SNAF: ServiceNow Administration Fundamentals

Course Information

Course Name

SNAF: ServiceNow Administration Fundamentals

Exam code

CSA

Duration

3 Days

Certification

Certified Implementation Specialist in ITSM (CIS-ITSM)

Certified System Administrator (CSA)

Overview

ServiceNow Administration Fundamentals (SNAF) is the starting point for system administrators to begin their ServiceNow journey into the realm of administering the ServiceNow platform. Extensive and interactive lessons and hands-on labs guide learners through the core concepts needed to establish and build upon common system administration concepts and skills.

Audience Profile

This course is designed to be the introduction-to-intermediate point for those performing ServiceNow system administration responsibilities within an organization.

Prerequisites

At Course Completion

Upon completion of this course, learners will be able to:

• Explain the ServiceNow Platform

• Gain functional awareness of applications including ITSM, Service Operations Workspace, and Employee Center

• Explore the power of the ServiceNow Platform

• Configure applications for business

• Configure Self Service

• Enable productivity

• Monitor an instance

• Manage data

• Package enhancements for testing

Course Outline

Module 1: ServiceNow – The Modernized Work Experience

• Labs:

  • Lab 1.1.1: Download Course Resources

  • 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

• Learning Objectives:

  • Locate and download class resources, including additional practice content for self-study

  • Review the overall class scenario

  • Explain the ServiceNow Platform

  • Gain functional awareness of applications including ITSM, Service Operations Workspace, and Employee Center

Module 2: Explore the Power of the ServiceNow Platform

• Labs:

  • Lab 2.1.1: Configure an Instance

• Learning Objectives:

  • Explain the value of a baseline implementation

  • Define a ServiceNow instance

  • Augment the platform by configuring an instance to reflect a company image and labeling instance tabs

  • Install applications and plugins

Module 3: Configure Applications for Business

• Labs:

  • Lab 3.1: Create List Views

  • Lab 3.2: Add a Field to a Form

  • Lab 3.3: Add Category and Reference Values

• Learning Objectives:

  • Configure lists and forms in the core environment to meet specific audience needs

  • Evaluate the similarities and differences between the core environment and the Service Operations Workspaces

  • Create and configure an application and module

Module 4: Manage Data

• 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

• Learning Objectives:

  • Evaluate requested enhancements including new applications, and application customization

  • Exhibit a working knowledge of the ServiceNow database architecture and database administration concepts

  • Utilize schema maps

  • Establish appropriate table and field access controls

  • Create import sets

  • Utilize transform maps

  • Explain the core functionality of the CMDB

  • Utilize the CI Class Manager to examine the hierarchy of CMDB tables and attributes (all, derived, added) of a given class

  • Exhibit awareness of the Common Services Data Model (CSDM)

  • Explain Discovery and Service Mapping

Module 5: Configure Self Service

• 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

• Learning Objectives:

  • Understand where to configure Self-Service offerings, including portals, knowledge, service catalog, and Virtual Agent

  • Create a knowledge base article by importing a document

  • Approve articles for publishing

  • Define, apply, and test user criteria on the knowledge base

  • Create a Service Catalog Item using Catalog Builder

  • Utilize Workflow Studio to leverage existing flows and create new flows

Module 6: Enable Productivity

• Labs:

  • Lab 6.1.1: Create visualizations and dashboards

  • Lab 6.2.1: Configure Notifications

• Learning Objectives:

  • Provide support to Fulfillers and Agents

  • Assist users in generating charts from various sources

  • Add a visualization to a dashboard

  • Establish appropriate table and field access controls

  • Demonstrate a basic understanding of platform analytics

  • Create notifications

  • Identify productivity tools

Module 7: Package Enhancements for Testing

• 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

• Learning Objectives:

  • Assess when to use scripting, UI policies, and business rules

  • Prepare update sets and migrate changes

  • Exhibit awareness of Automated Test Framework and testing resources

  • Demonstrate awareness of developer tools, concepts, and testing resources

Module 8: Securing a ServiceNow Instance

• Labs:

  • Lab 8.2.1: Exploring Security Center

• Learning Objectives:

  • View Security Center Overview Dashboard

  • Change a Hardening setting

  • Modify a selection in Best Practices

Module 9: Capstone Project

• Labs:

  • Lab 9.1.1: Capstone Project Challenge Format

• Learning Objectives:

  • Practice concepts learned in the ServiceNow Administration Fundamentals Course

  • Continue your professional development with Additional Practice content and exercises

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.