ServiceNow Admin Training Outline

ServiceNow Admin Training Outline

1. Introduction to ServiceNow

  • What is ServiceNow?
  • ServiceNow architecture
  • Modules and applications overview
  • Navigating the user interface
  • Roles and responsibilities of an Admin

2. Basic Administration

  • Creating users, groups, and roles
  • Understanding tables and records
  • Form and list layout customization
  • Dictionary entries and field types
  • Numbering (auto-number formats)

3. Configuration & Customization

  • UI Policies
  • Data Policies
  • Business Rules
  • Client Scripts
  • UI Actions
  • Script Includes

4. Forms, Lists & Views

  • Configuring form layout
  • Related lists
  • Personalize vs configure
  • List controls and filters

5. Data Management

  • Import Sets
  • Data sources
  • Transform maps
  • Scheduled imports
  • Data Integrity and Clean-up

6. Workflows & Flow Designer

  • Introduction to Workflows
  • Workflow editor
  • Flow Designer basics
  • Triggers and Actions
  • Approvals and notifications

7. Service Catalog & Request Management

  • Catalog items and record producers
  • Variables and variable sets
  • Catalog client scripts and UI policies
  • Workflows for catalog items

8. Incident, Problem, and Change Management

  • ITSM overview
  • Incident lifecycle
  • Problem lifecycle
  • Change types and approval workflows
  • Task relationships and SLAs

9. Reporting & Dashboards

  • Creating reports (bar, pie, list, pivot, etc.)
  • Scheduled reports
  • Dashboards and homepage configuration

10. Roles, ACLs & Security

  • Access Control Rules (ACLs)
  • Role inheritance
  • Table-level and field-level security
  • Scripted ACLs

11. Notifications & Subscriptions

  • Email Notifications
  • Event registry
  • Inbound Email Actions
  • Subscriptions and notification preferences

12. Update Sets & Deployment

  • Update Set basics
  • Capturing and committing changes
  • Moving update sets between instances
  • Conflict resolution

13. Integration Basics

  • REST and SOAP web services
  • Outbound and inbound integrations
  • MID Server overview
  • Importing data via API

14. Performance & Instance Management

  • Instance types (dev, test, prod)
  • System logs and troubleshooting
  • Application scopes
  • Instance upgrade basics
  • System diagnostics tools

15. Best Practices & Admin Tips

  • Naming conventions
  • Script debugging techniques
  • Avoiding heavy customization
  • Instance backup strategy
  • Managing plugins

Bonus: Certification Preparation

  • Overview of ServiceNow CSA (Certified System Administrator) exam
  • Practice questions
  • Tips for passing the exam
  • Resources & documentation
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