93450 45466

www.fita.in
 93450 45466

www.fita.in
 93450 45466

ServiceNow - Administrator

Module 1: Introduction to IT Services Framework

• Learning about IT Infrastructure Library

• Learning about IT Service Management
• Learning about IT Asset Management – ITAM
• ITIL Compared with ITSM and ITAM
• Advantages, Benefits and features of IT Services Framework
• Learning the components of IT Services Framework
▪ Understanding Asset Management
▪ Incident Management
▪ Change Management
▪ Task Management
▪ Project Management
▪ Problem Management
▪ Service Catalogues and Service Requests
▪ Knowledge Management
▪ Configuration Management
• Benefits and Advantages of Implementing ITSM, ITAM
• Understanding Service Level Agreements – SLA
• Understanding Software Development Life Cycle - SDLC

Module 2: ServiceNow - Essentials

• Introduction to Service Now

• Advantages and Features of ServiceNow
• Solutions offered by ServiceNow
• Use cases for ServiceNow implementation
• Understanding the ServiceNow Cloud Platform
• Understanding ServiceNow Releases and Versions
• Account registering with ServiceNow
• Getting a Demo Instance
• Setting up the Demo Instance
• Understanding Workflows
• Introduction to IT Workflows
• Understanding ServiceNow IT Workflows Solutions
• Logging in the ServiceNow Instance

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• Understanding the Home Page

• Getting Familiar with the Service Now User Interface
• Introduction to the UI15 Interface
• Introduction to the UI16 Interface
• Comparing UI15 and UI16
• Switching between UI15 and UI16
• Understanding the Banner Frame
• Learning about the Application Navigator
• Understanding Modules
• Understanding the Content Frame
• Learning The Edge
• Working with Views
• Customizing and Branding the Home Page
• Understanding Layouts
• Working with Lists and Filters
• Learning about Forms
• Using the Search Option

Module 3: ServiceNow Administration - Essentials

• Introduction to ServiceNow Administration

• Understanding the Role of a ServiceNow Administrator
• Managing Users
▪ Understanding Users in ServiceNow
▪ Understanding Roles
▪ Understanding Groups
▪ Adding Users to Groups
▪ Assigning Roles to Users
• The Admin Role
▪ Comparing Admin Users and Normal Users
▪ Understanding System Settings
▪ Configuring System Settings
▪ Introduction to Global Settings
▪ Comparing Global Settings and System Settings
▪ Understanding Elevated Roles
▪ Understanding Impersonate Role
▪ Understanding Impersonate Users
▪ Advantages of Impersonate Role
• Administering the Home Page
▪ Handling User Preferences

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▪ Securing the Home Page

▪ Handling Content addition and restrictions
▪ Understanding and using Widgets
▪ Customizing Home Page Contents
▪ Creating and managing Personal Home Page
▪ Creating a Dashboard View
• Working with Applications
▪ Introduction to Applications
▪ Understanding Modules
▪ Creating Modules
• Introduction to Tables
▪ Understanding Tables in ServiceNow
▪ Working with Types of Tables
▪ Understanding Core Tables
▪ Understanding Base Tables
▪ Understanding Custom Tables
▪ Creating Tables
▪ Working with Fields
▪ Understanding Schemas and Schema Map
▪ Understanding Extends Tables
▪ Handling Data Import
• Understanding Tickets
• Creating and handling Tickets
• Understanding Service Level Agreements – SLA
• Defining and Creating a SLA

Module 4: ServiceNow Administration – Scripting

• Introduction to Scripting
• Understanding Scripting in ServiceNow
• Understanding Server Side Scripts
• Understanding Client Side Scripts
• Working with Client Scripts
• Working with Server Scripts
• Understanding Policies
▪ Learning UI Policies
▪ Learning Data Policies
• Understanding Business Rules
• Introduction to the Glide Class
▪ Working with GlideSystem
▪ Working with GlideRecord

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▪ Working with Glideform

• Understanding Workflow Scripts
• Handling Alerts and Error messages using Scripts
• Handling Job Schedules and Event Management
• Following Best Practices for Scripting

