ServiceNow
Administer a working instance, from incident queues to controlled platform changes.
Projects, case studies and mock exams
Build a Service Desk triage queue for the morning handoff, fix blank assignments and keep closed work out.
7 steps · 35 minCase study · IntermediateSLA breach investigationSeveral SLA breach rows may be one incident. Find the distinct affected incidents and the team that should follow up.
7 steps · 35 minProject · IntermediateCatalog approval projectSet up a laptop request that needs manager approval before fulfillment, then place an order and confirm it.
8 steps · 35 minProject · AdvancedIncident backlog dashboardBuild a dashboard for the operations review: backlog by team, open priorities, unassigned work and breached incidents.
8 steps · 35 minCase study · AdvancedResolution metrics caseExplain why the resolution metric differs from an incident count, and decide how missing times and reopened records count.
6 steps · 35 minProject · AdvancedOnboarding flow projectBuild an access request flow that waits for Rosa Vega's approval before it creates a fulfillment task.
8 steps · 35 minCase study · AdvancedFlow repair caseRequested items get a new fulfillment task every time someone edits them. Find the trigger mismatch and replace the flow.
6 steps · 35 minProject · AdvancedMessy asset import projectImport a messy asset spreadsheet: trim serial numbers, update the existing asset and handle the row without a serial.
8 steps · 35 minCase study · AdvancedImport quality caseA past import used a model name as identity. Show the problem, correct the map and load the rows with clean keys.
6 steps · 35 minProject · ExpertLeast privilege projectAdd Maya Chen to the Service Desk with only the access the role needs, and prove what she can't do.
7 steps · 35 minProject · ExpertService transition projectCheck and complete an update set for a small release: a mandatory field, a report and an access request flow.
8 steps · 35 minMock exam · ExpertCSA mock exam 1Complete 60 original single-select and multiple-select questions in 90 minutes.
60 questions · 90 minMock exam · ExpertCSA mock exam 2Complete 60 original single-select and multiple-select questions in 90 minutes.
60 questions · 90 minPractice ServiceNow administration in an original browser instance for Northstar Field Services. Build filters and forms, manage incident and service workflows, and turn operational records into reports. Continue into automation, imports, access controls, and controlled configuration migration. Guided tasks give way to independent practice, connected projects, and evidence-based case studies. The complete curriculum includes interview preparation and two original timed CSA-style mock exams. Product names describe the interface being practiced. The exercises use fictional records, and the course is independent of ServiceNow.
Beginner
Lists and condition builders
Build precise queues and useful list views.
Forms and collaboration
Edit records and preserve their communication history.
Intermediate
Incident operations
Prioritize, assign and resolve service interruptions.
Problem, change and SLAs
Investigate service processes and their SLA evidence.
Catalog and knowledge
Build complete requests and maintain reusable guidance.
Advanced
Reports and operations metrics
Build checked reports and interpret operational metrics.
Flows and approvals
Route matching records through tested automation.
Tables and imports
Define typed records and safely transform incoming data.
Expert
Access and configuration data
Apply least privilege and understand service data responsibility.
Configuration and migration
Choose execution contexts and package controlled configuration.
Interviews and CSA preparation
Explain operational decisions and practice the published exam format.