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Objectives

During this 3 day interactive training course you will perform system administration functions in your own instance; a safe sandbox. You will start by performing core configuration tasks- and work with UI Policies- Data Policies- UI Actions- Business Rules and Client Scripts- then use the Mobile Platform and activate Plugins. You will also add users- groups and roles- then manage data with Tables- the CMDB- Import Sets and Update Sets. You will work with two key Process Applications- the Knowledge Base and the Service Catalog then create Workflow activities and approvals. You will move on to configure Alerts and Notifications- view Upgrade History and Status- control System Access and Data Security- and create Baseline Performance Metrics. Finally- you will run Reports- configure SLAs- perform Instance Branding and Customization. Throughout the course- social IT elements will be integrated to demonstrate best practices and communicate with other students and training department personnel.



Module 1 Core Configuration

Objectives:

Configure Navigation- Search and UI options- manage Lists- Forms and Filters- Work with UI Policies- Data Policies- UI Actions- Business Rules and Client Scripts- Use the Mobile Platform and activate Plugins

1. Configuration Essentials Lab: Enable new UI then create Bookmarks; personalize Lists and Forms (with Challenge Component); Create and apply Filters

2. Core Configuration Lab: Create and modify UI Policies- UI Policy Actions- Data Policies and UI Actions; Create a Business Rule; Create a Client Script

3. Mobile Lab: obtain IOS Simulator (Mac) or Android Simulator (Windows) then create a new Lost Prototype Incident

4. Plugins Lab: Activate the Syntax Editor Plugin- Personalize the System Plugins List View to display the "Has Demo Data" column and the LiveFeed Document Plugin



Module 2 User Administration

Objectives:

Configure User Accounts- Groups- and Roles

1. User Administration Lab: Add Users- Add new Group Automatically Associated with New User Record- Assign Roles to a Group- Add Users to new Groups- Create and test New Assignment Rule



Module 3 Manage Data with Tables and the CMDB

Objectives:

Add new Tables- Applications and Modules and add Configuration Items (Cis) to the CMDB

1. Tables Lab: Create and Extend Tables- Add Dictionary Override

2. CMDB Lab: Add and Map CIs- Analyze Problems Using BSM Map



Module 4 Manage Data with Import Sets and Update Sets

Objectives:

Create Import Sets and Transform Maps- and create and apply Update Sets

1. Import Sets Lab: Work with Import Sets and Transform Maps

2. Update Sets Lab: Create then Retrieve an Update Set



Module 5 Process Applications

Objectives:

Work with two key ServiceNow Process Applications- Knowledge Base and Service Catalog

1. Knowledge Base Lab: Create and Attach Knowledge Base Articles- View and Edit Knowledge Navigation Add-ons

2. Service Catalog Lab: Create Service Catalog Items- Add Variables to Catalog Items- Add a Variable Set to a Catalog Item- Create a Service Catalog Order Guide



Module 6 Workflows

Objectives:

Workflow Activities- Approvals and Administration

1. Workflows Lab: Create New Workflow and Approvals for an iPhone 4S



Module 7 Core Application Administration

Objectives:

Configure Alerts and Notifications- View Upgrade History and Status- Control System Access and Data Security- and create Baseline Performance Metrics

1. 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 a notification

2. Upgrades Lab: Confirm Release and Upgrade Status- Edit New Build Notifications

3. 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

4. Performance Baselines Lab: Establish Baseline Statistics



Module 8 Service Administration

Objectives:

Run Reports- Configure SLAs- Perform Instance Branding and Customization- and Work with Social IT

1. Reports Lab: Run Reports and work with Gauges and Homepages

2. SLAs Lab: Define an SLA for iPhone 4S Catalog Requests

3. Customization Lab: Customize Your Instance: Change banner color- Modify instance name- Add a branding logo

4. Social IT Lab: Chat with a partner; one taking ITIL role- the other taking the System Administrator role- Configure Live Feed to Automatically Post High Priority Incidents



Module 9 Case Study

The Case Study has been divided into 8 task categories to guide to your deployment:



Task 1 : Adding Users- Groups and Roles

Task 2 : Customizing Your Instance

Task 3 : Importing Users

Task 4 : Scheduling Reports

Task 5 : Adding Knowledge Base Articles

Task 6 : Personalizing Homepages

Task 7 : Configuring Security

Task 8 : Displaying External Webpages



Industry experience with database concepts and system management.

• System administrator role and/or access to ServiceNow administrative applications and modules.

• Some knowledge of IT Help Desk processes and the incident- problem- and change workflows is also helpful.

• Three (3) to six (6) months experience using and/or maintaining a ServiceNow instance.

• General familiarity with industry terminology- acronyms- and initialisms



User Interface & Navigation (20%)

- ServiceNow Overview

- Lists and Filters

- Forms and Templates

- Branding



Collaboration (20%)

- User Administration

- Task Management

- Notifications

- Reporting



Database Administration (30%)

- Data Schema

- CMDB

- Application/Access Control

- Import Sets


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Self-Service & Process Automation (20%)

- Knowledge Management

- Service Catalog