Module 5: ServiceNow Administration – Advanced Essentials

• Administering Lists
▪ Configuring Lists
▪ Handling Display Lists sequences
▪ Handling Rows
▪ Understanding Lists V2 and Lists V3
▪ Handling List V2 and Lists V3 Scripts
• Administering Forms
▪ Understanding Forms Configuration
▪ Managing Annotations
▪ Handling Attachments
▪ Working with Form Templates
▪ Understanding and working with UI Policies
▪ Understanding and working with UI Actions
▪ Understanding and working with Data Policies
▪ Handling Fields
▪ Understanding and working with User Interface Policies
▪ Understanding and working with Data Policies
• Administering Tables
▪ Understanding Table Classes
▪ Understanding Table Extensions
▪ Working with Table Modules
▪ Working with Table Index
▪ Understanding Task Table
▪ Understanding and working with Data Dictionary Tables
▪ Working with Database Views
▪ Deleting Records and Tables
▪ Handling Rollback and delete recovery
• Administering Localization
▪ Understanding Localization
▪ Understanding and using Time Configuration
▪ Working with Localization Settings
▪ Handling Currency Settings

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▪ Introduction to Localization Framework

• Administering Events
▪ Understanding Events
▪ Working with Events Registry
▪ Understanding Events States and Logs
▪ Handling Global Events
▪ Applying Script Actions for Events
▪ Working with Event Parameters
• Administering Data
▪ Understanding Data Management in ServiceNow
▪ Understanding Unique Record Identifier
▪ Handling Export of Data Sets
▪ Handling Import of Data Sets
▪ Introduction to System Clone
▪ Working with System Clone
▪ Handling XML Files
▪ Understanding Database rotation
▪ Understanding Reference Qualifiers
▪ Understanding and Implementing Domain Separation
• Introduction to Import Sets
▪ Understanding Import Sets
▪ Advantages of Import Sets
▪ Using Import Sets to Load Data
▪ Understanding and using various Data Sources
▪ Understanding Transform Maps
▪ Understanding Transform Scripts
▪ Handling Different Formats of data

Module 6: ServiceNow – Administering Workflows

• Understanding Workflows
• Working with the Workflow Editor
• Learning the Workflow Concepts
• Creating Workflows
• Creating and Managing Approval Workflows
• Understanding Subflows
• Handling Workflow Events
• Understanding Stages
• Learning to Validate Workflows
• Administering Workflows
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▪ Understanding Workflow Roles

▪ Managing Workflow Roles
▪ Scheduling and Cancelling a Workflow
▪ Handling Workflow Errors
▪ Troubleshooting Workflows
▪ Handling Workflow Metrics
▪ Handling Workflow Performance

Module 7: ServiceNow – Administering Assets and CMDB

• Introduction to Configuration Management

• Understanding Configuration Management
• Understanding the Configuration Management Data Base – CMDB
• Understanding the CMDB Schema
• Understanding the Configuration Item – CI Class
• Understanding CI relationship
• Understanding the CI Life cycle
• Understanding the CMDB Classifications
• Querying the CMDB
• Creating and Managing CMDB Groups
• Managing the Health of CMDB
• Understanding and using CMDB APIs

Module 8: ServiceNow - Administering Knowledge Base

• Introduction to Knowledge Management

• Understanding Knowledge Management Roles
• Understanding and working with Knowledge Manager
• Understanding Knowledge Base
• Creating a Knowledge Base
• Understanding Knowledge Base Workflows
• Understanding Knowledge base Properties
• Configuring Knowledge Base Properties
• Creating and managing a Custom Knowledge Base Home Page
• Creating and managing a Knowledge Base Management Service Portal
• Understanding and Managing Knowledge base Subscriptions

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Module 9: ServiceNow – Administering Service Catalog

