ServiceNow Administration Fundamentals

This course is designed to be the introduction-to-intermediate point for those performing ServiceNow system administration responsibilities within an organization.

Upon completion of this course, attendees will be able to:

• Explain the ServiceNow Platform
• Gain functional awareness of applications including ITSM, Service Operations Workspace, and Employee Center
• Explore the power of the ServiceNow Platform
• Configure applications for business
• Configure Self Service
• Enable productivity
• Monitor an instance
• Manage data
• Package enhancements for testing

• Lab 1.2.1: Grant and Verify Access to Applications
• Lab 1.3.1: Create Incidents Using Classic Lists and Forms
• Lab 1.3.2: Work Incidents Using Service Operations Workspace
• Lab 1.3.3: Create Incident Status Using the Employee Center Portal
• Review the overall class scenario
• Explain the ServiceNow Platform
• Gain functional awareness of applications including ITSM, Service Operations Workspace, and Employee Center

Module 2 - Explore the Power of the ServiceNow Platform           

• Lab 2.1.1: Configure an Instance
• Locate and download class resources, including
• additional practice content for self-study
• Explain the value of a baseline implementation
• Define a ServiceNow instance
• Augment the platform by configuring an instance to reflect a company image and labeling instance tabs
• Install applications and plugins

Module 3 - Configure Applications for Business     

• Lab 3.1.1: Create List Views
• Lab 3.2.1: Add a Field to a Form
• Lab 3.3.1: Add Category and Reference Values 
• Configure lists and forms in the core environment to meet specific audience needs
• Evaluate the similarities and differences between the core environment and the Service Operations Workspaces
• Create and configure an application and module

Module 4 - Manage Data          

• Lab 4.1.1: Create Table for HHD Configuration Records
• Lab 4.2.1: Create Access Controls
• Lab 4.3.1: Import HHD Hardware Data
• Lab 4.4.1: Explore CMDB and CI Relationships
• Evaluate requested enhancements including, new applications, and application customization
• Exhibit a working knowledge of the ServiceNow database architecture and database administration concepts
• Utilize schema maps
• Establish appropriate table and field access controls
• Create import sets
• Utilize transform maps
• Explain the core functionality of the CMDB
• Utilize the CI Class Manager to examine the hierarchy of CMDB tables and attributes (all, derived, added) of a given class
• Exhibit awareness of the Common Services
• Data Model (CSDM)
• Explain Discovery and Service Mapping

Module 5 - Configure Self Service       

• Lab 5.1.1:Manage Knowledge Base and Create Articles
• Lab 5.2.1: Create a Catalog Item
• Lab 5.3.1: Create a Workflow Studio flow
• Understand where to configure Self-Service offerings, including portals, knowledge, service catalog, and Virtual Agent
• Create a knowledge base article by importing a document
• Approve articles for publishing
• Define, apply, and test user criteria on the knowledge base
• Create a Service Catalog Item using Catalog Builder
• Utilize Workflow Studio to leverage existing flows and create new flows

Module 6 - Enable Productivity

• Lab 6.1.1: Create visualizations and dashboards
• Lab 6.2.1: Configure Notifications
• Provide support to Fulfillers and Agents
• Assist users in generating charts from various sources
• Add a visualization to a dashboard
• Establish appropriate table and field access controls
• Demonstrate a basic understanding of platform analytics
• Create notifications
• Identify productivity tools

Module 7 - Package Enhancements for Testing      

• Lab 7.1.1: Create a UI Policy and Business Rules
• Lab 7.2.1: Create System Update Sets
• Lab 7.3.1: Migrate Changes
• Assess when to use scripting, UI policies, and business rules
• Prepare update sets and migrate changes
• Exhibit awareness of Automated Test Framework and testing resources
• Demonstrate awareness of developer tools, concepts, and testing resources

Module 8 - Securing a ServiceNow Instance

• Lab 8.2.1: Exploring Security Center        
• View Security Center Overview Dashboard
• Change a Hardening setting
• Modify a selection in Best Practices

Module 9 - Capstone Project   

• Lab 9.1.1: Capstone Project Challenge Format 
• Practice concepts learned in the ServiceNow Administration Fundamentals Course
• Continue your professional development with Additional Practice content and exercises

• Create a ServiceNow Id to access course materials and labs
• Attend the 3 hours free module "Welcome to ServiceNow" Welcome to ServiceNow - ServiceNow University

ServiceNow Certified System Administrator (CSA) - exam voucher included in the ILT course price and provided by ServiceNow after the course on the ServiceNow Student Portal

This course is prerequisite to all others specializations like Implementer on multiple topics, Developer, Expert.

Possible courses:

• Adopting a Platform Owner Mindset
• Application Development Fundamentals
• Scripting in ServiceNow Fundamentals
• Service Portal Fundamentals
• ServiceNow Administration Advanced
• ServiceNow Platform Implementation
• Customer Service Management Essentials
• Field Service Management Implementation
• GRC: Integrated Risk Management (IRM) Implementation
• Third-party Risk Management Implementation 
• Human Resources Service Delivery Fundamentals
• Human Resources Service Delivery Implementation
• Hardware Asset Management Fundamentals
• Software Asset Management Fundamentals
• CMDB Fundamentals Discovery Fundamentals
• IT Service Management Fundamentals
• IT Service Management Implementation
• Performance Analytics Fundamentals
• Performance Analytics Advanced
• Security Operations Fundamentals
• Security Incident Response Implementation
• Vulnerability Response Implementation Strategic Portfolio Management (SPM) Fundamentals

• Official course book provided to participants