The journey begins with an introduction to the ServiceNow platform, starting with the basics of what ServiceNow is and why it's a crucial tool for IT service management. You'll explore its user interface and learn how to configure key elements like the banner, tables, forms, and more. This section serves as the foundation, ensuring you're comfortable navigating the platform.
Recommended experience
What you'll learn
Identify key components of the ServiceNow platform and its user interface.
Explain the purpose of user roles, groups, and access control within ServiceNow.
Configure and manage ServiceNow instances, users, and groups in real-world scenarios.
Assess the effectiveness of implemented SLAs, ACLs, and reports in managing IT services.
Skills you'll gain
Details to know
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October 2024
5 assignments
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There are 12 modules in this course
In this module, we will introduce the course, providing a roadmap of what to expect. You'll explore the course agenda and understand the learning outcomes, ensuring a clear grasp of the journey from beginner to expert in ServiceNow system administration.
What's included
3 videos1 reading
In this module, we will dive into the basics of ServiceNow, starting with what the platform is and why it is widely adopted across industries. You'll also explore practical use cases that highlight how ServiceNow adds value by streamlining processes and enhancing service delivery.
What's included
3 videos
In this module, we will guide you through setting up your own ServiceNow instance and explore the platform's user interface. You will learn how to configure essential UI elements, including customizing the banner, to enhance your ServiceNow experience. This section concludes with a summary of the core UI features.
What's included
4 videos1 assignment
In this module, we will cover all aspects of application management within ServiceNow. You will learn how to create and manage tables, configure form layouts, and design list views to optimize data organization. Additionally, we’ll introduce application development, including a demo on building a custom application using Application Studio, followed by a review of application settings.
What's included
14 videos
In this module, we will explore user administration in ServiceNow, starting with creating user accounts, groups, and roles. You’ll learn how to assign roles to control access to various applications and modules. Additionally, we’ll cover email notification settings, including creating notifications and defining inbound email actions to streamline communication within the platform.
What's included
10 videos
In this module, we will focus on automating form activities in ServiceNow by introducing key automation tools like business rules and client scripts. You will learn how to create both server-side and client-side scripts, enabling more dynamic and responsive form behavior. Additionally, we’ll cover the creation of script includes to extend and reuse code efficiently.
What's included
7 videos1 assignment
In this module, we will introduce you to SLAs and their role in managing service delivery expectations in ServiceNow. You will explore SLA definitions and learn how to create and configure them to monitor performance metrics and ensure that services meet agreed-upon standards. The module concludes with a summary of SLA management best practices.
What's included
4 videos
In this module, we will explore Access Control Lists (ACLs) and how they are used to manage data security in ServiceNow. You will learn about the components of ACLs, how they are evaluated, and the steps involved in creating and applying ACLs to protect sensitive data and control access within the system.
What's included
4 videos
In this module, we will introduce you to the Service Catalog, a key component of ServiceNow that allows users to request and manage services. You will learn how to create service catalog categories and items, configure variables, and develop workflows to automate service fulfillment. The module concludes with a summary of Service Catalog management best practices.
What's included
5 videos1 assignment
In this module, we will explore how to create and customize reports, dashboards, and widgets in ServiceNow to enhance data visibility and decision-making. You will learn how to build dashboards that present real-time insights and generate custom reports to track performance and outcomes. The module concludes with a summary of best practices for leveraging reports and dashboards effectively.
What's included
4 videos
In this module, we will introduce you to Knowledge Management within ServiceNow, focusing on how to set up and organize a Knowledge Base. You will learn how to create, publish, and retire knowledge articles to ensure your organization's information is accessible and current. This section ends with a summary of Knowledge Base best practices.
What's included
4 videos1 assignment
In this final module, we will provide a comprehensive summary of the course, reviewing the major topics covered, including application management, user administration, workflows, and more. This module ensures you are ready to apply your newly acquired skills in real-world environments and outlines the path forward for further growth in ServiceNow.
What's included
1 video1 assignment
Instructor
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Recommended if you're interested in Cloud Computing
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Frequently asked questions
Yes, you can preview the first video and view the syllabus before you enroll. You must purchase the course to access content not included in the preview.
If you decide to enroll in the course before the session start date, you will have access to all of the lecture videos and readings for the course. You’ll be able to submit assignments once the session starts.
Once you enroll and your session begins, you will have access to all videos and other resources, including reading items and the course discussion forum. You’ll be able to view and submit practice assessments, and complete required graded assignments to earn a grade and a Course Certificate.