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.