ServiceNow Admin Course: Self-Paced

Course Curriculum

• 1. ServiceNow Overview and Introduction
  • Introduction of Servicenow
  • What is Servicenow?
  • Why and who can use Servicenow
  • History of Servicenow
  • Servicenow Versions
  • Servicenow Features
  • Career Opportunities in ServiceNow
  • Overview of ServiceNow Products
• 2. Cloud Computing Basics
  • Introduction to Cloud Computing
  • What is Cloud Computing
  • Private and Public Cloud
  • What is the Difference Between SAAS and PAAS
  • What are the Benefits of Cloud Computing?
• 3. ServiceNow Instance & its User Interface
  • What is Snow Instance and its types
  • Creation of Instance
  • What is User Interface (UI)?
  • User Profile
  • Basic Configuration
  • Purpose of Impersonate User
  • Use of Global Search
  • Toggle Connect Sidebar
  • Settings (Available Component)
• 4. Lists View & Administration
  • Filters and Search Conditions in Lists
  • Types of Record Searches
  • Condition Builder
  • Breadcrumbs and Usage
  • Context Menus
  • Personalizing and Customizing Lists
  • Filters Add to Favorite
  • Configure List Layout
  • List Controls
  • List Calculations
  • Purpose of Wild Card Entries
  • Filters & Searches
  • Update Multiple Records
  • Wild Card Entries
• 5. Form View & Administration
  • Components of Form
  • Form Personalization
  • Form Customization
  • Form Menu
  • Form Layout
  • Form Design
  • Form Templates
• 6. Understanding Scoped Application
  • What is an Application?
  • What is Application Scope?
  • Global vs Scoped Applications
  • How to create Application
  • Why Scoped Apps are more secure
  • Naming conventions for scopes
• 7. Tables & Relationships Tables Creation
  • Introduction to Table
  • Out of the Box Tables
  • Types of Tables in Servicenow
  • Types of Fields
  • Extended Table and Referenced Tables
  • Schema Map
  • Dictionary Entries
  • Configure Label and Choices
  • Reference Qualifiers
  • Working with Choice List
  • Data Dictionary Tables
  • Use of Task Table
  • Dictionary Override
• 8. Plugins
  • What is Plugin?
  • Predefined Plugins Installed in servicenow
  • Activate and Deactivating Plugins
  • Upgrading Plugins
  • Importance of Dependency Plugins
  • Importance of Load Demo Data
  • Who will Request Plugins?
  • Repair and Upgrade Plugins
  • How to Request Plugin in Real Time?
  • HI Service Portal (Now Support)
• 9. User Administration
  • Introduction to User Administration
  • Creating Users
  • Working with Groups
  • Working with Roles
  • Creating Department and Company
  • Creating Countries and Locations
  • Assign roles to Users and Groups
  • Delegate Users
  • Current Logged in Users
  • User Preferences
• 10. Access Controls(ACL)
  • Types of Permissions
  • Levels of Access
  • ACL Operation Types
  • Security Modules
  • ACL Rule Types
  • Creating ACLs
• 11. Metrics
  • Introduction to Metrics
  • What is Metrics and Usage
  • Creating New Metric Definition
• 12. UI Policies & Data Policies
  • Introduction to UI Policies & Data Policies
  • Importance of Ul Policies
  • Create new UI Policy
  • Converting Data Policies to UI Policies
• 13. Business Rules
  • Introduction to Business Rule
  • Types of Business Rules
  • Business Rule Actions
• 14. Events & Notifications
  • Introduction to System notifications
  • Purpose of Email Notifications
  • Creating New Email Notification
  • Email Notification Tabs
  • Preview Notification
  • Email Templates
  • Notifications on Event is fired
  • Notifications on Triggered
  • Configure Email Notification
  • Omit Watermarks in Email Notifications
  • Send Email Notification to CC
  • Email Subscription
  • Inbound Actions
• 15. Data Import
  • Introduction to import Sets
  • Data Import Process
  • Preparing Data for Import
  • Data Loading
  • Creating Transform Map
  • Fields Mapping
  • Working with Coalesce
  • Working with Multiple Coalesce
  • Run Transform Map
  • Importing Data Sources
  • Schedule Import Sets
  • Transformation Event Script Variable
• 16. Assignment Rules
  • Assignment Rules
  • Assignment Lookup Rules
• 17. Reports & Dashboards
  • Introduction to Reports
  • Types of Reports
  • Create and administer Reports
  • Schedule and Publish Reports
  • Introduction to Dashboards
  • Creating Dashboards
  • Database Views
  • Working With Gauges
• 18. Service Catalog Management
  • Creating Catalogs
  • Types & Categories of Catalogs
  • Variables & Variables Sets
  • Creating Item & Adding to Service Portal
  • Record Producers
  • Record Producers vs Catalogs
  • Order Guides
  • Cascade Variables
  • Rule Base in Order Guides
• 19. Service Level Management
  • Introduction to Service Level Management (SLM)
  • Describing SLA
  • Types of SLA’s
  • Working with SLA, OLA and UC
  • Understand Existing SLA Definition
  • Creating New SLA Definition for Incident Table
  • SLA Targets
  • Schedule SLA Definitions
  • Importance of Retroactive Start and Pause
  • SLA Calculation
  • Tracking of SLA Definition
• 20. Process Engine
  • Introduction to Workflows
  • Acitvities in Workflow
  • Workflow Properties & Administration
  • Flow Designer Introduction
  • Actions in Flow Designer
  • Sub Flows
  • Creating & Working on Flow Designer
• 21. Ongoing Maintenance
  • Introduction to Update Sets
  • importance of Update Sets
  • Update Sets Tables
  • What Update Sets Captured and Does Not Captured
  • Default Update Sets
  • Update Sets Administration
  • Create New Local Update Sets
  • Working with Retrieved Update Sets
  • Preview and Commit Update Sets
  • Migrating Update Sets
  • Merge Update Sets
  • Back oOut Changes from Target Instance
  • Update Sets States
• 22. Configure MID Server
  • Introduction to MID Server
  • Create MID Server User Record
  • Download MID Server Windows 64 bit
  • Install MID Server in Servicenow Instance
  • Validating MID Server
  • MID Server Capabilities
  • MID Server Dash Board
• 23. Cloning Instance
  • Introduction Cloning
  • Use of Cloning
  • Cloning Instance