Become a ServiceNow Administrator

TRAINING OBJECTIVE

Preparing the trainee to work as a ServiceNow Administrator. The training enables participants to master Now Platform service management skills. Thanks to the training, the trainees will learn the tools used by administrators in their daily work. Those who pass the final exam conducted by Sii will have the opportunity to continue learning and gain experience during a 3-month internship in Sii.

RECIPIENTS

The ‘Become a ServiceNow Administrator’ training is addressed both to beginners with no pervious experience with cloud applications, as well as to people who already work as Now Platform administrators and want to solidify or expand their knowledge of the platform administration.

TRAINING OUTCOME

The trainees will possess theoretical and practical knowledge of Now Platform services administration such as:

• What Now Platform is
• For whom Now Platform was created and how to use it
• Comparison of ways to host applications in the cloud and on-premise
• What ITIL is and how Now Platform implements its solutions
• What modules and applications in Now Platform are
• Efficient navigation on the platform
• Types of interfaces on the platform
• What ‘Form’, ‘List’ and ‘View’ are
• How Now Platform uses databases
• Security basics in Now Platform
• Managing users, roles and groups
• ITSM basics (Incident, Request and Change)
• Service catalog, and Flow and Workflow knowledge bases
• Notifications in Now Platform
• Virtual AgentWorkspaces basics
• Interface control
• Database control
• System settings
• Update set management

SII – WHY CHOOSE THE TRAINING WITH US?

• those who pass the exam will have the opportunity to continue learning during a 3-month internship in Sii
• the training program fully prepares you to get qualifications as a ServiceNow Administrator and helps to pass the Certified System Administrator exam from ServiceNow
• work on case studies using Now Platform
• course strongly focused on practice
• qualified training staff: the trainers are people who work as Now Platform Administrators, and Architects who are able to share their practical knowledge and broad experience
• Sii brand – a reliable, experienced and recognizable training provider and employer on the market

SCOPE

Day 1

• What is Now Platform?
• For whom Now Platform was created and how to use it
• What is meant by ‘cloud’ and ‘on-premise’ and what advantages, disadvantages and problems each approach has
• Personal developer instance
• What ITIL is and how Now Platform implements its objectives
• What modules and applications in Now Platform are
• Efficient navigation on the platform
• Types of interfaces on the platform
• Groupwork (LAB)

Day 2

• What are ‘Form’, ‘List’ and ‘View’?
• How to use Query Builder?
• What are Related Lists?
• What are UI Actions?
• How does Now Platform use databases?
• What are ‘group’, ‘role’ and ‘user account’?
• What is ACL?
• Best practices related to managing roles, groups and users
• What is Mid Server?
• A cross-sectional description of Active Directory integration as a way to manage users
• Groupwork (LAB)

Day 3

• What is ITSM?
• What the role of Incident in Now Platform is
• What are SLA and OLA, and how were these objects used in Now Platform?
• What is Change and how to manage it?
• ‘Requests’ and ‘Requested Items’ as a way of documenting orders
• The role of Service Catalog in Now Platform
• Knowledge Base and articles – a way of solving the user problem in the easiest way
• Knowledge Management as a way of controlling the content
• How do User Criteria help in further security control?
• Groupwork (LAB)

Day 4

• What are ‘Flow’ and ‘Workflow’, and how do they differ?
• How to use Flow Designer?
• Flow mechanics details
• Notifications in Now Platform
• Mailbox
• Email notifications, templates and layouts
• SMS box
• Push notifications
• Groupwork (LAB)

Day 5

• How does Service Desk receive requests?
• Basics of Virtual Agent
• What is Workspace?
• How to control the user interface?
• View Rules
• UI Policies and Client Scripts
• How to interfere with the content of the database?
• Business rules and Data Policies
• Fix scripts and Scheduled Jobs
• Reporting in Now Platform
• Dashboards and Homepages
• Groupwork (LAB)

Day 6

• System Properties as the basis of system settings
• Update set management and the best practices
• Now Platform technology stack and how to develop further
• Exam preparation