SPF: Service Portal Fundamentals

Course Information

Course Name

SPF: Service Portal Fundamentals

Duration

2 Days

Overview

A Service Portal provides an alternative user experience to the standard platform interface. The Service Portal application offers the tools needed to configure, customize, and extend portal components to create an online experience like what your users have come to expect.

During this two-day interactive training course, you learn how to use the Service Portal application to configure, customize, and extend components to create a Service Portal in your own student instance. Participants will:

• Explore all aspects of the Service Portal application

• Learn how to re-configure an existing portal

• Review the Service Portal framework

• Discover the baseline Employee Center portal

• Create new portals, themes, pages, and menus

• Understand how to use and create widgets

• Re-use existing portal components

• Explore using AI Search as the search engine in a Service Portal

• Configure other aspects of the platform to enhance a Service Portal

• Create a Guided Tour within a Service Portal

• Discover the User Experience Analytics dashboard to better understand Service Portal usage metrics.

These objectives are achieved through a combination of demos, lecture, and group discussions. Lab exercises woven throughout the class walk you through building your own Service Portal from scratch.

Audience Profile

This course is designed for low-code System Administrators and Web Designers/Developers who want to learn how to create Service Portals that offer users a consistent, intuitive, and delightful experience when accessing their organization’s services online.

Prerequisites

Completion of the ServiceNow Administration Fundamentals course with 6-plus months of hands-on administration experience.

Although all scripts are provided for lab exercises, participants will find them easier to interpret and read if they have a basic understanding of:

• Scripting in ServiceNow

• AngularJS

• Bootstrap

• CSS

• HTML

At Course Completion

Completion of the ServiceNow Administration Fundamentals course with 6-plus months of hands-on administration experience:

• Create a new Service Portal.

• Use the Branding Editor to configure titles, logos, and the theme of an existing Service Portal.

• Create new themes, pages and widgets.

• Develop a new header menu and footer, then add them to a theme.

• Include a custom font within a theme.

• Clone existing pages and widgets for reuse.

• Configure search capabilities using the AI Search functionality.

• Review the User Experience Analytics dashboard to view Service Portal usage metrics.

• Redirect users to a specific Service Portal.

• Define a Guided Tour to highlight functionality within a Service Portal.

Course Outline

Module 1: Service Portal Overview

This module covers the foundations of Service Portals in ServiceNow.

Objectives 

• Define Service Portal

• Discuss reasons for building a Service Portal

• Review Service Portal administration and development duties

• Discover the Employee Center portal

• Examine where to get Service Portal help

• Explore the Branding Editor

Labs: 

• Lab 1.5.1 – Explore your student instance

• Lab 1.5.2 – Enable AI Search

• Lab 1.5.3 – Use the Branding Editor

Module 2: Create a Service Portal

Learn how to create a new theme, portal, and page.

Objectives 

• Review the Service Portal framework

• Create a new theme

• Create a new Service Portal

• Create a new page

• Review the Bootstrap framework

• Explore baseline pages

Labs: 

• Lab 2.2.1 – Create a new theme and portal

• Lab 2.2.2 – Include a custom font

• Lab 2.3.1 – Create a new page

• Lab 2.3.2 – Explore existing pages

Module 3: Widgets

Learn how to use widgets on a page to provide your content. This module also includes a low-code overview on how to create a new widget.

Objectives 

• Define widgets and explore the baseline elements

• Learn how to use widgets

• Clone existing widgets

• Develop new widgets

• Discover how to debug widgets

Labs: 

• Lab 3.2.1 – Add widgets to a page

• Lab 3.4.1 – Clone an existing widget

• Lab 3.4.2 – Develop a custom footer widget

• Lab 3.4.3 – Develop a custom widget with options

• Lab 3.4.4 – Develop a modal widget

Module 4: Header Menus

Learn how to create a new menu and how to include it in a Service Portal.

Objectives 

• Define a Header menu

• Explore menu items

• Discuss nested menu Items

• Review the Mega Menu

• Review testing menu functionality

Labs: 

• Lab 4.1.1 – Create a Header men

Module 5: AI Search

Learn about the AI search capabilities within a portal.

Objectives 

• Define AI Search

• Discover how to use AI Search

• Explain how to enable AI Search in your portal

• Examine the basics of configuring AI Search

• Explore external search sources

• Review AI Search analytics and reporting

Labs: 

• Lab 5.4.1 – Configure AI Search

Module 6: Service Portal Extras

Learn about Announcements, the User Experience Analytics dashboard, using User Criteria records to control user access within a portal, and Guided Tours.

Objectives 

• Discover the User Experience Analytics dashboard

• Learn about the Announcements widget

• Discuss use of User Criteria records to control user access in a portal

• Explore Guided Tours for Service Portals

Labs and activities: 

• Lab 6.4.1 – Announcements

• Lab 6.4.2 – Create a dashboard page

• Lab 6.4.3 – Create a Guided Tour

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.