Phase 3: Advanced ServiceNow Administration & Management

This phase elevates your administrative thinking to the professional level, focusing on the cross-cutting concerns that define robust, enterprise-grade solutions. You will explore advanced strategies for database management, data migration and integration, and troubleshooting common administrative issues. Mastery of these topics is essential for synthesizing comprehensive solutions that balance competing priorities, a key skill for the CSA exam.

Scenario: Your company's initial ServiceNow implementation is complete. Now, as the lead administrator, you are responsible for the next stage: ensuring data integrity, managing complex integrations, and efficiently troubleshooting issues that arise.

Reflection Question: How does the focus shift from "making it work" in ServiceNow to "making it work well"—that is, making it secure, reliable, and operationally excellent—as an instance matures?