User Administration in ServiceNow is a fundamental aspect of system management that enables administrators to control access, manage identities, and maintain security across the platform. As a Certified System Administrator, understanding user administration is essential for effective platform governance.

User administration encompasses several key components. First, User Records contain essential information about each individual accessing the system, including username, email, department, location, and contact details. These records are stored in the sys_user table and serve as the foundation for identity management.

Groups allow administrators to organize users based on roles, departments, or functions. By assigning users to groups, administrators can efficiently manage permissions and streamline access control. Groups are particularly useful when configuring assignment rules, notifications, and approval workflows.

Roles define what actions users can perform within ServiceNow. Administrators assign roles to users or groups to grant specific capabilities, such as creating incidents, approving requests, or configuring system settings. The principle of least privilege should guide role assignments, ensuring users have only necessary permissions.

Access Control Lists (ACLs) work alongside roles to determine what data users can view, create, update, or delete. These rules protect sensitive information and maintain data integrity across the platform.

User provisioning involves creating, modifying, and deactivating user accounts throughout their lifecycle. Integration with external identity providers like LDAP, Active Directory, or SSO solutions automates this process and ensures consistency between ServiceNow and enterprise directories.

Delegation allows administrators to temporarily grant elevated permissions to users for specific tasks. This feature supports business continuity when primary administrators are unavailable.

Effective user administration requires regular audits to review access patterns, identify inactive accounts, and ensure compliance with organizational policies. Administrators should establish clear procedures for onboarding new users, managing role changes, and offboarding departing employees to maintain a secure and well-organized ServiceNow environment.

User Records and Fields are fundamental components in ServiceNow that store and manage information about individuals who interact with the platform. Understanding these elements is essential for ServiceNow Certified System Administrators.

A User Record represents a single person within the ServiceNow instance, whether they are employees, contractors, customers, or external users. Each user record contains various fields that capture essential information about that individual.

Key fields in User Records include:

**User ID**: A unique identifier used for login purposes. This field is mandatory and must be distinct across the instance.

**Name Fields**: First name, last name, and full name fields help identify users throughout the system.

**Email**: The primary email address used for notifications, password resets, and communication.

**Department**: Links the user to their organizational department for reporting and access control purposes.

**Manager**: References another user record, establishing reporting hierarchies within the organization.

**Location**: Identifies where the user is physically based, useful for asset management and service delivery.

**Title**: The users job title or position within the organization.

**Active**: A boolean field indicating whether the user account is currently active or has been deactivated.

**Roles**: Determines what permissions and access levels the user has within ServiceNow.

**Groups**: Collections of users that share common responsibilities or access requirements.

Administrators can customize user records by adding additional fields to meet organizational needs. User data can be populated manually, through imports, or synchronized from external directories like LDAP or Active Directory.

Proper management of user records ensures accurate assignment of tasks, appropriate access controls, and effective collaboration across teams. Maintaining clean user data is crucial for reporting accuracy, workflow automation, and overall system integrity within the ServiceNow environment.

Groups and Group Membership are fundamental concepts in ServiceNow that enable effective collaboration and streamlined administration within the platform.

Groups in ServiceNow are collections of users who share common responsibilities, roles, or functions within an organization. They serve multiple purposes including assignment routing, notification distribution, and access control. Groups can represent departments, teams, geographic locations, or any logical grouping that aligns with your organizational structure. For example, you might have groups like 'IT Support', 'HR Team', 'Network Operations', or 'Change Advisory Board'.

Group Membership defines which users belong to specific groups. When a user is added as a member of a group, they inherit the group's associated roles, responsibilities, and permissions. This membership relationship is managed through the Group Members (sys_user_grmember) table, which links users to their respective groups.

Key features of Groups include:

1. Assignment Groups - Tasks, incidents, and requests can be assigned to groups rather than individuals, allowing any group member to work on items.

2. Approval Groups - Groups can be configured as approvers for workflows and change requests.

3. Notification Groups - Email notifications can be sent to entire groups, ensuring all relevant stakeholders receive important updates.

4. Role Inheritance - Roles assigned to a group are automatically granted to all group members, simplifying access management.

5. Group Types - ServiceNow supports different group types to categorize and organize groups effectively.

Managers can be designated for groups, providing oversight and escalation paths. Groups can also have nested relationships, where one group contains other groups as members.

