This three-day foundational course introduces learners to ServiceNow system administration. Through interactive instruction and hands-on labs, participants build core skills for configuring applications, managing data, enabling self-service, supporting productivity, securing the platform, and preparing enhancements for testing using Zurich release capabilities.
ServiceNow Admin Fundamentals Training Delivery Methods
ServiceNow Admin Fundamentals Training Course Information
Audience & Prerequisites
Who Should Attend: Individuals performing or preparing to perform ServiceNow system administration responsibilities within an organization, including new administrators and those transitioning into an admin role.
Prerequisites: Welcome to ServiceNow.
Certification & Exam Information
This course includes an exam voucher. Completion prepares learners for the ServiceNow Certified System Administrator (CSA) exam.
ServiceNow Admin Fundamentals Training Outline
Module 1: ServiceNow – The Modernized Work Experience
- Objectives: Explain the ServiceNow platform; gain functional awareness of ITSM, Service Operations Workspace, and Employee Center; review the overall class scenario.
- Labs: 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
- Objectives: Explain the value of a baseline implementation; define a ServiceNow instance; configure branding and navigation; install applications and plugins.
- Labs: Lab 2.1.1 Configure an Instance.
Module 3: Configure Applications for Business
- Objectives: Configure lists and forms; evaluate core environment versus workspaces; create and configure applications and modules.
- Labs: 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.
Module 4: Manage Data
- Objectives: Understand ServiceNow database architecture; create tables and access controls; import and transform data; explore CMDB concepts, CI relationships, CSDM awareness, Discovery, and Service Mapping.
- Labs: 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
- Objectives: Configure portals, knowledge, service catalog, and Virtual Agent foundations; create and manage knowledge articles; configure catalog items and workflows.
- Labs: 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
- Objectives: Support fulfillers and agents; create charts, dashboards, and notifications; demonstrate awareness of Platform Analytics and productivity tools.
- Labs: Lab 6.1.1 Create Visualizations and Dashboards; Lab 6.2.1 Configure Notifications.
Module 7: Package Enhancements for Testing
- Objectives: Assess when to use scripting, UI policies, and business rules; prepare update sets; migrate changes; demonstrate awareness of testing and developer tools.
- Labs: 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
- Objectives: Review Security Center capabilities; apply basic hardening and best practices.
- Labs: Lab 8.2.1 Exploring Security Center.
Module 9: Capstone Project
- Objectives: Apply course concepts in an end-to-end scenario; reinforce learning and identify next steps.
- Labs: Lab 9.1.1 Capstone Project Challenge Format.
