ServiceNow Administration Fundamentals (SNAF) Training

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.