Servicenow Administrator

Servicenow Administrator

This course is designed for students and professionals who wants to start their career as ServiceNow Administrator, during this course you will implement various system administration functions in your own instance, learning to perform fundamental administration and configuration tasks


1. Introduction

Topics - Overview of ServiceNow, What is ServiceNow, Where Service Now Fits, Explain what ServiceNow is and what it does, Identify and interact with various content pane information formats, Navigate through ServiceNow and search for items, Work with links, lists, and forms to create an Incident as an end user, Investigate a Problem, Implement a Change as an IT User (Fulfiller), Perform system configurations and personalization as a system administrator, Assignments.

2. Configuration Essentials

Topics - Create, manage, and personalize lists, forms, and fields, Create and apply filters, Work with breadcrumbs, Activate plugins, Mobile Platform, Identify supported mobile devices, Interact with ServiceNow mobile interface Introduction.

3. User Administration

Topics - Add and configure new user accounts, Modify existing user accounts, Establish groups and assign users to groups.

4. Data Management

Topics - Work with existing tables and records, Define new tables, Extend tables, Explain table relationships, View a Schema map, Navigate Business Service Management (BSM) Maps, Define an import set, Create new Import Sets, Load data and create a transform map, Clean up import set tables, Identify the Configuration Management Database (CMDB), Add and map Configurations Items (Cis), Analyze Problems using BSM Maps.

5. The Service Automation Platform

Topics - Define Knowledge Base, Create a Knowledge Base article, Attach a Knowledge Base article to an Incident, Search the Knowledge Base, Customize the Knowledge Base, Identify Service Catalog major components, Differentiate Service Catalog Requests, Items, and Tasks, Create a Service Catalog item with record producers and variables, Create a Service Catalog Order Guide, Identify the purpose of multiple service catalogs, Describe the Service Catalog Item Designer, Use the Workflow Editor, Open, checkout and edit existing Workflows, Create a new Service Catalog Workflow with approvals and tasks, Create and modify Workflow stages, Identify and select appropriate Workflow activities, Publish and test Workflows, Define Service Level Agreements (SLAs), Identify the three types of SLAs, Make changes to existing SLAs, Create new SLAs, Monitor actions in an SLA Workflow, Run existing reports, Define metrics, Create and modify reports, Define and refresh gauges, Create and modify homepages.

6. Core Application Administration

Topics - Create and modify UI Policies and UI Policy Actions, Create and modify UI Actions, Create a Business Rule, Create a Client Script, Create an Access Control (ACL), Describe elevated privileges, Provide Application and Module Access for a specified role, Follow a notification back to a Business Rule, Create a notification based upon a Business Rule, Configure and send an email notification, Create an SMS notification.