ServiceNow Certified System Administrator


ServiceNow Certified System Administrator

The Foundations online learning course has six modules introducing the ServiceNow interface, exploring how to use various features and applications. The course uses role-based scenarios to show the workflow and interactivity of the platform. Industry terminology and practice using ServiceNow fundamental building blocks (applications and modules, tables, forms, lists, fields and exploration of key applications and module. Completing the online prerequisite allows participants to immediately be successful in class since it provides a common vocabulary and standard practical experience with ServiceNow fundamental applications. Other than completing the online Foundations modules, this course does not have any specific technical requirements such as JavaScript, C++ or any other programming language knowledge.

Target Audience

This course is targeted for new ServiceNow System Administrators who are zero to three months into a new deployment.

Course Objectives

This course is designed to cover the fundamentals, giving you the System Administration knowledge and skills you need to get the most out of your ServiceNow deployment.



Course Curriculum

Section 1 : ServiceNow User Interface

  • UI Essentials Lab: Configure Navigation, Search, UI and Branding Options.
  • Configuration Essentials Lab: Manage Lists and Forms and activate plugins.

Section 2 : User Administration

  • Configure User Accounts, Groups, and Roles.

Section 3 : Data Management and Reporting

  • Tables Lab: Create new table, Applications and Modules.
  • Import Sets Lab: Work with Import Sets and Transform Maps.
  • CMDB Lab: Add and Map Cis.
  • Reporting Lab: Configure and run Reports.

Section 4 : Service Automation Platform

  • Knowledge Base Lab: Create and Attach Knowledge Base Article.
  • Service Catalog Lab: Create Service Catalog Items and add variables.
  • Workflows Lab: Work with Workflow Activities and Approvals.
  • SLAs Lab: Define an SLA for Catalog Requests.

Section 5 : Core Application Administration

  • Policies and Interactions Lab: Work with UI Policies, Data Policies, UI Actions, Business Rules and Client Scripts.
  • 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.
  • Notifications Lab: Create a Notification based upon a Business Rule, then configure and send an email notification.

Section 6 : Ongoing Maintenance

  • Update Sets Lab: Create then Retrieve an Update Set.
  • Upgrades and Performance Lab: Confirm Release and Upgrade Status, Edit New Build Notifications, and Review Baseline Statistics.
  • Collaboration Lab: Use Connect to resolve Lost Prototype Incident.

Section 7 : Capstone Project