Why take this course
Dreaming of a career in the rapidly growing IT industry? If you want to learn the Now Platform from the ground up and gain practical skills to manage this technology, this course is for you. You’ll learn how to navigate the platform, manage users, and work with key modules like ITSM. This will prepare you for the Certified System Administrator exam, and the best participants may even get a chance for an internship at a ServiceNow Competence Center.
What you’ll learn
- Understand what the Now Platform is and how it’s used.
- Learn the basics of ITIL and how the Now Platform implements its solutions.
- Master user, role, and group management, as well as the fundamentals of security.
- Become proficient in working with key ITSM modules (Incident, Request, Change).
- Learn how the Service Catalog, Knowledge Base, Flow, and Workflow work.
- Learn to configure notifications and manage the user interface.
- Gain knowledge in reporting, automation, and system settings.
Certification & Exam
This course fully prepares you to pass the Certified System Administrator exam from ServiceNow. After completion, you will be ready to take the exam and obtain certification.
Who is this course for
This course is for both beginners who have no prior experience with cloud applications and for existing Now Platform administrators who want to solidify or expand their knowledge.
Training schedule
Day 1
- What is the Now Platform?
- Who is the Now Platform for and how is it used?
- What are the benefits, disadvantages, and challenges of cloud vs. on-premise solutions?
- Your own developer instance.
- What is ITIL and how does the Now Platform implement its principles?
- What are modules and applications in the Now Platform?
- Efficient navigation of the platform.
- Types of interfaces on the platform.
- Group work (LAB).
Day 2
- What are Forms, Lists, and Views?
- How to use the Query Builder?
- What are Related Lists?
- What are UI Actions?
- How does the Now Platform use databases?
- What are groups, roles, and user accounts?
- What is ACL?
- Best practices for managing roles, groups, and users.
- What is a Mid Server?
- An overview of Active Directory integration for user management.
- Group work (LAB).
Day 3
- What is ITSM?
- What role does Incident play in the Now Platform?
- What are SLA and OLA, and how are they used in the Now Platform?
- What is Change and how do you manage it?
- Requests and Requested Items as a way to document orders.
- The role of the Service Catalog in the Now Platform.
- Knowledge Base and articles—the simplest way to solve a user’s problem.
- Knowledge Management as a way to control content.
- How do User Criteria help with further security control?
- Group work (LAB).
Day 4
- What are Flows and Workflows, and how do they differ?
- How to use Flow Designer?
- Details of Flow mechanics.
- Notifications in the Now Platform.
- Email notifications, templates, and layouts.
- SMS notifications.
- Push notifications.
- Group work (LAB).
Day 5
- How does the Service Desk receive tickets?
- Basics of Virtual Agent.
- What is a Workspace?
- How to control the user interface.
- View Rules.
- UI Policies and Client Scripts.
- How to interfere with database content.
- Business Rules and Data Policies.
- Fix scripts and Scheduled Jobs.
- Reporting in the Now Platform.
- Dashboards and Homepages.
- Group work (LAB).
Day 6
- System Properties as the basis of system settings.
- Update set management and best practices.
- The Now Platform technology stack and how to continue your development.
- Exam preparation.