How to Become a ServiceNow Administrator: Expert Tips, Real Demos, and Hands-On Practice

[BillMartin]

How to Become a ServiceNow Administrator: Expert Tips, Real Demos, and Hands-On Practice

If you're aiming to become a certified ServiceNow administrator, understanding the core concepts and practical steps is key to your success. Whether you're just starting or looking to deepen your expertise, this guide will walk you through what matters most in ServiceNow administration, using real-world examples straight from an experienced Certified ServiceNow instructor and practicioner with 25 years in IT and seven CIS certifications.

Get ready to learn the essentials of ServiceNow, including the Service Catalog, Flow Designer, Tables, and Access Controls, with hands-on advice and actionable steps that work in the real world. This post will help you get moving fast and build confidence as you grow your ServiceNow career.

 

Meet Your Mentor: Why Skills and Real Experience Matter

Every successful learning journey starts with a guide who’s walked the walk. Myself, your instructor, has more than two decades in enterprise IT and has spent eight years teaching ServiceNow administrators. Holding seven Certified Implementation Specialist (CIS) credentials and is recognized as both a solution architect and a certified enterprise architect.

My passion is helping students reach their ServiceNow goals and thrive—whether their organization is a small business or a global enterprise. His message is simple: bookmark the right resources, keep learning, and don’t hesitate to get your hands dirty. Mistakes teach more than theory alone.

Your Ultimate ServiceNow Resource List

To succeed as a ServiceNow admin, you need fast access to accurate documentation and the best online communities—not just one manual or outdated PDF. I recommend making these five links your daily go-to guides:

• ServiceNow Documentation: docs.servicenow.com
• ServiceNow Community: community.servicenow.com
• ServiceNow Developer Portal: developer.servicenow.com
• Now Learning: nowlearning.servicenow.com
• Product Release Notes and Updates: Keep up with platform updates as they roll out

Bookmark these pages. Referring back to them as you work will make you faster and help you build real, lasting knowledge. No one knows everything offhand—being able to find and apply knowledge quickly sets you apart.

Service Catalog: Creating Items, Roles, and Approvals

The Service Catalog is where ServiceNow delivers value to end users. It lets employees or clients request services and products—anything from hardware to helpdesk support. Bill’s approach is practical: build and practice in a lab environment so you aren't afraid to try new things.

How to Create a Service Catalog Group, Role, and Item

Here’s an example walkthrough that matches the experience of an actual ServiceNow class:

1. Create a Catalog Manager Group and Role

• In the application menu, go to User Administration
• Create a new group (e.g., "Catalog Managers and Editors")
• Assign the right roles for catalog access and management using drag-and-drop

2. Add Users to the Group

• Select relevant users (e.g., search by initials, then add to the group)
• Save to confirm

3. Find Catalog Builder

• Search for "Catalog Builder" in the application navigator
• Start a new catalog item using the user-friendly wizard

4. Build a Catalog Item Example

• Use a template for consistency and simplicity
• Example: Create a "Request Logitech Wireless Mouse" item
• Add a description and an image for clarity
• Set the correct category for easy navigation

5. Add Variable Questions

• Add multiple questions as needed (e.g., choice fields or text input)
• Set mandatory fields if data is required for approval

6. Review and Attach Flows

• Attach out-of-the-box approval flows
• Review item before publishing

Once published, the item appears in the ServiceNow portal—ready for users to request and for managers to approve.

Why Practice Is Essential

The lab encourages you to experiment. Don’t be afraid to make mistakes. Each action reinforces your understanding—like developing muscle memory while learning to play guitar.

Flow Designer: Automate Workflows Without Code

ServiceNow’s Flow Designer lets you create business process automation using a no-code or low-code interface. This is a major productivity booster for admins and makes workflows easy to follow, edit, and maintain.

Building a Real Flow to Update Incidents

Here’s how you set up a workflow that automatically updates incident records:

1. Open Flow Designer from the application menu (UI16 view, for most users).
2. Create a new flow—add a name and a description for clarity, such as “Auto-Update Incident Record.”
3. Define a trigger: Choose when the flow should start (record created or updated).
4. Set conditions if needed (e.g., only run if the incident is active).
5. Add actions: For example, automatically change the state of the incident to "In Progress."
6. Add additional steps like "Send Email" using service data fields (dynamic data, called data pills).
7. Save and test the flow. Choose a record, run the test, check execution results, and debug as needed.

