What does ServiceNow actually do?

Jobi Thevuapra Samuel

ServiceNow Certified Administrator

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I heard about ServiceNow 3 years back.

A friend of mine told me "ServiceNow team" is looking for new people so maybe you should checkout.

I said I don't know anything about ServiceNow but he said "Don't worry, they're looking for smart people like you who can learn fast"

That statement gave me a motivation to look into ServiceNow.

Is ServiceNow a software or a tool?

Servicenow is more over a platform which have many capabilities. One of the capability is explained in this video below. Many of the companies are facing a series problem and you can see how Servicenow is solving that problem with the help of their platform. 

If you have experience with any company, you know how their support team work right? You send an mail saying there is a problem, but did you ever get any reply?

Most of the companies ignore such emails or never get back to you but do you know the consequences of ignorance?

Few companies know, that's why they are focusing on user experience better user experience means happy customer, happy customer means revenue. Revenue means less chance of bankrupting your company. 

If there is no customer, there is no company. 

In the example above you saw how a simple email can automatically create a ticket and start a workflow. That doesn't happen by default. It's configured by a ServiceNow Administrator. 

ServiceNow certified administrator...

A servicenow certified administrator is the one who is handling companies production ServiceNow instance. 

They are the one configuring and managing the Servicenow platform so that the workflows smoothly runs across organization.  

They're responsible for: 

• Managing users, roles, and access

• Configuring forms, fields, and tables

• Building workflows and automations

• Setting up SLAs, notifications, and approvals

• Creating reports and dashboards

• Supporting upgrades and continuous improvements

They work closely with business team to make sure Servicenow solve real world problems. Without Servicenow:

1. Tickets get misrouted

2. Work is delayed

3. Automation fails

4. Users lost trust in the system 

A skilled Servicenow administrator ensures clear ownership & consistent result

I passed on the 3rd attempt!

ServiceNow exam is not easy like other exams that's why a certified ServiceNow administrator is earning more than $100,000 per year average in US. I passed Servicenow CSA exam after 3rd attempt and the reason why I failed is explained in this video below!