ServiceNow Certified System
Administration Training
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ServiceNow Description:
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ServiceNow is a cloud-based platform that provides a wide range of IT service management (ITSM) and business process automation solutions. It is designed to streamline and automate work flows within organizations, enabling them to improve efficiency, productivity, and customer satisfaction.
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ServiceNow offers a comprehensive suite of applications and modules that cover various aspects of ITSM and beyond.
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Key Topics Covered:
1. IT Service Management (ITSM): ServiceNow helps organizations manage and automate their IT service delivery processes,
such as incident management, problem management, change management, asset management, and service catalog.
2. IT Operations Management (ITOM): This module focuses on managing the infrastructure and operations of IT systems.
It includes features like event management, discovery and mapping of IT assets, service mapping, and operational
intelligence.
3. IT Business Management (ITBM): ITBM provides tools for project portfolio management, demand management, resource
management, and financial management related to IT projects and services.
4. Security Operations: ServiceNow offers capabilities to manage security incidents, vulnerability response, threat intelligence,
and security operations automation.
5. HR Service Delivery: This module facilitates human resources (HR) processes, including employee onboarding, offboarding,
case management, employee self-service, and HR document management.
6. Customer Service Management (CSM): ServiceNow CSM enables organizations to manage customer service operations,
including case management, knowledge base, customer self-service, and omnichannel customer support.
7. ServiceNow Platform: The platform provides a range of development and customization tools, allowing organizations to build
custom applications, workflows, and integrations to extend the functionality of ServiceNow.
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ServiceNow 's strength lies in its ability to connect various departments and processes within an organization, fostering collaboration and providing a unified view of operations. It offers features like automation, workflow management, service portals, reporting, and analytics to enhance productivity and decision-making.
Overall, ServiceNow is widely adopted across industries and organizations of all sizes to improve IT service management, streamline business processes, and deliver better experiences to both internal and external stakeholders.
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Course Overview:
The ServiceNow Certified System Administration Training course is designed to provide participants with the knowledge and skills required to effectively administer and configure the ServiceNow platform. This comprehensive training program will cover key topics such as system setup, user administration, data management, reporting, and process automation. Participants will gain hands-on experience and practical insights to prepare for the ServiceNow Certified System Administrator exam.
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Course Outline:
Introduction to ServiceNow
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Introduction to ServiceNow
a. Overview of ServiceNow as an IT Service Management
(ITSM) platform.
b. Key features and benefits of ServiceNow
ServiceNow Architecture and Components
a. Understanding the underlying architecture and
database structure.
b. Exploring the different components and modules
in ServiceNow.
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Navigating the ServiceNow Interface
a. User interface elements and navigation techniques.
b. Personalizing the interface based on user preferences.
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User Administration and Security
a. Creating and managing user accounts.
b. Defining roles, groups, and access controls.
c. Implementing security best practices.
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ServiceNow Configuration and Customization
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ServiceNow Instance Setup
a. Instance provisioning and configuration.
b. System properties and settings customization.
c. Introduction to update sets for managing
configuration changes.
Data Management and Importing
a. Data sources and methods for importing data.
b. Configuring data sources and data import sets.
c. Performing data transformations and data loading.
Configuration Management Database (CMDB)
a. Overview of CMDB and its importance.
b. Creating and managing Configuration Items (CIs).
c. Establishing relationships and dependencies between CIs.
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ServiceNow Forms and Fields
a. Creating and customizing forms.
b. Configuring field types and form layouts.
c. Implementing form validation and business rules.
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ServiceNow Process Automation
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Workflow and Process Automation
a. Understanding workflows and their components.
b. Designing and implementing workflows.
c. Using approvals and notifications within workflows.
Service Catalog and Request Management
a. Creating and managing service catalog items.
b. Configuring workflows for service requests.
c. Automating fulfillment and tracking of requests.
Incident Management
a. Setting up and configuring incident management.
b. Managing incident lifecycle and resolution.
c. Implementing SLAs and escalation policies for incidents.
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Problem and Change Management
a. Configuring problem management processes.
b. Handling problem investigations and root cause analysis.
c. Change management process and change requests.
ServiceNow Reporting and Performance Analytics
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Introduction to ServiceNow Reporting
a. Overview of reporting capabilities in ServiceNow .
b. Creating and customizing reports and dashboards.
c. Sharing and scheduling reports.
Performance Analytics and Key Performance Indicators (KPIs)
a. Configuring Performance Analytics in ServiceNow .
b. Designing and creating KPIs and scorecards.
c. Analyzing and interpreting performance data.
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Service Level Management and SLA Monitoring
a. Defining and managing service level agreements (SLAs).
b. Monitoring SLA performance and generating reports.
c. Escalating SLA breaches and resolving issues.
ServiceNow Mobile Application
a. Overview of the ServiceNow mobile application.
b. Configuring mobile interfaces and features.
c. Accessing and managing ServiceNow on mobile devices.
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ServiceNow Exam Preparation
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Exam Overview and Study Strategies
a. Understanding the ServiceNow Certified System
Administrator exam.
b. Exam format, objectives, and study resources.
c. Test-taking strategies and time management tips.
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Practice Exam and Review
a. Reviewing key concepts and exam topics.
b. Practice exam questions and simulations.
c. Addressing exam-related doubts and clarifications.
Note:
This course outline is a general guide and covers the key topics required for ServiceNow Certified System Administration. It can be customized based on specific training requirements or the latest updates in the ServiceNow platform.
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