 

Key Points About Flow Designer

• It uses intuitive triggers (record-based, schedule-based, application-based)
• Automated actions (update records, send notifications, run approvals)
• Dynamic fields pull data live as workflows execute
• Testing and debugging help you catch and fix problems quickly

Becoming skilled with Flow Designer lets you automate routine work and keeps you focused on projects that move the company forward.

Working With Tables: Structure, Inheritance, and Custom Applications

Tables are the backbone of ServiceNow. They store records and define structure for every kind of request, asset, or process on the platform.

Creating and Extending Tables

You might need to build a custom application—like a simple Movies app—to learn about table extension and permissions.

• Navigate to System Definition > Tables
• Create a new table (e.g., "Movie")
• Choose a base table to extend (e.g., "Task") to inherit features like approvals and workflow integration
• Set the menu name and modules for easy access
• Save the table to keep your changes before exiting

By extending a table from an established base like Task, your custom app gains powerful built-in features with less work.

Views, Roles, and Modules

• Create custom views for different roles (e.g., approval views to show approval history)
• Add application modules (e.g., "Create Movie," "Edit Movie") for a user-friendly experience
• Assign roles to control access. For example, only users in the "Movie Administrator" group can create or edit movie records

 

The Hierarchy of Table Inheritance

Here’s a simple example:

Parent Table Child Tables Features Inherited

Task	Incident, Problem, Change	Approval workflows, state mgmt
Movie (custom)	N/A	Inherits from Task

This structure helps you build apps that scale and can be customized for unique business needs.

 

Access Control: Roles, Groups, and ACLs

Securing data and processes in ServiceNow comes down to understanding roles, groups, and Access Control Lists (ACLs). I deeply emphasize that clear permissions are essential for both security and operational clarity.

Steps to Control Access

1. Create a Role and Group: Set up a “Movie Administrators” group, assign the role you created to it, and add users.
2. Grant Module Access: Connect roles with application modules so only authorized users see the right menus.
3. Define Access Controls (ACLs):
   • Navigate to System Security > Access Control (ACL)
   • Elevate your role to Security Admin if needed
   • Create ACLs for Create, Read, Update, and Delete (CRUD) for your custom table or fields
   • Assign the correct role(s) in each ACL entry to enforce control

 

ACL Structure in ServiceNow

Think of ACLs like house keys:

• A match gives access to only some rooms (fields or tables)
• Each operation (Create, Read, Update, Delete) can be granted separately
• Assign permissions at the group or individual level based on least privilege needed

ACLs aren't set-and-forget. Test them as different users to make sure access aligns with your security requirements.

 

Best Practices and Mindset for Mastery

My central message to students is this: practice leads to proficiency. Every test, experiment, or mistake builds your knowledge and confidence. Use the resources available, ask questions in the ServiceNow community, and never settle for just a surface understanding.

I encourage future admins to:

• Always try out new features in a test environment first
• Bookmark key resources for quick answers
• Assign roles and permissions with care
• Ask questions and help others—teaching accelerates your own learning

 

Conclusion

Becoming a ServiceNow admin requires both knowledge and practical experience. With the right resources, a willingness to experiment, and an understanding of both the platform and security best practices, you’ll equip yourself for a successful role.

For deeper demos, live screen walkthroughs, and more hands-on tips on all these ServiceNow admin essentials, make sure to watch the full video linked above and subscribe for more in-depth sessions as you grow.

The ServiceNow community thrives when everyone shares their journey. If you have questions, join the discussion online. Share your insights and keep learning—the platform keeps evolving and so should you.

Ready to take the next step? Watch the full session, subscribe for updates, and start building your ServiceNow expertise today. Your future as a ServiceNow administrator starts now.

[RAMMUTLA · Accepted solution]

This is a great article, Martin. Thank you so much.

[RAMMUTLA · Accepted solution]

This is a great article, Martin. Thank you so much.

[BillMartin · Accepted solution]

Thank you @RAMMUTLA , I am glad you find it helpful

[Dr Atul G- LNG]

Hi @BillMartin

I am following your blogs and was wondering if I can study your posts. I understand that currently only Rising Stars, MVPs, and SN employees can write blog posts on the community. It would be helpful if you could prefix the word “Blog” in your subject line. This would make it easier for users to search, and it would also clearly differentiate a blog from a question. Additionally, it would allow us to bookmark posts for future reference.

Hope that’s okay with you!

[BillMartin]

hi @Dr Atul G- LNG , Thank you for your guidance.