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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: download 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