ServiceNow System Administrator Training Specification defines the purpose, audience, testing options, examination content coverage, test framework, and the prerequisites necessary to become a ServiceNow System Administrator.
Preview
By the end of this training you will learn to:
Perform core configuration tasks
Work with user interface (UI) policies, data policies, UI actions, business rules and client scripts
Use mobile clients
Activate plugins
Add users, groups and roles
Manage data with tables, the configuration management database (CMDB), import and update sets
Work with two key process applications: Knowledge Base and ServiceNow Service Catalog
Create workflow activities and approvals
Configure alerts and notifications
View upgrade history and status
Control system access and data security
Create baseline performance metrics
Run reports, configure service level agreements (SLAs) and perform instance branding and customization
Integrate social IT elements and learn best practices
Course Contents
Day 1
Core Configuration
Configure navigation, search,
UI and branding options Manage incident,
problem and change lists, filters and forms
Use the ServiceNow mobile platform on smartphones and tablet devices
Activate plugins
User Administration
Configure user accounts
Add groups and assign users to groups Assign roles?
Manage Data with tables
Learn how to manage data with tables
Create custom applications with the app creator Work with import sets
Add new configuration items (CIs) to the CMDB
CMDB
Identify the Configuration Management Database (CMDB)
Add and map Configurations Items (CIs)
Analyze Problems using BSM Maps
Day 2
User Administration
Perform User Administration
Add and configure new user accounts
Modify existing user accounts
Establish groups and assign users to groups
Define and apply roles
Data Management
Tables
Work with existing tables and records
Define new tables
Extend tables
Explain table relationships
View a Schema map
Navigate Business Service Management (BSM) Maps
Import Sets
Define an import set
Create new Import Sets
Load data and create a transform map
Clean up import set tables
Day 3
The Service Automation Platform
Knowledge Base
Define Knowledge Base
Create a Knowledge Base article
Attach a Knowledge Base article to an Incident
Search the Knowledge Base
Customize the Knowledge Base
Service Catalog
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
Workflows
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
SLAs
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
Reporting
Run existing reports
Define metrics
Create and modify reports
Define and refresh gauges
Create and modify homepages
Day 4
Core Application Administration
Policies and Interactions
Create and modify UI Policies and UI Policy Actions
Create and modify UI Actions
Create a Business Rule
Create a Client Script
Application Security
Create an Access Control (ACL)
Describe elevated privileges
Provide Application and Module Access for a specified role
Events and Notifications
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
Ongoing Maintenance
Update Sets
Describe the process to create, complete, retrieve, preview, and commit update sets
Upgrades, Performance and Troubleshooting
Describe the ServiceNow release process
Identify good practices, recommendations, and common mistakes regarding update sets
