ServiceNow System Administration

Training

Course Synopsis



Training Location
Office LAB AG
Binzstrasse 41
8045 Zrich









A partner of

ServiceNow System Administration
Aspediens March 2012 Page 2/3
Confidential not to be disclosed without consent of Aspediens Ltd.
Objectives
During this 3-day interactive training course you will perform system administration
functions in a dedicated training instance.
You will add users, groups and roles, customize your instance by personalizing lists,
filters and forms, and configure company settings and welcome page content.
Furthermore, you will import users, apply update sets, activate plugins, and build
reports, gauges and homepages.
You will also perform activities to create new ServiceNow elements, including
Workflow, Service Catalog Items, SLAs, Tables, Applications, and Modules. You will
build new UI Policies and UI Actions; learn to implement platform security and record
baseline instance statistics to monitor performance.
Throughout the course, social IT elements will be integrated to demonstrate best
practices and to communicate with other students and training department personnel.
We weave a scenario throughout our course to present real live/ relevant lab
exercises. The 3-day class features lecture and group discussions as well as
extensive hands-on practice and will be reinforced through a wide variety of technical
discussions and a comprehensive case study.

Who Should Attend
This course is targeted for new ServiceNow System Administrators, who are one to
three months into a new deployment.

Prerequisite
The Foundations online learning course http://community.service-now.com/learning-
center 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 (SaaS, Web 2.0 ITIL,
etc.) and practice using ServiceNow fundamental building blocks (applications and
modules, tables, forms, lists, fields and exploration of Incident, Problem, Change and
Service Catalog. 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. 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.


ServiceNow System Administration
Aspediens March 2012 Page 3/3
Confidential not to be disclosed without consent of Aspediens Ltd.
3-Day Course Topic Outline
The ServiceNow System Administration training course addresses the following
modules:
Module 1. Core Configuration
Administer Lists and Forms; Configure Navigation and UI; Mobile
Module 2. User Administration
Configure User Accounts, Groups, and Roles
Module 3. Manage Data with Tables and the CMDB
Use the UI to Administer Tables, Fields and Relationships; Add Configuration
Items to the CMDB
Module 4. Manage Data with Import Sets and Update Sets
Explore Import Sets and Update Sets
Module 5. Process Applications: Knowledge Base and Service Catalog
Work with Two Key ServiceNow Process Applications
Module 6. Workflows
Create Workflow Activities
Module 7. Core Application Administration
Configure Notifications; Explore Upgrade Status; Application Security; and
Create Performance Baselines
Module 8. Service Administration
Create and Modify Reports; Create and Apply SLAs; Perform Instance
Branding and Customization; Use Social IT Capabilities
Case Study
Complete Eight ServiceNow Administration Tasks

Duration & Time
System Administration training is held over 3 days, from 9.00 to 17.30.

Logistics
Each participant shall bring his own laptop equipped with the ability to
connect to Internet via wireless (Wi-Fi).
Language: English
Dress code: casual
Beverages coffee and mineral water will be provided as well as lunch

If the course is held at customer site, Internet access will be required for each
participant.