Overview Kickstart your ServiceNow journey with Service Now Administration Fundamentals (SNAF) — the essential first step for aspiring system administrators. Through immersive lessons and hands-on labs, this programme equips you with the foundational knowledge and practical skills needed to confidently manage and maintain the ServiceNow platform. Build a solid base in core system administration concepts as you explore interactive scenarios designed to help you learn by doing.
Key Takeaways At the end of the programme, you will be able to:
Explain the ServiceNow Platform Gain functional awareness of applications including ITSM, Service Operations Workspace, and Employee Center Explore the power of the ServiceNow Platform Configure applications for business Configure Self Service Enable productivity Monitor an instance Manage data Package enhancements for testing Who Should Attend Please refer to the job roles section. Prerequisites Before attending the programme, you should have:
Attended Welcome to ServiceNow course. Created a ServiceNow account with your work email address that you have used to register for the programme.Hardware and SoftwareThis programme will be conducted as a Virtual Live Class (VLC) via Zoom platform. You should own a Zoom account and have a laptop or a desktop with “Zoom Client for Meetings” installed.
This programme will cover the following topics:
Module 1 - ServiceNow – The Modernised 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 Lab
Lab 1.1.1: Download Course Resources 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 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 Lab
Lab 2.1.1: Configure an Instance 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 Lab
Lab 3.1: Create List Views Lab 3.2: Add a Field to a Form Lab 3.3: Add Category and Reference Values Module 4 – Manage Data
Evaluate requested enhancements including, new applications, and application customisation 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 Utilise transform maps Explain the core functionality of the CMDB Utilise 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 Lab
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 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 Utilise Workflow Studio to leverage existing flows and create new flows Lab
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 Module 6 - Enable Productivity
Provide support to Fulfillers and Agents Assist users in generating charts from various sources Add a visualisation to a dashboard Establish appropriate table and field access controls Demonstrate a basic understanding of platform analytics Create notifications Identify productivity tools Lab
Lab 6.1.1: Create visualizations and dashboards Lab 6.2.1: Configure Notifications 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 Lab
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 Module 8 - Securing a ServiceNow Instance
View Security Center Overview Dashboard Change a Hardening setting Modify a selection in Best Practices Lab
Lab 8.2.1: Exploring Security Center Module 9 - Capstone Project
Practice concepts learned in the ServiceNow Administration Fundamentals Course Continue your professional development with Additional Practice content and exercises Lab
Lab 9.1.1: Capstone Project Challenge Format
Full Fee
Full programme fee
S$3800
9% GST on nett programme fee
S$4142
Total nett programme fee payable, including GST S$4142
Upcoming Classes
Class 1
18 Aug 2025 to 20 Aug 2025 (Full Time)
Duration: 3 days
When:
Aug - 18, 19, 20
Time : 9am to 5pm
Step 1
Apply through your organisation's training request system.
Step 2
Your organisation's training request system (or relevant HR staff) confirms your organisation's approval for you to take the programme. Your organisation will send registration information to the academy.
Organisation HR L&D or or equivalent staff can register directly through the Learning Partner's registration portal.
Step 3
The Learning Partner will inform you whether you have been successful in enrolment.
