ServiceNow System Overview

Jun 13, 2025

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Overview

This lecture introduces ServiceNow system administration, covering platform architecture, interface options, user access controls, and role management within the Orlando version.

Course Introduction & Objectives

  • The course covers ServiceNow admin training and fundamentals for beginners.
  • Training is designed to help prepare for ServiceNow admin certification exams and interviews.
  • After completion, students will understand the platform's features, architecture, and configuration.

ServiceNow Platform Overview & Architecture

  • ServiceNow is a cloud-based application platform as a service (PaaS).
  • It supports automation for various business functions including IT, HR, finance, and security.
  • ServiceNow is built on a single data model with a flexible table schema.
  • It uses a multi-instance architecture, meaning each customer has isolated instances.
  • Weekly full data backups and six days of daily differential backups are provided.
  • Multi-instance ensures each organization’s data is separate and can be restored independently.
  • Supports integration with single sign-on (SSO) using SAML 2.0.

ServiceNow Interfaces

  • Three access options: Native UI (main web interface), Mobile Apps, and Service Portal.
  • Native UI is the main interface for administrators and power users with features like real-time form updates and application navigator.
  • Supported browsers: Chrome, Microsoft Edge, Firefox, and Safari.
  • Mobile apps include ServiceNow Agent, Now Mobile, and ServiceNow Onboarding, tailored for agents, employees, and new hires.
  • Service Portal provides a self-service, widget-driven, user-friendly UI for end-users.

Authentication & Security

  • Supported authentication types: Local database, SSO (e.g., Okta), LDAP, OAuth 2.0, Digest token, and Multi-factor authentication.
  • Role-based access is used to control what users can view and do in the platform.

Users, Groups, and Roles

  • A user is granted access to ServiceNow via the user table.
  • Groups are collections of users with similar responsibilities or tasks.
  • Roles are collections of permissions assigned to groups or users.
  • Best practice is to grant roles to groups rather than directly to users for easier maintenance.
  • Out-of-the-box roles include admin (full access), approver, ITIL (ITSM app access), and catalog admin.
  • "Self-service users" have basic access without assigned roles, e.g., submitting requests.
  • The impersonate feature allows admins to view the platform as another user.

Key Terms & Definitions

  • Platform as a Service (PaaS) — cloud model for delivering application development and hosting infrastructure.
  • Multi-instance architecture — each customer has a separate, isolated instance in the cloud.
  • Role — collection of permissions controlling user access in ServiceNow.
  • Group — collection of users with shared responsibilities.
  • Self-service user — user with minimal access, usually without assigned roles.
  • Service Portal — advanced UI providing self-service capabilities via widgets.

Action Items / Next Steps

  • Review platform interface options in your ServiceNow instance.
  • Explore user, group, and role tables via the application navigator.
  • Experiment with the impersonate feature to understand access differences between roles.

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