ServiceNow Certified System Administrator Certification Guide

ServiceNow is an automation platform started with the streamlining of incidents, problems, requests, and changes in industries. It provided a comprehensive platform to handle all the tickets with automated workflows embedded with a database to store and review the details of tickets, as needed by professionals and by companies. Presently, it caters to many industries with modules focusing on IT, CRM, risk, security, employee experience, and application development solutions.

This guide begins with Next Experience UI Navigation and instance configuration, including user roles and group management. You will master application collaboration through lists, forms, and Visual Task Boards, while learning to manage mobile workflows via Now Mobile and Agent Mobile. The book explains automation using Flow Designer, Virtual Agent, and SLA definitions, alongside performance monitoring and upgrade history. You will dive deep into database management, covering CMDB/CSDM, import sets, and transform maps. The technical journey concludes with UI and data policies, client/server scripting, and secure access using ACLs for table protection, all managed via system update sets.

By the end of the book, you will be professionally competent to handle complex administrative tasks and confidently clear the CSA exam. You will possess a practical understanding of the ServiceNow ecosystem, ready to implement secure, automated, and efficient solutions in any real-world business environment.

What you will learn

● Get started with ServiceNow administration and set up your ServiceNow instance.

● Understand about installing plugins, configuring lists and forms.

● Get started with configuring ServiceNow Reporting and Dashboards.

● Understand the various components of ServiceNow such as Flow Designer, Virtual Agent (chat bot), Service Catalog and apply it for business applications.

● Passing the CSA ServiceNow certification as the entry point to ServiceNow technology in your career.

Who this book is for

This book will target software professionals, developers, and IT administrators, this book requires no prior ServiceNow experience. It serves as the ideal entry point for those pursuing CSA certification to master low-code automation and build modern applications across various enterprise domains.

Table of Contents

1. CSA Platform Overview and Navigation

2. CSA Instance Configuration

3. Configuring Applications for Collaboration

4. Self-service and Automation

5. Database Management

6. Data Migration and Integration

7. Case Studies CSA

8. ServiceNow CSA Practice Exams

9. Summing Up and Future Trends