ServiceNow Service Portal Fundamentals

This course is designed for low-code System Administrators and Web Designers/Developers who want to learn how to create Service Portals that offer users a consistent, intuitive, and delightful experience when accessing their organization's services online.

Upon completion of this course, learners are able to:

• Create a new Service Portal.
• Use the Branding Editor to configure titles, logos, and the Theme of an existing Service Portal.
• Create new Themes, Pages and Widgets.
• Develop a new Header Menu and Footer, then add them to a Theme.
• Include a custom font within a Theme.
• Clone existing Pages and Widgets for reuse.
• Configure search capabilities by creating Search Sources to define data sources to utilize and Search Facets to enhance filtering on the Search Page.
• Report on Service Portal user transactions and be familiar with the baseline Usage Overview dashboard.
• Redirect users to a specific Service Portal.
• Define a Guided Tour to highlight functionality within a Service Portal.

Module 1: Service Portal Review

This module covers the foundations of Service Portals in ServiceNow.

Objectives:

• Define Service Portal
• Discuss reasons for building a Service Portal
• Review Service Portal administration and development duties
• Explore the Branding Editor
• Examine where to get Service Portal help

Labs:

• Lab 1.1 – Explore Your Student Instance
• Lab 1.2 – Use the Branding Editor

Module 2: Create a Service Portal

Learn how to create a new Theme, a new Portal, and a new Page.

Objectives:

• Review the Service Portal framework
• Create a new Theme
• Create a new Service Portal
• Create a new Page
• Review the Bootstrap framework
• Explore baseline Page

Labs:

• Lab 2.1 – Create a New Theme and Portal
• Lab 2.2 – Include a Custom Font
• Lab 2.3 – Create a New Page
• Lab 2.4 – Explore and Incorporate Existing Pages

Module 3: Widgets

Learn how to use Widgets on a Page to provide your content. This module also includes

a low-code overview on how to create a new Widget.

Objectives:

• Define Widgets and explore the baseline elements
• Learn how to use Widgets
• Clone existing Widgets
• Develop new Widgets
• Widget debugging

Labs:

• Lab 3.1 – Add Widgets to a Page
• Lab 3.2 – Clone an Existing Widget
• Lab 3.3 – Develop a Custom Footer Widget
• Lab 3.4 – Develop a Custom Widget with Options
• Lab 3.5 – Develop a Modal Widget

Module 4: Header Menus

Learn how to create a new Menu and how to include it in a Service Portal.

Objectives:

• Define a Header Menu
• Explore Menu Items
• Discuss nested Menu Items
• Review testing Menu functionality

Labs:

• Lab 4.1 – Create a Header Menu
• Lab 4.2 – Service Portal Surveys (Optional)

Module 5: Search Sources

Learn about the sources for Portal searches.

Objectives:

• Define Contextual Search
• Define Search Sources
• Learn how to set Portal Search Sources
• Learn about Pagination and Search Facets
• Review creating new Search Sources
• Explore external Search Sources

Labs:

• Lab 5.1 – Create a Search Source

Module 6: Service Portal Extras

Learn about Announcements, the Service Portal Log Entries table, the Usage Overview

dashboard, using User Criteria records to control user access within a portal, and

Guided Tours.

Objectives:

• Learn about the Announcements Widget
• Explore Page Route Maps
• Review Service Portal transaction logging and reporting
• Discuss use of User Criteria records to control user access in a portal
• Explore Guided Tours for Service Portals

Labs:

• Lab 6.1 – Announcements
• Lab 6.2 – Service Portal Reporting
• Lab 6.3 – Create a Dashboard Page
• Lab 6.4 – Create a Guided Tour

Module 7: Redirecting in Service Portal

Learn a variety of options you can configure to redirect users to a Service Portal and to

specific pages. .

Objectives:

• Review available features that enable redirecting within a Service Portal

o Page Route Maps

o Login, redirect, and SSO

Labs:

• Lab 7.1 – Clone the Landing Page
• Lab 7.2 – Page Route Maps

• Lab 7.3 – Redirect users to a Service Portal

Completion of the ServiceNow Fundamentals course with 6-plus months of hands-on administration experience.

Although all scripts are provided for lab exercises, participants will find them easier to interpret and read if they have a basic understanding of:

• AngularJS
• Bootstrap
• CSS
• HTML

• SNSSF - ServiceNow Scripting in ServiceNow Fundamentals
• SNPI - ServiceNow Platform Implementation

• SNSPA - ServiceNow Service Portal Advanced