• Introduction to Service Catalog

• Understanding Service Catalog
• Advantages and Features of Service Catalog
• Learning about Service Catalog Management Roles – Catalog Administrator
• Understanding Tickets
• Designing and Creating Workflow for Service Catalog
• Understanding and creating Execution Plans
• Understanding Service Catalog Properties
• Working with Properties
• Planning a Service Catalog
• Customizing Service Catalog Home Page
• Defining Categories
• Understanding and using Variables
• Creating a Service Catalog
• Creating and managing Catalog items
• Handling Multiple Catalogs
• Creating Service Requests
• Adding and removing Items from Catalog
• Understanding Catalog Categories
• Understanding and Using Catalog Variable Sets
• Creating and Administering End User Catalogs
• Understanding and Creating Record Producers
• Handling Security for Catalog Items
• Understanding Audits and Audit History

Module 10: ServiceNow – Administering MID Server

• Introduction to MID Server

• Understanding Management, Instrumentation and Discovery - MID Server
• Advantages and Features of MID Server
• Installing MID Server
• Configuring MID Server
• Understanding Properties and Parameters
• Understanding MID Server Data
• Securing MID Server Data
• Handling MID Server Upgrades and Errors
• Understanding and using MID Server Dashboard

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Module 11: ServiceNow : Plugins, Update Sets

• Introduction to ServiceNow Plugins

▪ Understanding Plugins
▪ Advantages and Features of Plugins
▪ Browsing the Plugins List
▪ Learning to Request a Plugins
▪ Activating Plugins
• Understanding Update Sets
▪ Introduction to Update Sets
▪ Understanding Update Sets
▪ Appreciate the advantages of Update Sets
▪ Learning when to use Update Sets
▪ Creating and Saving Update Sets
▪ Transferring Update Sets
▪ Learning to Retrieve Update Sets
▪ Learning to Merge Update Sets
▪ Customizing Update Sets
▪ Administering Update Sets

Module 12: ServiceNow : Administering Key Modules

• Understanding Incident Management

▪ Introduction to Incident Management
▪ Understanding the Incident Management Process
▪ Configuring Incident Management
▪ Understanding Incident Management Life Cycle
▪ Managing Incidents
▪ Using Incident Management Plugins
• Understanding Problem Management
▪ Introduction to Problem Management
▪ Understanding Problem Management
▪ Understanding the Problem Management Workflow
▪ Configuring Problem Management
▪ Using Problem Management Plugins
• Understanding Change Management
▪ Introduction to Change Management
▪ Understanding Change Management Process

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▪ Learning about Change Types

▪ Understanding the Change Management Workflow
▪ Configuring Change Management
▪ Handling Change Requests
▪ Using Change Management Plugins

Module 13: ServiceNow – Performance and Security

• Administering Performance Management

▪ Understanding Platform Performance Metrics
▪ Handling Server and Network Response Time
▪ Handling Latency
▪ Handling Cache
▪ Fine Tuning Browser Settings
▪ Understanding Diagnostics methods
▪ Introduction to Diagnostics Page
▪ Learning about Diagnostics Tools
▪ Handling Quotas
• Administering Security
▪ Introduction to ServiceNow Security
▪ Introduction to Instant Security Centre
▪ Understanding Instance Security Centre
▪ Understanding important Security Events
▪ Understanding Access Control and Access Control List – ACL
▪ Defining ACL Rules
▪ Creating and implementing ACL Rules
▪ Implementing Authentication
▪ Handling Data Security
▪ Configuring General Security Settings
▪ Configuring High Security Settings
▪ Implementing Web Service Security
▪ Understanding Logs and Auditing
▪ Following Security Best Practices

Module 14: ServiceNow – Reports

• Introduction to Reporting
• Understanding Reports Options
• Understanding and working with Dash Boards

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• Configuring Dashboards
• Creating Reports
▪ Creating Bar Charts
▪ Creating List Reports
▪ Creating Pivot Reports
▪ Explore other Report Types
• Learning to Distribute Reports
• Learning to Format Reports
• Understanding Advanced Reports
• Administering Reports

www.fita.in
 93450 45466

www.fita.in
 93450 45466

www.fita.in