Duration
2 days
Course Overview
A Service Portal provides an alternative user experience to the standard platform interface. The Service Portal application offers the tools needed to configure, customize, and extend portal components to create an online experience similar to what your users are used to in other consumer products.
During this two-day interactive training course you learn how to use the Service Portal application to configure, customize, and extend components to create a Service Portal in your own student instance; a safe sandbox. Participants will:
- Explore all aspects of the Service Portal application
- Learn how to re-configure an existing portal
- Review the Service Portal framework
- Discover the baseline Employee Center portal
- Create new Service Portals, Themes, Pages, and Menus
- Understand how to use and create Widgets
- Re-use existing Portal components
- Explore using AI Search as the search engine in a Service Portal
- Configure other aspects of the platform to enhance a Service Portal
- Create a Guided Tour within a Service Portal
- Discover the User Experience Analytics dashboard to better understand Service Portal usage metrics.
These objectives are achieved through a combination of demos, lecture, and group discussions. Lab exercises woven throughout the class walk you through building your own Service Portal from scratch.
Who Should Attend
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.
Prerequisite
Completion of the ServiceNow Administration 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:
- Scripting in ServiceNow
- AngularJS
- Bootstrap
- CSS
- HTML
Certification
Upon completion of this course, learners will have the ability to enroll in the Service Portal Micro-Certification exam on Now Learning. This is an open book, non-proctored, online exam. The exam contains less than 25 questions and you will have 60 minutes to complete it.
To prepare for the exam, please download the exam blueprint and review what will be covered.
Outcomes
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 using the AI Search functionality.
- Review the User Experience Analytics dashboard to view Service Portal usage metrics.
- Redirect users to a specific Service Portal.
- Define a Guided Tour to highlight functionality within a Service Portal.
Course Flow
The course begins with an overview of what a Service Portal is, why you should build one, and the personas that would use it. It then dives into the administration side, describing the Service Portal related plugins, properties, and roles. Attendees are also shown some of the baseline components and a list of websites that can be used to
obtain additional Service Portal help. From there, attendees begin learning how to build a new Service Portal. It first outlines how to create a portal with a new Theme, then how to create and add a Page to it. The course then explores how to create or reuse existing Widgets and how to include them within a Page. It also covers how to generate a new Header Menu and Footer, and how to add them to the Service Portal’s Theme to ensure they are consistently
displayed throughout the portal. The course then explores Service Portal reporting and search options. It delves into
configuring the search capabilities by walking attendees through configuring AI Search. AI Search provides a modern consumer-grade search experience that enables end users to quickly and easily find relevant results. The course concludes by investigating additional platform features that can enhance a Service Portal such as Redirects and Guided Tours.
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
- Discover the Employee Center Portal
- Explore the Branding Editor
- Examine where to get Service Portal help
Labs:
- Lab 1.1 – Explore Your Student Instance
- Lab 1.2 – Employee Center Setup
- Lab 1.3 – Enable AI Search
- Lab 1.4 – Use the Branding Editor
Module 2: Widget Development 100
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: Widget Development 200
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: Widget Development 300
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 the Mega Menu
- Review testing Menu functionality
Labs:
- Lab 4.1 – Create a Header Menu
Module 5: Widgets Working Together
Learn about the search capabilities within a Portal.
Objectives:
- Define AI Search
- Discover how to use AI Search
- Explain how to enable AI Search in your portal
- Examine the basics of configuring AI Search
- Explore external search sources
- Review AI Search analytics and reporting
Labs:
- Lab 5.1 – Configure AI Search
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:
- Discover the User Experience Analytics dashboard within Service Portal
- Learn about the Announcements Widget
- 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 – Create a Dashboard Page
- Lab 6.3 – 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
- Page Route Maps
- 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
Programme scope, delivery arrangements and suitability are confirmed during enquiry.