn ITSM
Once you understand the platform, ITSM suddenly makes sense:

• Incident, Change, Request

• SLAs and assignments

• basic workflows and flows

If you try ITSM before this, it just feels like memorizing screens.

After that – development (CAD path)
Only after CSA + some ITSM experience should you dive into scripting.
The good news:
You don’t need to be a JavaScript expert to start. Basic JS plus learning when scripts run client vs server is enough early on.

My biggest tip: use your dev instance constantly. Build small things. Break them. Fix them. That’s how real understanding happens.

If you follow that path I think you won’t feel lost and you won’t have to relearn everything later.

@RohitPapann - Please mark as Accepted Solution and Thumbs Up if you find Helpful!!

[Mohammed8 · Accepted solution]

Hi @RohitPapann 

If you are to ServiceNow its best to begin with CSA fundamentals. Complete the course in ServiceNow university and take CSA certification. Clearing CSA will boost your confidence.

Next if you looking for developer roles go for CAD course and learn ServiceNow scripting along with getting your JavaScript base strong as it is very much essential for developer roles. 

Next  try to learn clear CIS-DF as its mandatory pre-requisite for ITSM and few other certs. CIS-DF has free first attempt till June 30th 2026 , so don't miss out on this opportunity

Next depends on what field you are interested or working in your project. I see you mention FSM/ITSM /HRSD then go for FSM/ITSM or HRSD depending open your project or field of interest.

Here I'm sharing my blog where I have mentioned ServiceNow links to course for CSA,CAD and FSM. Have a look if you have got time:

https://www.servicenow.com/community/training-and-certifications/blog-1-from-csa-to-cad-to-fsm-my-se... 

If you find this useful please mark it as helpful/solution accepted

Thanks and Regards,

Mohammed Zakir

[Dr Atul G- LNG · Accepted solution]

Hi @RohitPapann 

Greetings!

I am a ServiceNow trainer and would be happy to guide you.

ServiceNow is expanding both in depth and breadth these days, so moving forward, career planning needs to be done very carefully.

Anyone who wants to start their career in ServiceNow should begin with the basics—ServiceNow Administration. This helps participants understand the platform, terminology, core concepts, architecture, and foundational knowledge that is used across all ServiceNow products. At this stage, you can prepare for the CSA (Certified System Administrator) certification. There are dedicated CSA courses available on Now Learning, either as individual courses or guided learning journeys—you can choose what suits you best.

After completing CSA, the next step depends on the direction you want to take—development or a specific product specialization.
If you want to move into development, CAD (Certified Application Developer) is the next step. This focuses on development concepts, scripting, and other coding-related aspects of ServiceNow.

After that, you can choose any product based on your interest and demand, such as ITSM (which is widely required), CSM, HRSD, GRC, or any other ServiceNow product, and continue growing in that direction.

As a foundation, CSA → CAD is a good path to follow.

Additionally, if you do not want to go into development, there are other career options such as Business Analyst (BA), Business Process Consultant (BPC) (I am a BPC), Technical Support Specialist, or Change Manager (OCM).

System Administrator Career Journey - ServiceNow University

Application Developer Career Journey - ServiceNow University