Administrators manage groups through the User Administration module, where they can create groups, add or remove members, assign roles, and configure group properties. This centralized approach to managing user collections significantly reduces administrative overhead and ensures consistent access control across the platform.

Roles and Role Assignment in ServiceNow are fundamental concepts for managing user access and permissions within the platform. A role is a collection of permissions that define what actions a user can perform and what data they can access in the ServiceNow instance. Roles control access to applications, modules, tables, and specific functionalities throughout the system.

ServiceNow comes with many predefined roles such as admin (full system access), itil (IT service management tasks), catalog_admin (service catalog management), and knowledge (knowledge base management). Organizations can also create custom roles tailored to their specific business requirements.

Role Assignment is the process of granting roles to users or groups. There are several methods to assign roles in ServiceNow:

1. User Record Assignment: Roles can be assigned to individual users through their user record by adding entries to the Roles related list.

2. Group-Based Assignment: When users are added to groups that have roles assigned, they inherit those roles. This is the recommended approach for easier management and scalability.

3. Role Inheritance: Roles can contain other roles, creating a hierarchy. When a user receives a parent role, they automatically receive all child roles included within it.

Best practices for role management include following the principle of least privilege, where users receive only the minimum permissions necessary for their job functions. Organizations should regularly audit role assignments to ensure compliance and security.

The User Administration module provides tools for managing roles, including the ability to view role hierarchies, check who has specific roles, and understand role dependencies. Administrators can use the sys_user_has_role table to query and report on role assignments across the instance.

Effective role management ensures proper security, maintains data integrity, and supports compliance requirements while enabling users to perform their responsibilities efficiently within the ServiceNow platform.

Access Control Lists (ACLs) in ServiceNow are security rules that control user access to data and functionality within the platform. They serve as gatekeepers, determining who can read, write, create, or delete records in tables and fields.<br><br>ACLs operate on a hierarchical evaluation system. When a user attempts to access data, ServiceNow checks applicable ACL rules from most specific to least specific. The system evaluates table-level rules first, then field-level rules. If no ACL exists for a specific object, access is denied by default, following the principle of least privilege.<br><br>Each ACL rule consists of several key components. The Operation defines what action is being controlled, such as read, write, create, or delete. The Name specifies the table and optionally the field being protected. The Requires role field indicates which roles users must possess to pass the rule. Additionally, conditions can be set using scripts or simple filters to create more granular access control.<br><br>ACLs support three evaluation methods. Role-based checks verify if users have required roles assigned. Conditional checks use record-based conditions to filter access. Script-based checks allow complex logic through server-side JavaScript for sophisticated scenarios.<br><br>The evaluation order follows a specific pattern. ServiceNow first checks if any ACL applies to the request. Then it evaluates whether the user meets the role requirements. Next, it processes any conditions defined. Finally, it executes any scripts attached to the rule.<br><br>Best practices for ACL management include documenting all custom rules thoroughly, testing changes in sub-production environments before deployment, using roles rather than individual users for maintainability, and regularly auditing existing rules to ensure they align with current security requirements.<br><br>Understanding ACLs is essential for system administrators as they form the foundation of ServiceNows security model, protecting sensitive data while enabling appropriate access for users to perform their job functions effectively.

Data Policies in ServiceNow are powerful tools that enforce data consistency and integrity across the platform. They function similarly to UI Policies but with a crucial difference: Data Policies apply to all data entry points, including web services, import sets, and the standard user interface, whereas UI Policies only affect the browser-based interface.

Data Policies allow administrators to define rules that make fields mandatory, read-only, or enforce specific conditions whenever records are created or updated. This ensures that critical business rules are applied consistently regardless of how data enters the system.

Key components of Data Policies include:

1. **Conditions**: Define when the policy should be applied based on field values or other criteria. You can specify complex conditions using the condition builder.

2. **Data Policy Rules**: These specify what actions to take, such as making fields mandatory or read-only when conditions are met.

3. **Apply to Import Sets**: When enabled, the policy enforces rules on data coming through import operations.

4. **Apply to Web Services**: Ensures that API calls and integrations also respect the defined rules.

5. **Reverse if False**: This option determines whether the policy should undo its actions when conditions are no longer met.

Data Policies are essential for maintaining data quality in enterprise environments where information flows through multiple channels. For example, you might create a Data Policy requiring that all Incident records must have a Category field populated, ensuring this rule applies whether an incident is created through the self-service portal, email integration, or REST API.

