Updated in May 2025.

This course now features Coursera Coach! A smarter way to learn with interactive, real-time conversations that help you test your knowledge, challenge assumptions, and deepen your understanding as you progress through the course. The journey begins with an introduction to the ServiceNow platform, starting with the basics of what ServiceNow is and why it's a crucial tool for IT service management. You'll explore its user interface and learn how to configure key elements like the banner, tables, forms, and more. This section serves as the foundation, ensuring you're comfortable navigating the platform. Next, the course dives deeper into the essential tasks of application management and user administration. You'll learn how to manage users, groups, and roles, as well as set up notifications and filters. By building custom applications and exploring advanced features like business rules, client scripts, and form automation, you’ll develop the expertise to manage complex workflows and automate tasks within ServiceNow. The final stages of the course focus on critical topics such as service-level agreements (SLAs), access control lists (ACLs), and the Service Catalog. By mastering these areas, you'll be prepared to build efficient service catalogs, create comprehensive reports, and manage knowledge bases. With dashboards and widgets, you'll gain the skills to optimize IT service delivery. The course concludes with a thorough summary, leaving you well-equipped to handle any ServiceNow system administration task with confidence. This course is designed for IT professionals, system administrators, and developers who want to master ServiceNow administration. No prior experience with ServiceNow is required, but a basic understanding of IT systems and processes is beneficial.