ServiceNow System Administration

ServiceNow, Inc. (Service-now in 2011) is an American cloud computing company with its headquarters in Santa Clara, California. It was founded in 2004 by Fred Luddy, the previous CTO of software companies Peregrine Systems and Remedy Corporation. ServiceNow is listed on the New York Stock Exchange and is a constituent of the Russell 1000

Instructed by: . in:

COURSE DESCRIPTION

Module 1 Core Configuration

Objectives:    Configure  Navigation,  Search  and  UI  options,  manage  Lists,  Forms  and  Filters,  Work  with  UI   Policies,  Data  Policies,  UI  Actions,  Business  Rules  and  Client  Scripts,  Use  the  Mobile  Platform  and   activate  Plugins.

1. Configuration  Essentials  Lab :  Enable  new  UI  then  create  Bookmarks;  personalize   Lists  and  Forms  (with  Challenge  Component);  Create  and  apply  Filters
2. Core  Configuration  Lab : Create  and  modify  UI  Policies,  UI  Policy  Actions,  Data   Policies  and  UI  Actions;  Create  a  Business  Rule;  Create  a  Client  Script
3. Mobile  Lab :  Download  IOS Simulator  (Mac)  or  Android  Simulator  (Windows)  then   create  a  new  Lost  Prototype  Incident
  4. Plugins  Lab:  Activate  the  Syntax  Editor  Plugin,  Personalize  the  System  Plugins  List   View  to  display  the  “Has  Demo  Data”  column  and  the  LiveFeed  Document  Plugin 

Module 2 User  Administration

Objectives:   Configure  User  Accounts,  Groups,  and  Roles

User  Administration  Lab :  Add  Users,  Add  new  Group  Automatically  Associated  with   New  User  Record,  Assign  Roles  to  a  Group,  Add  Users  to  new  Groups, Create  and  test  New  Assignment  Rule

Module 3 Manage  Data  with  Tables  and  the  CMDB

Objectives : Add  new  Tables,  Applications  and  Modules  and  add  Configuration  Items  (Cis)  to  the  CMDB.

Tables  Lab : Create  and  Extend  Tables,  Add  Dictionary  Override .
 CMDB  Lab : Add  and  Map  CIs,  Analyze  Problems  Using  BSM  Map

Module 4  Manage  Data  with  Import  Sets  and  Update  Sets

Objectives : Create  Import  Sets  and  Transform  Maps,  and  create  and  apply  Update  Sets

Import  Sets  Lab :  Work  with  Import  Sets  and  Transform  Maps
Update  Sets  Lab :  Create  then  Retrieve  an  Update  Set.

Module 5  Process  Applications

Objectives : Create  Import  Sets  and  Transform  Maps,  and  create  and  apply  Update  Sets

Knowledge  Base  Lab :  Create  and  Attach  Knowledge  Base  Articles,  View  and  Edit   Knowledge  Navigation  Add-­‐ons
Service  Catalog  Lab : Create  Service  Catalog  Items,  Add  Variables  to  Catalog  Items,   Add  a  Variable  Set  to  a  Catalog  Item,  Create  a  Service  Catalog  Order  Guide

Module 6 Workflows

Objectives : Workflow  Activities,  Approvals  and  Administration.

Workflows  Lab : Create  New  Workflow and  Approvals  for  an  iPhone  4S.

Module 7  Core  Application  Administration

Objectives : Configure  Alerts  and  Notifications,  View  Upgrade  History  and  Status,  Control  System  Access  and   Data  Security,  and  create  Baseline  Performance  Metrics

Notifications  Lab : Observe  a  Business  Rule  and  Registry  associated  with  a  P1  Change   Event,  Create  a  Notification  based  upon  a  Business  Rule,  Configure  and  send  an   email  notification,  Create  an  SMS  a  notification
Upgrades Lab :  Confirm  Release  and  Upgrade  Status,  Edit  New  Build  Notifications.
 Application  Security  Lab:  Provide  Application  and  Module  Access  for  a  specified   role,  Create  an  Access  Control  Rule  to  allow  record  Read  Access,  Create  an  Access   Control  Rule to  restrict  column  Read  Access.
Performance  Baselines  Lab  :  Establish  Baseline  Statistics

Module 8  Service  Administration

Objectives : Run  Reports,  Configure  SLAs,  Perform  Instance  Branding  and  Customization,  and  Work  with   Social  IT

Reports  Lab : Run  Reports  and  work  with  Gauges  and  Homepages.
SLAs  Lab :  Define  an  SLA  for  iPhone  4S  Catalog  Requests.
Customization  Lab :  Customize  Your  Instance:  Change  banner  color,  Modify  instance   name,  Add  a  branding  logo.
Social  IT  Lab :  Chat  with  a  partner;  one  taking  ITIL role,  the  other  taking  the  System   Administrator  role,  Configure  Live  Feed  to  Automatically  Post  High  Priority  Incidents.

Module 9  Case  Study

The  Case  Study  has  been  divided  into  8 task  categories  to  guide  to  your  deployment:

  • Adding Users, Groups and Roles
  • Customizing your Instances
  • Importing Users
  • Scheduling Reports
  • Adding Knowledge Based Articles
  • Personalizing HomePages
  • Configuring Security
  • Display External Images

Curriculum

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ServiceNow System Administration

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