Duration
3 days
Course Overview
ServiceNow Administration Fundamentals (SNAF) is the starting point for system administrators to begin their ServiceNow journey into the realm of administering the ServiceNow platform. Extensive and interactive lessons and hands-on labs guide learners through the core concepts needed to establish and build upon common system administration concepts and skills.
WHO SHOULD ATTEND?
This course is designed to be the introduction-to-intermediate point for those performing ServiceNow system administration responsibilities within an organization.
Prerequisites
- Welcome to ServiceNow
COURSE FORMAT
ServiceNow Administration Fundamentals is available in three modalities:
- Live instructor-led training (ILT)
- Virtual instructor-led training (VILT)
- Recorded instructor-led training (RILT)
Individual Activities
Learners will engage in course material lessons and then practice what was learned through step-by-step hands-on labs. Students will have their own ServiceNow instance to follow along in class and to practice various concepts and skills. The real-world examples provided in the labs will strengthen proficiency with beginner-to-intermediate common system administrator tasks and responsibilities.
Course Objectives
Upon completion of this course, learners 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
COURSE FLOW
No
Module
Activity
Learning Objectives
ServiceNow – The
Modernized Work
Experience
Lab 1.1: Download Class
Resources
Lab 1.2: Grant and Verify Access
to Applications
Lab 1.3: Create Incidents Using
Classic Lists and Forms
Lab 1.4: Work Incidents Using
Service Operations Workspace
Lab 1.5: Create Incident Status
Using the Employee Center Porta
Locate and download class resources, including additional practice content for self-study
Review the overall class scenario
Explain the ServiceNow Platform
Gain functional awareness of applications including ITSM, Service Operations Workspace, and Employee Center
Explore the Power of
the ServiceNow
Platform
Lab 2.1: Configure an Instance
Explain the value of a baseline implementation
Define a ServiceNow instance
Augment the platform by configuring an instance to reflect a company
image and labelling instance tabs
Install applications and Plugins
Configure Applications
for Business
Lab 3.1: Create Classic List Views
Lab 3.2: Add a Field to Classic Forms
Lab 3.3: Add Category and Reference Values
Configure lists and forms
in the classic environment to meet specific audience needs.
Evaluate the similarities and differences between the classic environment and the Service Operations Workspaces.
Create and configure an application and module.
Manage Data
Lab 4.1: Create Table for HHD
Configuration Records
Lab 4.2: Create Access Controls
Lab 4.3: Import HHD Hardware
Data
Lab 4.4: 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
Configure Self
Service
Lab 5.1: Manage Knowledge Base and Create
Articles
Lab 5.2: Create a Catalog Item
Lab 5.3: Create a Flow Designer 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 Flow Designer to leverage existing flows and create new flows
Enable
Productivity
Lab 6.1: Create Dashboards and Reports
Lab 6.2:
Configure Notifications
Provide support to Fulfillers and Agents
Assist users in generating reports from various sources
Add reports to a dashboard
Demonstrate a basic understanding of
performance analytics
Create notifications
Identify productivity tools
Package
Enhancements
for Testing
Lab 7.1: Create a UI Policy and
Business Rules
Lab 7.2: Create System Update
Sets
Lab 7.3: 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
Capstone
Project
Lab 8.1:
Capstone Project Challenge Format
Practice concepts learned in the ServiceNow Administration Fundamentals Course
Continue your professional development with Additional Practice content and exercises
Programme scope, delivery arrangements and suitability are confirmed during enquiry.