ServiceNow Administration Fundamentals

Module 1: User Interface & Navigation

Objectives:

• Demonstrate how to navigate to applications and modules in ServiceNow using the Application and Filter Navigators
• Create views and filters for a table list
• Update records using inline editing
• Configure a form view using Form Layout and Form Designer
• Describe how to create and update records in a form view
• Understand how to modify the colors in an instance for the logged-in user as well as for users in the instance

Labs:

• Lab 1.1 – Navigate the platform utilizing the Application Navigator
• Lab 1.2 – Configure a list view and create a shareable list filter
• Lab 1.3 – Configure a form view and update records
• Lab 1.4 – Use the Basic Configuration UI16 module to apply branding to the platform

Module 2: Collaboration

Objectives:

• Explain how to access the service portal for the instance
• Understand how to submit an incident through the service portal
• Discuss when the My Work and My Groups Work modules should be used
• Demonstrate how to use work notes, additional comments, and connect chat to collaborate on a task
• Describe the differences between events and notifications
• Create a reporter by modifying an existing report using the Report Designer
• Share a report with a group

Labs:

• Lab 2.1 – Practice group task management by using form work notes and chat
• Lab 2.2 – Create, test, and verify a notification
• Lab 2.3 – Create a simple report and share it with a group of users

Module 3: Database Administration

Objectives:

• Explain the hierarchy of tables, records, and fields
• Differentiate the classes of tables in ServiceNow
• Identify different field types in a record
• Demonstrate how to create access control rules
• Discuss how access controls are evaluated
• Explain how to use import sets to populate data in a table
• Describe the purpose of the CMDB
• Create a new CI class in the CMDB along with relationships to other CIs

Labs:

• Lab 3.1 – Create a new table with accompanying lists and forms
• Lab 3.2 – Practice restricting access to data by defining security controls
• Lab 3.3 – Populate a table with data records using Import Sets
• Lab 3.4 – Establish relationships in the configuration management database

Module 4: Self-Service & Process Automation

Objectives:

• Create a Knowledge Base article by importing a Word document
• Explain how to locate and approve knowledge base articles
• Define, apply, and test user criteria on the knowledge base
• Demonstrate how to create a catalog item with variables
• Use the Try It functionality to test catalog item ordering
• Create a Flow Designer Flow and associate it with a service catalog item
• Test the flow by ordering a catalog item

Labs:

• Lab 4.1 – Import knowledge content and practice publishing an article
• Lab 4.2 – Create a catalog item
• Lab 4.3 – Create a Flow and associate it to the catalog request process, then test it

Module 5: Introduction to Development

Objectives:

• Demonstrate how to create a UI Policy and UI Policy Action to make a field read-only, mandatory, or visible
• Explain how a business rule can be used to display messages to the user
• Understand which changes are captured in Update Sets
• Create an update set to capture form changes
• Outline the process of completing and exporting an update set
• Identify the steps to retrieve, preview, and commit an update set

Labs:

• Lab 5.1 – Practice implementing various script types
• Lab 5.2 – Work with update sets to capture configuration changes
• Lab 5.3 – Register a developer instance and work with Update Sets

Module 6: Capstone Project

Objectives:

Reinforce various topics presented in ServiceNow Fundamentals