Best Starting Point in ServiceNow: System Administrator or Technical Project Manager?

[himanshupag]

As an experienced Project Manager with ITIL4 and PRINCE2 certifications, I’m starting my journey in ServiceNow. Would it be more beneficial to begin with the System Administrator path to build technical expertise, or should I leverage my experience and focus on the Technical Project Manager role from the start. What are the pros and cons of each approach.

[Robbie]

Hi @himanshupag,

The answer to this depends in what capacity you're going to be involved in with ServiceNow and the org(s) you work with. Assuming you're leveraging and building on your existing Project Management experience, the TPM (Technical Project Manager) program would definitely be the way to go. Will you be initiating, planning, executing, monitoring, and closing cross-functional programs? Well, this is the program for you.

Alternatively, if it's a slight career change or the opportunity to get hand on and actually implement the changes rather than plan and oversea them, then that's when you can go down the Administrator route. It wouldn't hurt to go through the free System Admin learning in parallel, but based on your experience and the assumption you'll be running program - the answer is easy - Technical Program Manager program.

Good luck on the journey and shout out if you need help.

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Thanks, Robbie

[himanshupag]

Hello @Robbie,

Thank you for your response! Your explanation of the TPM program and its alignment with my project management experience is very helpful. I appreciate your encouragement and will look into the free System Admin learning as well.

Thanks,

Himanshu Paghdal

[rohansargar · Accepted solution]

Hello @himanshupag 

1. System Administrator Path (Technical Expertise)

✅ Pros:
Builds a strong technical foundation in ServiceNow (platform administration, configuration, scripting basics).
Provides hands-on experience with ServiceNow architecture, workflows, and security.
Makes you self-sufficient in managing the platform without always relying on developers.
Opens opportunities for roles like ServiceNow Developer, Architect, or Consultant in the future.

❌ Cons:
More time-intensive since you're starting with technical aspects instead of leveraging your existing PM expertise.
Less immediate alignment with your Project Manager background.
Best for: If you want deep technical expertise and the flexibility to move into admin, development, or architecture roles later.

2. Technical Project Manager (Leverage Your Experience)

✅ Pros:
Immediate application of your ITIL4, PRINCE2, and PM skills in a ServiceNow environment.
Works well if you aim for leadership roles (ServiceNow Program Manager, Engagement Manager).
Lets you focus on process improvement, implementations, and stakeholder management rather than platform configuration.
You can pair with a technical team rather than needing to do hands-on work.

❌ Cons:
You might depend on ServiceNow Admins/Developers for technical tasks.
Limits your technical growth if you want to get into architecture or hands-on platform work.

Recommendation : 
Start with ServiceNow System Administrator certification (CSA) to gain foundational technical knowledge.

Mark Helpful if you got solution for your issue.

Best Regards,

Rohan.

[himanshupag]

Hello @rohansargar,

 

Thank you for your detailed response! I appreciate the breakdown of the pros and cons for both paths. Your recommendation to start with the CSA certification makes a lot of sense.

Thanks again for your guidance!

Best regards,

Himanshu Paghdal