Administrators should carefully plan Data Policy implementation to avoid conflicts with existing business rules or UI Policies. Testing in sub-production environments is recommended before deploying to production to ensure smooth operations and prevent unexpected behavior during record creation or updates.

UI Policies in ServiceNow are powerful client-side tools that dynamically change the behavior and appearance of forms based on specific conditions. They allow administrators to control form fields in real-time as users interact with records, enhancing user experience and ensuring data integrity.

UI Policies work by evaluating conditions and then applying actions when those conditions are met. The primary actions available include making fields mandatory, read-only, or visible/hidden. For example, when a user selects 'Hardware' as the category on an incident form, a UI Policy can automatically display additional hardware-related fields while hiding irrelevant ones.

Key components of UI Policies include the condition builder, which defines when the policy should trigger, and UI Policy Actions, which specify what changes occur to specific fields. Administrators can set policies to run on form load, on form change, or both, providing flexibility in how the rules are applied.

UI Policies offer several advantages over traditional client scripts. They are easier to create through a point-and-click interface, requiring minimal scripting knowledge. They are also more maintainable and can be easily modified by administrators. Additionally, UI Policies support reverse conditions, meaning when the condition is no longer true, the field returns to its original state.

The execution order matters when multiple UI Policies affect the same field. Policies with higher order numbers take precedence over those with lower numbers. This allows administrators to create layered logic where more specific policies can override general ones.

UI Policies can be applied globally or to specific views, giving administrators control over different user experiences. They can also inherit from parent tables, reducing redundant configuration across related tables.

For collaboration scenarios, UI Policies help standardize data entry across teams, ensuring consistent information capture while simplifying complex forms based on user selections and workflow requirements.

Task Management in ServiceNow is a fundamental component that enables organizations to efficiently track, assign, and complete work items across the entire enterprise. The Task table serves as the parent table for various task types including Incidents, Problems, Changes, and Requests, providing a unified framework for managing work.

At its core, Task Management allows administrators to create, assign, and monitor tasks through their complete lifecycle. Each task contains essential fields such as Number, Short Description, Description, State, Priority, Assignment Group, and Assigned To. These fields help organize and prioritize work effectively.

Collaboration features within Task Management enhance team productivity significantly. Users can add Work Notes for internal team communication and Additional Comments for customer-facing updates. The Activity Stream displays all task-related activities in chronological order, making it easy to track progress and communications.

Assignment rules automate task distribution based on predefined criteria such as category, location, or workload. This ensures tasks reach the appropriate team members efficiently. Service Level Agreements (SLAs) can be attached to tasks to measure response and resolution times, ensuring accountability and timely completion.

The Approval Engine integrates with Task Management to handle requests requiring authorization. Tasks can be configured to require single or multiple approvals before proceeding to the next state.

Visual Task Boards provide Kanban-style views where teams can drag and drop tasks between states, facilitating agile workflows. These boards support real-time collaboration and provide visual status updates.

Notifications keep stakeholders informed about task updates, assignments, and approaching deadlines through email alerts and in-platform messages. Users can subscribe to specific tasks or configure notification preferences based on their roles.

Reporting capabilities allow administrators to generate metrics on task volumes, completion rates, and team performance, enabling data-driven decision making and continuous process improvement across the organization.

Visual Task Boards (VTBs) in ServiceNow are powerful collaboration tools that provide a graphical, card-based interface for managing and tracking work items. They offer a Kanban-style approach to task management, making it easier for teams to visualize workflows and collaborate effectively.

VTBs display records as cards organized into lanes, which typically represent different states or categories. Users can drag and drop cards between lanes to update their status, providing an intuitive way to manage work progression. This visual representation helps teams quickly understand workload distribution and identify bottlenecks.

There are two main types of Visual Task Boards: Freeform boards and Data-driven boards. Freeform boards allow users to create custom lanes and manually add tasks, making them ideal for ad-hoc projects or personal task management. Data-driven boards are connected to existing tables and automatically populate cards based on filter conditions, ensuring real-time synchronization with underlying records.

Key features of VTBs include the ability to assign tasks to team members, set due dates, add comments, and attach files to cards. Team members can collaborate by updating card details, which automatically reflects changes in the source records for data-driven boards.

