Phase 2: Core ServiceNow Administration Practices

This phase delves into the fundamental building blocks of any ServiceNow solution. Mastering the design patterns for platform overview, instance configuration, collaboration, and self-service is essential for constructing robust, scalable, and efficient administrative practices. Each section will equip you with the knowledge to evaluate trade-offs and select the optimal configurations for specific workload requirements, a core competency tested in the CSA exam.

Scenario: You are tasked with setting up a new ServiceNow instance for a small department. You must make foundational decisions about how users will navigate, how applications will be configured, and how teams will collaborate and access self-service options.

Reflection Question: How do the principles of user-centric design and operational efficiency influence every configuration choice you make across platform navigation, instance setup, and collaboration features?