Course Information
Course Name
SNAA: ServiceNow Administration Advanced
Duration
2 Days
Certification
Certified System Administrator (CSA)
Overview
The ServiceNow Administration Advanced course teaches about the robust controls in the base instance in modules and labs to reinforce daily tasks. Course labs are designed step-by-step to facilitate the application of concepts.
This course explores the ServiceNow application and how it is defined. It continues by covering the components of an application, focusing on application scopes and the different types of application data. Development and Debugging tools are introduced. The course examines the importance of reporting. Also, ServiceNow’s ability to integrate with many third-party applications and data sources is analyzed. The course reviews how ServiceNow data visualizations enables the user to create and distribute reports that show the current state of instance data, such as how many open incidents of each priority exist. Tools for data hygiene are reviewed. The course emphasizes the importance of maintaining the system to provide a better user experience.
Audience Profile
This course is designed for ServiceNow administrators and consultants who have maintained production ServiceNow systems for at least six to 12 months and have successfully passed the ServiceNow Administration Fundamentals course. Passing the Certified System Administrator exam is recommended.
Prerequisites
ServiceNow Administration Fundamentals
Video Series: Learn JavaScript on the Now Platform by Chuck Tomasi
Scripting in ServiceNow
At Course Completion
The ServiceNow Administration Advanced course will prepare administrators through advanced concepts by:
Identifying ServiceNow applications and application components
Explaining the difference between application configurations and customizations
Introducing students to development and debugging tools
Describing best practices for reporting efficiencies within the ServiceNow platform
Discussing integrations with the ServiceNow platform
Review good security practices available for an instance
Identifying various factors affecting performance
Course Outline
Module 1: Application Data Management
Topic: Application Data Management
ServiceNow Applications
Components of an Application
Application Scopes
Application Data: Foundation vs. Process
Accessing Application Data
Maintain Data
Examples
Topic: Data Population
Methods for Data Population
What Are Update Sets?
Named and Default Update Sets
Lab 1.1.1 Configurations and Update Sets
Topic: Data Population Continued
Import Sets
Transform Maps
What Is System Cloning?
System Cloning: Benefits
System Cloning: Exclusions, Preserve Data, and Cleanup Scripts
Clone Admin Console
Examples
Instance Data Replication
Integrations
Lab 1.2.1 Clone an Instance
Topic: Data Searching
Search Administration Overview
Database Indexes
Text Indexes
Contextual Search
Configuring Contextual Search
Search Administration
Lab 1.3.1 Create a Database Index
Module 2: Development and Debugging
Topic: Development
Types of Development: No Code, Low Code, Pro Code
Developer Tools: Code Editors
Types of Scripting
Developer Tools: No Code and Low Code Tools
Developer Tools: Support
Lab 2.1.1 Code or No Code / Low Code
Topic: Debugging
Navigate Quickly: Unique Letters
Navigate Quickly: Application Navigator
Navigate Quickly: Navigate Directly to Table Configurations
Navigate Quickly: Keyboard Shortcuts
Show – ‘Field Name’
Utility URLs
URL
Show XML
Session Debug
Detailed Session Debug
Access Analyzer
Lab 2.2.1 Session Debug
Topic: Debugging Continued
Scripts – Background
Fix Scripts
Lab 2.2.2 Scripts – Background and Fix Scripts
Topic: Debugging Continued 2
Script Debugger
Script Tracer
Lab 2.2.3 Script Debugger
Module 3: Application Data Management
Topic: Data Visualization Review
Visualization Review
Topic: Database Views
Database View
Database View: Joining Tables
Database View: Using a Join
Database View: Restrict Returned Fields
Lab 3.2.1 Create a Visualization Using a Database View
Topic: Data Sources for Reporting
Data Source
Data Source for Reporting
Report Source
Lab 3.3.1 Create a Report Source
Topic: Dashboards
Dashboards
Building a Dashboard
Configuring a Dashboard
Platform Analytics
Benchmarks
Lab 3.4.1 Create a Dashboard
Topic: Good Practices
Good Practices: Slow Server Response
Good Practices: Efficiencies
Module 4: Integrations
Topic: Integrations Overview
Integrations Overview
The Big Picture
Topic: Web Services REST
Web Services: What is a Web Service?
Web Services: Inbound and Outbound
Web Services APIs
ServiceNow Provided APIs
REST API Explorer
Outbound REST Web Service
Outbound REST Web Service Results
Web Services: JSON
Inbound Web Services with REST
Lab 4.2.1: Web Services
Topic: Web Services REST Continued
ServiceNow as a Consumer
ServiceNow as a Publisher
Reasons to use SOAP
Topic: MID Server
MID Server
Consume Mid Server Data
Topic: Direct Web Services and Scripted Web Services
Direct Web Services
Scripted Web Services
Topic: Integration Hub
Integration Hub
Integration Hub Installed Spokes
Connections Dashboard
Action Designer
Lab 4.5.1 Integration Hub
Module 5: Access and Security
Topic: Authentication, Authorization, Hardening
Be Prepared
Access Control: Authentication
Access Control: Authentication Mechanisms
Access Control: Multi-Factor Authentication (MFA)
Data Control: Authorization
Data Control: Anatomy of an ACL
Data Control: Data Filtration
Data Control: Data Filtration Attributes
Data Control: Data Filtration Subject Criteria
Data Control: Data Filtration Security Attribute
Lab 5.1.1 Data Filtration
Topic: Authentication, Authorization, Hardening
Instance Security: Instance Hardening
Instance Security: Security Center
Lab 5.2.1 Security Center
Topic: ServiceNow Vault
ServiceNow Vault
Module 6: Platform Optimization and Maintenance – Data
Topic: Data Hygiene and CSDM
Data Hygiene
Schema Map
Tables
Table Cleaner
Data Archiving
Archiving Email
Table Rotation
Table Extension
Import Set Scheduled Cleanup
Cascade Delete Rules
Reports and Dashboards
Roll Back and Delete Recovery
Topic: Common Service Data Model
Common Service Data Model Overview
CSDM: What It Is, What It Is Not, What’s in It for You
CSDM: Why?
Process of Implementing CSDM
Common Service Data Model Diagram
CSDM Conclusion
Module 7: Platform Optimization and Maintenance – Instance
Topic: Performance Factors
Application Performance
Application Performance: Response Time Indicator
Browser Rendering Performance: Form Optimization
Browser Rendering Performance: Views
Browser Rendering Performance: Optimize Performance and Minimize Clutter
Browser Rendering Performance: Review Transaction Logs
Browser Rendering Performance: Good Practices
Topic: Instance Maintenance
Instance Maintenance: Daily Activities – Instance Stats
Instance Maintenance: Daily Activities – Slow Transactions
Instance Maintenance: Daily Activities – User Preferences
Instance Maintenance: Weekly Activities
System Cloning: Exclusions, Preserve Data, and Cleanup Scripts
Instance Maintenance: Monthly Activities – Slow Queries
Instance Maintenance: Monthly Activities – Slow Scripts
Instance Maintenance: Ongoing Activities
Lab 7.2.1: Explore Instance Scan
Topic: Releases and Upgrades
ServiceNow Release Cycle
ServiceNow Store
About Upgrades
Upgrade to the latest release
What is Upgraded and What is Not?
Upgrade Tracking
Upgrade Center
ServiceNow Patching Program (SPP)
Now Support
Lab 7.3.1: Upgrades and Calculations
All ServiceNow certification courses are conducted by certified trainers from Iverson.
Digital Methods acts as the official training partner and assists with program consultation, registration, coordination, scheduling, and administrative arrangements to ensure a seamless and professionally managed training experience.