ServiceNow Administration Fundamentals

Module 1 - ServiceNow – The Modernized Work Experience

• • Lab 1.2.1: Grant and Verify Access to Applications
  • Lab 1.3.1: Create Incidents Using Classic Lists and Forms
  • Lab 1.3.2: Work Incidents Using Service Operations Workspace
  • Lab 1.3.3: Create Incident Status Using the Employee Center Portal
• 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

• • Lab 2.1.1: Configure an Instance
• Locate and download class resources, including
• additional practice content for self-study
• 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

• • Lab 3.1.1: Create List Views
  • Lab 3.2.1: Add a Field to a Form
  • Lab 3.3.1: Add Category and Reference Values
• 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

• • Lab 4.1.1: Create Table for HHD Configuration Records
  • Lab 4.2.1: Create Access Controls
  • Lab 4.3.1: Import HHD Hardware Data
  • Lab 4.4.1: 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

Module 5 - Configure Self Service

• • Lab 5.1.1:Manage Knowledge Base and Create Articles
  • Lab 5.2.1: Create a Catalog Item
  • Lab 5.3.1: Create a Workflow Studio 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 Workflow Studio to leverage existing flows and create new flows

Module 6 - Enable Productivity

• • Lab 6.1.1: Create visualizations and dashboards
  • Lab 6.2.1: Configure Notifications
• 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

• • Lab 7.1.1: Create a UI Policy and Business Rules
  • Lab 7.2.1: Create System Update Sets
  • Lab 7.3.1: 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

Module 8 - Securing a ServiceNow Instance

• • Lab 8.2.1: Exploring Security Center
• View Security Center Overview Dashboard
• Change a Hardening setting
• Modify a selection in Best Practices

Module 9 - Capstone Project

• • Lab 9.1.1: Capstone Project Challenge Format
• Practice concepts learned in the ServiceNow Administration Fundamentals Course
• Continue your professional development with Additional Practice content and exercises