VTBs support customization options such as choosing which fields appear on cards, setting lane colors, and configuring quick actions. Users can also filter and search within boards to find specific items quickly.

From an administration perspective, System Administrators can control VTB access through roles and permissions. They can also configure default board settings and manage which tables are available for data-driven boards.

VTBs integrate seamlessly with other ServiceNow modules, allowing teams to manage incidents, problems, change requests, and other work items visually. This integration enhances team productivity by providing a centralized, collaborative workspace that promotes transparency and efficient task completion across the organization.

Notifications and Email in ServiceNow are essential components that enable effective communication between the platform and its users. As a Certified System Administrator, understanding these features is crucial for maintaining efficient collaboration within your organization.

Notifications in ServiceNow are automated alerts sent to users when specific conditions are met. These can be triggered by events such as record creation, updates, or state changes. Notifications keep stakeholders informed about important activities, ensuring timely responses and improved workflow efficiency.

Email configuration in ServiceNow involves several key components:

1. **Inbound Email**: ServiceNow can receive emails and convert them into records like incidents, requests, or tasks. This is accomplished through email accounts and inbound email actions that define how incoming messages are processed and routed.

2. **Outbound Email**: The platform sends emails through configured SMTP servers. Administrators must set up email properties, including server addresses, ports, and authentication credentials to enable outgoing communications.

3. **Email Notifications**: These are configured through notification records that specify recipients, conditions, and message content. Administrators can customize who receives notifications based on roles, groups, or specific user fields on records.

4. **Email Templates**: Reusable templates help standardize communication and reduce administrative overhead. Templates support dynamic content using variables that pull data from records.

5. **Email Logs**: ServiceNow maintains detailed logs of all email activities, allowing administrators to troubleshoot delivery issues and monitor email performance.

Best practices include setting up proper email filters to prevent spam, configuring bounce handling for undeliverable messages, and using digest notifications to reduce email volume for users receiving frequent alerts.

Collaboration is enhanced through features like Connect Chat, activity streams, and email-to-record functionality, which allows users to respond to notifications via email and have their replies automatically attached to relevant records. This integration ensures seamless communication while maintaining a complete audit trail within the platform.

Email Notifications Configuration in ServiceNow is a crucial feature that enables automated communication between the platform and its users. This functionality allows administrators to set up rules that trigger email messages based on specific events, conditions, or record changes within the system.

To configure email notifications, administrators navigate to System Notification > Email > Notifications in the application navigator. Here, they can create new notification records or modify existing ones. Each notification requires several key components to function properly.

The 'When to send' section defines the trigger conditions. Administrators specify which table the notification monitors, what events activate it (such as record insertion, update, or deletion), and any additional conditions that must be met. For example, a notification might be sent when an incident reaches Priority 1 status.

The 'Who will receive' section determines the recipients. Options include users in specific fields (like assigned to or opened by), members of particular groups, event creator, or explicitly defined users and email addresses. Multiple recipient types can be combined for comprehensive coverage.

The 'What it will contain' section controls the email content. Administrators define the subject line and message body, which can include dynamic content using mail scripts and template variables. These variables pull real-time data from records, ensuring recipients receive relevant, contextual information.

Advanced settings allow for email weight configuration, which helps manage notification frequency and prevents email overload. Digest intervals can consolidate multiple notifications into single summary emails.

Administrators must ensure proper email properties are configured in the system, including SMTP server settings and sender addresses. Testing notifications before deployment is essential to verify correct recipient targeting and content formatting.

Effective email notification configuration enhances user engagement, keeps stakeholders informed about critical updates, and streamlines workflow communication throughout the organization.

Inbound Email Actions in ServiceNow are powerful automation tools that process incoming emails and convert them into actionable records or updates within the platform. These actions enable seamless communication between external users and the ServiceNow system through standard email protocols.

When an email arrives at a designated ServiceNow mailbox, the system evaluates it against configured inbound email action rules. Each rule contains specific conditions that determine whether the action should execute based on email properties such as sender address, subject line, body content, or target table.

The primary functions of Inbound Email Actions include creating new records like incidents, requests, or tasks from incoming emails. They can also update existing records when users reply to notification emails, maintaining conversation threads and adding comments or work notes to the appropriate tickets.

Key components of an Inbound Email Action configuration include the Target Table, which specifies where new records will be created. The Action Type determines whether to create new records, update existing ones, or run custom scripts. Conditions define when the action triggers based on email attributes. The Script section allows administrators to write custom logic for processing email data.

