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ServiceNow  System  Administration Training  

Objectives

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. We  weave  a  scenario  throughout  our  course  to  present  real  world,  relevant  lab   exercises.  The  3-‐day class  features  lecture  and  group  discussions,  as  well  extensive   hands-‐on  practice  and  reinforcement delivered  in  a  wide  variety  of  labs,  tech  talks  and  a   comprehensive  case  study.

Who  Should  Attend

This  course  is  targeted for  new  ServiceNow  System  Administrators  who  are zero to  three   months  into  a  new  deployment 

Prerequisites

The  Foundations  online  learning  course   has  six  modules  introducing  the  ServiceNow  interface,  exploring how  to  use   various  features  and  applications.The  course  uses  role‐based  scenarios  to  show  the   workflow  and  interactivity  of  the  platform.  Industry  terminology  (SaaS,  Web  2.0  ITIL,   etc.)  and  practice  using ServiceNow  fundamental  building  blocks  (applications  and   modules,  tables,  forms,  lists, fields and  exploration  of  Incident,  Problem,  Changeand   Service  Catalog.    Completing  the  online prerequisite  allows  participants  to  immediately   be  successful  in  class  since  it  provides a common  vocabulary  and  standard  practical   experience  with  ServiceNow fundamental  applications.Other  than  completing  the  online  Foundations  moduls, This course  does  not  have  any   specific  technical  requirements  such  as  JavaScript, C++  or  any  other  programming   language  knowledge.  This  course  is  designed  to  cover  the  fundamentals,  giving  you  the   System  Administration  knowledge  and  skills  you  need  to  get  the  most  out  of  your ServiceNow  deployment

ServiceNow  System  Administration  

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  
• Configuration  Essentials  Lab:  Enable  new  UI  then  create  Bookmarks;  personalize   Lists  and  Forms  (with  Challenge  Component);  Create  and  apply  Filters  
• Core  Configuration  Lab: Create  and  modify  UI  Policies,  UI  Policy  Actions,  Data   Policies  and  UI  Actions;  Create  a  Business  Rule;  Create  a  Client  Script  
• Mobile  Lab:Download  IOS Simulator  (Mac)  or  Android  Simulator  (Windows)  then   create  a  new  Lost  Prototype  Incident
• 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    

User  Administration  Objectives:

• Configure  
• User  Accounts,
 
• Groups,  
• Roles
• 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

Manage  Data  with  Tables  and  the  CMDB Objectives:

• Add  new  Tables,  
• Applications  and  Modules  and  add  Configuration  Items  (Cis)  to  the  CMDB
 
• Tables  Lab: Create  and  Extend  Tables,  Add  Dictionary  Override  
• CMDB  Lab: Add  and  Map  CIs,  Analyze  Problems  Using  BSM  Map Module  
• Manage  Data  with  Import  Sets  and  Update  Sets Objectives: Create  Import  Sets  and  Transform  Maps,  and  create and apply  Update  Sets
• Import  Sets  Lab:  Work  with  Import  Sets  and  Transform  Maps
• Update  Sets  Lab:  Create  then  Retrieve  an  Update  Set

Process  Applications Objectives:

• AWork  with  two  key  ServiceNow  Process  Applications,  
• Knowledge  Base  and  Service  Catalog
 
• Knowledge  Base  Lab:   Create  and  Attach  Knowledge  Base  Articles,  View  and  Edit   Knowledge  Navigation  Add-‐ons  
• 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 

Workflows Objectives:

• Workflow  Activities
• Approvals  and  Administration
 
• Workflows  Lab:  Create  New  Workflow and  Approvals  for  an  iPhone  4S  

Core  Application  Administration Objectives:

• Configure  Alerts  and  Notifications,
 
• View  Upgrade  History  and  Status,  
• Control  System  Access  
• Data  Security,  
• Create  Baseline  Performance  Metrics  
• 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  
• Upgrades Lab:   Confirm  Release  and  Upgrade  Status,  Edit  New  Build  Notifications
• 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
• 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
• Reports  Lab: Run  Reports  and  work  with  Gauges  and  Homepages
• SLAs  Lab:  Define  an  SLA  for  iPhone  4S  Catalog  Requests
• Customization  Lab:  Customize  Your  Instance:  Change  banner  color,  Modify  instance   name,  Add  a  branding  logo
• 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

Case  Study

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

• Adding  Users,  Groups and  Roles  
• Customizing  Your  Instance  
• Importing  Users  
• Scheduling  Reports
• Adding  Knowledge  Base  Articles
• Personalizing  Homepages  
• Configuring  Security  
• Displaying  External  Webpages