ServiceNow Administration Fundamentals

Course Outline

• Module 1: The Modernized Work Experience

– 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

• Module 2: Explore the Power of the ServiceNow Platform

– Explain the value of a baseline implementation
– Define a ServiceNow instance
– Augment the platform by configuring an instance 
to reflect a company image and labeling instance tabs
– Install applications and plugins

• Module 3: Configure Applications for Business

– Configure lists and forms in the core environment 
to meet specific audience needs
– Evaluate the similarities and differences between 
the core environment and the Service Operations Workspaces
– Create and configure an application and module

• Module 4: Manage Data

– 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

• Module 5: Configure Self-Service

– 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 Workflow Studio to leverage existing flows and create new flows

• Module 6: Enable Productivity

– Provide support to Fulfillers and Agents
– Assist users in generating charts from various sources
– Add a visualization to a dashboard
– Establish appropriate table and field access controls
– Demonstrate a basic understanding of platform analytics
– Create notifications
– Identify productivity tools

• Module 7: Package Enhancements for Testing

-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

• Module 8: Securing a ServiceNow Instance

– View Security Center Overview Dashboard
– Change a Hardening setting
– Modify a selection in Best Practices

• Module 9: Capstone Project

– Practice concepts learned in the ServiceNow Administration Fundamentals Course
– Continue your professional development with Additional Practice content and exercises