ServiceNow: Basic Administration (2020)

Course details

The ServiceNow platform can help IT teams boost customer satisfaction, decrease manual errors, and generally work smarter by leveraging the power of machine learning. Interested in learning how to use ServiceNow to build and manage workflows in your organization? In this course, instructor Shane Chagpar helps you get started by stepping through the fundamentals of administering the popular platform. Shane details how to configure and manage key applications, including the Service Catalog and the Configuration Management Database (CMDB). Plus, he explores how to best approach automation, access control rules, scripting, working with a knowledge base, and more.

Topics include:
- Key UI components of ServiceNow
- Customizing lists and forms
- Configuring notifications
- Setting up metrics and reports
- Protecting data using access control lists
- Knowledge base and content creation
- Best practices for app development

Concepts

0. Introduction

01 - Set your organization up for success
02 - What you need to know

1. User Interface and Navigation

03 - Understanding key UI components
04 - Manage users, groups, and roles
05 - Personalize and customize lists
06 - Create and customize forms

2. Collaboration

07 - Task management with rules and notes
08 - Configure notifications
09 - Metrics and reporting

3. Database Administration

10 - Database structure - Tables and records
11 - Protect data using access control rules
12 - Populate the database using import sets
13 - Configuration management databases

4. Self-Service and Process Automation

14 - Knowledge base and content creation
15 - Maintain and update the Service Catalog
16 - Flow Designer and workflows

5. Scripting and Application Tools

17 - Various script types
18 - Modify configurations using update sets
19 - Best practices for app development

Conclusion

20 - Next steps with ServiceNow