Programme Structure
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
