Certification:              Certified Service Now System Administration.

Course:                      Service Now System Administration.


ServiceNow offers everything-as-a-service cloud computing, including platform-as-a-service (PaaS) enterprise service management software for human resources, law, facilities management, finance, marketing, and field operations.

ServiceNow specializes in ITSM applications and provides forms-based workflow application development. ServiceNow has integration options for platforms such as Salesforce, JIRA, SharePoint, and BMC Remedy Action Request System.

During this 30 hours interactive training course attendees will perform system administration functions in their own instance which will be provided by the instructor during the beginning of the course. This would be safe playground instance with full access.         

Course Content:

Module 1: Service Now User Interface.

Topics Covered:

  • Explore the UI
  • Application Navigator
  • Mobile Interface
  • Plugins
  • Branding Options.
  • Work with Lists
  • Filters
  • Forms
  • Search Capabilities.

Lab Exercises: 

  • UI Essentials Lab
    • Configure Navigation
    • UI
    • Search
    • Branding options
  • Configuration Essentials Lab
    • Manage and Configure Incident
    • Manage and Configure Problem
    • Manage and Configure Change
    • Lists
    • Forms
    • Create and Apply Filters

Module 2:  User Administration

Topics Covered:

  • Configure User Accounts
  • Configure Groups 
  • Configure Roles

Labs Exercises:

  • User Administration Lab
    • Add Users
    • Add new Group
    • Assign Roles to a Group
    • Add Users to new Groups,
    • Create and Test New Assignment Rule

Module 3: Data Management

Topics Covered:

  • Discuss ServiceNow Data Structures: Databases, Tables, and Records
  • Work with Import Sets and Transform Maps
  • Add Configuration Items (CIs) to the CMDB

Lab Exercises:

  • Tables Lab
    • Create new Tables
    • Create new Applications
    • Create new Modules
  • Import Sets Lab
    • Work with Import Sets and Transform Maps
  • CMDB Lab:
    • Add and Map Configuration Items (Cis)


Module 4: Service Automation Platform

Topics Covered:

  • Work with key ServiceNow Platform Applications and Functionality
  • Knowledge Management
  • Service Catalog
  • Workflows
  • SLAs
  • Reporting Tools

Lab Exercises:

  • Knowledge Management Lab
    • Create and Attach Knowledge Base Articles
  • Service Catalog Lab
    • Create Service Catalog Items, Variables
    • Create a Service Catalog Order Guide
  • Workflows Lab
    • Modify and Test Workflow and Approvals
  • SLAs Lab
    • Define an SLA for Catalog Requests
  • Reports Lab
    • Explore the Reporting Application to review Report Types
    • Work with Gauges
    • Homepages
    • Create a report from a list

Module 5: Core Application Administration

Topics Covered:

  • Work with UI Policies
  • Data Policies
  • UI Actions
  • Business Rules and Client Scripts
  • Configure Application Security
  • Work with Events and Notifications

Lab Exercises:

  • Policies and Interaction Lab:
    • Work with UI Policies
    • Data Policies
    • UI Actions
    • Business Rules and Client Scripts
  • Application Security Lab
    • Provide Application and Module Access for a specified role
    • Create an Access Control Rule to allow record Read Access
    • Create an Access Control Rule to restrict column Read Access
  • Notifications Lab
    • Observe a Business Rule and Registry associated with a P1 Change Event
    • Create a Notification based upon a Business Rule
    • Configure and send an email notification
    • Create an SMS notification


Module 6: Ongoing Maintenance

Topics Covered:

  • Create and Apply Update Sets
  • Learn about the Upgrade Process and Release Cycle
  • Record Baseline Performance Statistics
  • Use Social IT Capabilities

Lab Exercises:

  • Update Sets Lab:
    • Create then Retrieve an Update Set
  • Upgrades, Performance and Troubleshooting Lab:
    • Confirm Release and Upgrade Status
    • Edit New Build Notifications
    • Review Baseline Statistics
  • Social IT Lab:
    • Configure Live Feed to Automatically Post High Priority Incidents

Module 7:  Data Import & MID Server.

Topics Covered:

  • Mid Server.
  • JDBC Import.
  • File Import using FTP.
  • LDAP Import.

Lab Exercises:

  • MID Server Installation & Configuration Lab.
    • Installing MID Server on Windows.
    • Installing MID Server on Linux.
    • Configuring MID Server.
    • Troubleshooting MID Server connectivity.
  • Data Base Import Lab
    • Setup sample MySQL Data Base in Cloud.
    • Importing Data from MySQL to ServiceNow
  • FTP Import lab
    • Setup sample FTP server.
    • Importing Data from a File from FTP Server.

Course Duration:                 30 Hours.

Contact 'contact@servicenowtalk.com' for Course Fees.