Common use cases involve allowing end users to submit incidents by sending emails to a support address, enabling technicians to update tickets through email replies, and creating change requests or service catalog items from structured email templates.

Best practices for implementing Inbound Email Actions include setting up proper email filters to prevent spam from creating unwanted records, using watermarks to correctly associate replies with existing records, and implementing security measures to validate sender authenticity.

Administrators should test inbound actions thoroughly in sub-production environments before deployment. The Email Log provides valuable troubleshooting information for diagnosing issues with email processing. Proper configuration ensures efficient collaboration between users and the ServiceNow platform while maintaining data integrity and system performance.

Reporting Basics in ServiceNow is a fundamental skill for Certified System Administrators that enables effective data visualization and decision-making across the platform. ServiceNow provides robust reporting capabilities that allow users to create, customize, and share reports based on data stored in tables throughout the instance.

Reports in ServiceNow can be created through the Report Designer, accessible via the Reports module in the Application Navigator. Users can build various report types including bar charts, pie charts, line graphs, pivot tables, calendars, maps, and list reports. Each report type serves different purposes - bar charts excel at comparing categories, while trend reports help track changes over time.

The report creation process involves selecting a data source (table), choosing the report type, defining grouping and aggregation criteria, and applying filters to narrow down the dataset. Administrators can use conditions to filter data based on specific field values, dates, or user-defined criteria.

Sharing and collaboration are essential aspects of ServiceNow reporting. Reports can be shared with individuals, groups, or made public for all users. Reports can also be added to homepages and dashboards, providing quick access to critical information. The scheduling feature allows automatic report generation and distribution via email at specified intervals.

Security plays a crucial role in reporting. Access Control Lists (ACLs) determine what data users can see in reports, ensuring sensitive information remains protected. Users can only report on data their roles permit them to view.

Dashboards combine multiple reports and widgets into a single view, offering comprehensive visibility into key metrics. Interactive dashboards allow drilling down into data for deeper analysis.

Performance Analytics extends basic reporting with advanced capabilities like scorecards, indicators, and breakdowns for monitoring KPIs over time. Understanding these reporting fundamentals helps administrators deliver valuable insights to stakeholders and support data-driven organizational decisions.

ServiceNow provides powerful reporting capabilities that enable administrators to visualize and analyze data across the platform. Understanding report types and creation is essential for effective system administration and collaboration.

ServiceNow offers several report types to present data in meaningful ways:

**Bar Charts** display data using horizontal or vertical bars, ideal for comparing values across categories such as incident counts by priority.

**Pie Charts** show proportional relationships, perfect for displaying percentage distributions like incidents by category.

**Line Charts** track trends over time, useful for monitoring ticket volumes across weeks or months.

**List Reports** present data in tabular format, allowing detailed record-level information display.

**Pivot Tables** enable cross-tabulation of data, comparing multiple dimensions simultaneously.

**Single Score Reports** highlight key metrics with large numerical displays, excellent for dashboards.

**Trend Reports** analyze how data changes over specified time periods.

**Creating Reports:**

To create a report, navigate to Reports > Create New. Select the source table containing your data, such as Incident or Change Request. Choose your preferred report type based on how you want to visualize the information.

Configure grouping options to organize data by specific fields like assignment group or state. Apply filters to narrow down the dataset to relevant records. Set aggregation methods such as count, sum, or average.

Customize the appearance by adjusting colors, labels, and chart styles. Save your report with a meaningful name and share it with appropriate users or groups.

**Collaboration Features:**

Reports can be added to homepages and dashboards for team visibility. Sharing options allow administrators to publish reports to specific users, groups, or roles. Scheduled reports can be emailed automatically to stakeholders at defined intervals.

Interactive reports enable users to drill down into data for deeper analysis, fostering collaborative decision-making across teams. Report templates can be created for consistent reporting standards organization-wide.

Dashboards and Widgets are essential collaboration tools in ServiceNow that enable users to visualize data and monitor key metrics in a centralized, customizable interface.

A Dashboard is a personalized landing page that displays multiple visual components called widgets. Dashboards allow users to consolidate important information from various sources into a single view, making it easier to track performance, analyze trends, and make informed decisions. Users can create their own dashboards or use pre-built ones provided by ServiceNow.

