ServiceNow Administration Fundamentals (SNAF)

Course Duration

3 Days

Audience

Employees of federal, state and local governments; and businesses working with the government.

Prerequisites

There are no formal prerequisites for this course. Basic familiarity with IT service management concepts is helpful but not required.

Course Description

This course teaches the core skills needed to administer the ServiceNow platform. Students learn to navigate the platform, manage users and groups, configure tables and forms, build workflows, set up notifications, and use reporting — providing a solid foundation for any ServiceNow administrative role.

Learning Objectives

• Demonstrate how to navigate to applications and modules in ServiceNow using the Application and Filter Navigators
• Create views and filters for a table list
• Update records using inline editing
• Configure a form view using Form Layout and Form Designer
• Describe how to create and update records in a form view
• Understand how to modify the colors in an instance for the logged-in user as well as for users in the instance

Course Outline

• Demonstrate how to navigate to applications and modules in ServiceNow using the Application and Filter Navigators
• Create views and filters for a table list
• Update records using inline editing
• Configure a form view using Form Layout and Form Designer
• Describe how to create and update records in a form view
• Understand how to modify the colors in an instance for the logged-in user as well as for users in the instance
• Lab 1.1 – Navigate the platform utilizing the Application Navigator
• Lab 1.2 – Configure a list view and create a shareable list filter
• Lab 1.3 – Configure a form view and update records
• Lab 1.4 – Use the Basic Configuration UI16 module to apply branding to the platform
• Explain how to access the service portal for the instance
• Understand how to submit an incident through the service portal
• Discuss when the My Work and My Groups Work modules should be used
• Demonstrate how to use work notes, additional comments, and connect chat to collaborate on a task
• Describe the differences between events and notifications
• Create a reporter by modifying an existing report using the Report Designer
• Share a report with a group
• Lab 2.1 – Practice group task management by using form work notes and chat
• Lab 2.2 – Create, test, and verify a notification
• Lab 2.3 – Create a simple report and share it with a group of users
• Explain the hierarchy of tables, records, and fields
• Differentiate the classes of tables in ServiceNow
• Identify different field types in a record
• Demonstrate how to create access control rules
• Discuss how access controls are evaluated
• Explain how to use import sets to populate data in a table
• Describe the purpose of the CMDB
• Create a new CI class in the CMDB along with relationships to other CIs
• Lab 3.1 – Create a new table with accompanying lists and forms
• Lab 3.2 – Practice restricting access to data by defining security controls