How does ServiceNow actually work behind the scenes? Most people learn ServiceNow by memorizing screens and clicks. But the real power of the platform comes from something much simpler — how records connect to each other in the database. In this video, I’ll show you why a single record is useful, but connected records are powerful — and how this idea makes ServiceNow easier to understand, easier to learn, and much less overwhelming (especially if you’re preparing for the CSA exam). This is a beginner-friendly explanation designed to help things click, not confuse. ► What You’ll Learn in This Video - What a “record” really is in ServiceNow - Why relationships between records matter more than individual screens - How ServiceNow’s single, shared database works across applications - Why incidents, users, companies, and CIs are designed to connect - How this perspective helps with CSA exam questions and fundamentals learning ► Chapters 00:00 – Connected Records Are Powerful 00:27 – Single Records vs Connected Records 01:00 – Relational Databases & Traditional Development 01:54 – ServiceNow's Enterprise-wide Database 02:18 – An Incident Example 03:18 – Key Takeaway + What’s Next ► Get the CSA Study Guide + Course If you’re studying ServiceNow fundamentals or preparing for the CSA exam, these resources will help: - Free CSA Study Guide (PDF) A beginner-friendly study companion with clear explanations of core ServiceNow concepts: https://knewget.com/csa-ebook/ - CSA Masterclass & Prep Hub Structured lessons, demos, and study resources designed to help you truly understand ServiceNow and prepare confidently for the CSA exam: https://knewget.com/csa-masterclass-prep-hub/