Widgets are the individual components that populate dashboards. They present data in various formats such as charts, graphs, lists, gauges, and reports. Each widget pulls data from ServiceNow tables and displays it according to configured parameters. Common widget types include:

- Performance Analytics widgets showing KPIs and scorecards
- Report widgets displaying charts and tables
- List widgets showing filtered records
- Single Score widgets highlighting specific metrics
- Approval widgets for pending approvals

Key features of Dashboards include the ability to drag and drop widgets, resize them, and arrange layouts according to user preferences. Administrators can create shared dashboards for teams or departments, while individual users can build personal dashboards tailored to their roles.

Dashboards support responsive design, adjusting their layout based on screen size. They can be set as homepage for users or groups, ensuring relevant information is visible upon login.

Permissions control who can view, edit, or share dashboards. Administrators can publish dashboards to specific groups or make them available to all users.

The Dashboard Canvas provides a workspace where users add, configure, and organize widgets. Real-time data refresh ensures information stays current. Users can also filter dashboard content using interactive elements.

Effective use of Dashboards and Widgets enhances productivity by providing at-a-glance visibility into critical business processes, incident volumes, service levels, and other operational metrics important to IT service management.

Performance Analytics in ServiceNow is a powerful reporting and analytics solution that enables organizations to track, measure, and analyze key performance indicators (KPIs) over time. It transforms raw data into actionable insights, helping administrators and stakeholders make informed decisions based on historical trends and real-time metrics.

At its core, Performance Analytics collects data from various ServiceNow tables and stores it in a time-series format, allowing users to view how metrics change over periods ranging from days to years. This historical perspective is essential for identifying patterns, spotting anomalies, and forecasting future performance.

Key components include Indicators, which are the metrics being measured such as incident resolution time or change request volume. Breakdowns allow these indicators to be segmented by categories like priority, assignment group, or location. Data Collectors gather information at scheduled intervals, populating the analytics database with fresh data points.

Dashboards serve as the primary visualization tool, displaying widgets that present data through charts, scorecards, and trend lines. These dashboards can be customized and shared across teams to promote collaboration and transparency. Interactive elements enable users to drill down into specific data points for deeper analysis.

The Analytics Hub provides a centralized location where users can explore available indicators, create new visualizations, and discover insights. Automated alerts and notifications can be configured to inform stakeholders when metrics exceed defined thresholds, enabling proactive response to potential issues.

Performance Analytics supports continuous improvement initiatives by establishing baselines and tracking progress toward organizational goals. It integrates with other ServiceNow modules, providing comprehensive visibility across IT Service Management, HR, Customer Service, and other business processes.

For System Administrators, understanding Performance Analytics is crucial for configuring data collection schedules, managing indicator sources, setting up appropriate access controls, and ensuring data accuracy for organizational reporting needs.

Scheduled Reports in ServiceNow are a powerful collaboration feature that allows administrators and users to automate the generation and distribution of reports at predetermined intervals. This functionality ensures stakeholders receive timely, relevant data to support decision-making processes.

To create a Scheduled Report, navigate to Reports > Scheduled Reports in the application navigator. You can schedule any existing report to be delivered via email to specific users, groups, or external email addresses. The scheduling options include daily, weekly, monthly, or custom intervals based on your organizational needs.

Key components of Scheduled Reports include:

1. **Report Selection**: Choose from any report you have access to in the system. This includes list reports, charts, pivot tables, and other report types.

2. **Frequency Settings**: Define how often the report should run - whether its every day at a specific time, weekly on certain days, or monthly on particular dates.

3. **Recipients**: Specify who should receive the report. You can add individual users, groups, or enter external email addresses for stakeholders outside your ServiceNow instance.

4. **Format Options**: Reports can be delivered in various formats including PDF, Excel, or CSV, depending on recipient preferences and data usage requirements.

5. **Conditions**: Apply conditions to control when reports are sent, such as only sending when data exists or meets certain criteria.

Scheduled Reports enhance collaboration by ensuring team members stay informed about metrics, incidents, changes, or any tracked data. For example, IT managers can receive weekly incident summaries, while executives might get monthly performance dashboards.

As a System Administrator, you can manage all scheduled reports, modify schedules, update recipient lists, and troubleshoot delivery issues. This feature reduces manual effort in report distribution and ensures consistent communication across teams, making it an essential tool for effective ServiceNow administration and organizational collaboration.