Servicenow Administration: A Comprehensive Guide




What you'll learn
Master the ServiceNow Platform: Gain a deep understanding of ServiceNow's core concepts, architecture, and navigation.
Customize the User Interface: Tailor the ServiceNow interface to your specific needs, including customizing forms, banner, lists, and dashboards.
Manage Users and Groups: Efficiently manage user access, roles, and permissions to secure your ServiceNow instance.
Configure Service Catalog: Create and manage a robust service catalog to empower end-users to self-service IT requests.
Leverage Knowledge Management: Create and maintain a centralized knowledge base to improve problem-solving and knowledge sharing.
Configure Service Level Agreements (SLAs): Set service level expectations and track performance metrics.
Automate Workflows with Business Rules and Scripting: Automate tasks and streamline processes using ServiceNow's scripting capabilities.
Create Reports and Dashboards: Generate insightful reports and dashboards to monitor key performance indicators.
Prepare for ServiceNow Certification: Gain the knowledge and skills required to pass the ServiceNow System Administrator certification exam.
Requirements
No prior technical experience is required to take this course
Basic understanding of IT concepts
Willigness to learn
Whether you're a seasoned IT professional or a beginner, this course will provide you with the knowledge and skills you need to succeed with ServiceNow
Description
ServiceNow Administration: A Comprehensive GuideElevate your IT career and become the ServiceNow expert your organization needs! This course goes beyond theory, focusing on real-world skills that will transform how you manage IT services. With hands-on exercises and live scenarios, you'll gain the knowledge and confidence to tackle everything ServiceNow can do, including:ServiceNow Essentials: Understand the platform inside and out-from setup to customization.Effortless Automation: Automate workflows and form activities to streamline your tasks.Incident Management Excellence: Minimize downtime with advanced incident management techniques.SLA Precision: Define SLAs that truly reflect your organization's service goals.Secure Access with ACLs: Protect data and ensure the right access with targeted ACLs.Empowering Service Catalogs: Enable self-service with a robust, user-friendly Service Catalog.Centralized Knowledge Management: Create a powerful knowledge base that's easy to access and use.Data-Driven Insights: Generate actionable reports and dashboards for strategic decision-making.Key Topics You'll Cover:Introduction to ServiceNow - Explore core ServiceNow concepts, architecture, and platform features. Navigate like a pro, using filters, lists, and related lists to stay organized.Customizing the User Interface - Master UI customization to meet your needs and make ServiceNow work the way you do.Application Management - Gain hands-on skills in creating and managing ServiceNow applications, including application scope, security, and upgrades.User & Group Administration - Manage users, groups, and roles effectively to secure your ServiceNow environment with role-based access control.Advanced Form Activities - Customize forms with tailored fields, validation rules, and client scripts to automate workflows and streamline processes.SLAs - Set up and manage SLAs to ensure timely incident resolution with built-in escalation rules and notifications.ACLs (Access Control Lists) - Understand and implement ACLs to enforce security and control record access with precision.Service Catalog Management - Build a Service Catalog that empowers users to request IT services independently. Configure catalog items, variables, and workflows to automate fulfillment.Knowledge Management - Build a centralized knowledge base to streamline IT support and improve search efficiency.Reporting & Dashboarding - Gain critical insights with custom reports and interactive dashboards, helping you visualize trends and track KPIs for informed decision-making.Why Wait? Unlock the Full Potential of ServiceNow Today!Don't miss out on a course designed to elevate your skills and optimize your organization's service management. Enroll now and become a ServiceNow expert ready to make a difference!
Overview
Section 1: Introduction
Lecture 1 Course Introduction
Lecture 2 Agenda
Lecture 3 Learning Outcome
Section 2: Introduction to ServiceNow
Lecture 4 What is ServiceNow?
Lecture 5 Why ServiceNow?
Lecture 6 Use Case
Section 3: ServiceNow User Interface
Lecture 7 User interface Intro
Lecture 8 Get your ServiceNow PDI
Lecture 9 Exploring the User Interface
Lecture 10 Configuring the Banner
Lecture 11 Summary
Section 4: Application Management
Lecture 12 Application Management - Intro
Lecture 13 About Tables
Lecture 14 Creating a Table
Lecture 15 About Forms
Lecture 16 Configuring Forms Design
Lecture 17 Configuring Form Layout
Lecture 18 Configuring forms with Form Builder
Lecture 19 Configuring Related Lists and Views
Lecture 20 About Lists
Lecture 21 Editing the Lists View
Lecture 22 Working with Filters
Lecture 23 About Application Development
Lecture 24 Creating a Custom Application using Application Studio
Lecture 25 Application Settings
Lecture 26 Summary
Section 5: Managing Users and Groups
Lecture 27 Managing Users and Groups - Intro
Lecture 28 Creating a User account
Lecture 29 Creating a Group
Lecture 30 Creating a Role
Lecture 31 Assigning a Role to the Group
Lecture 32 Assigning a Role to an Application and its Modules
Lecture 33 About email notifications
Lecture 34 Creating an email notification
Lecture 35 Defining an Inbound action
Lecture 36 Summary
Section 6: Form Activities
Lecture 37 Form Acitivities Automation Intro
Lecture 38 About Business Rules
Lecture 39 Creating a Business Rule
Lecture 40 About Client Scripts and Script Include
Lecture 41 Creating a Client Script
Lecture 42 Creating a Script Include
Lecture 43 Summary
Section 7: SLA - Service Level Agreement
Lecture 44 SLA Intro
Lecture 45 SLA Definitions
Lecture 46 SLA Definitions - Demo
Lecture 47 Summary
Section 8: ACLs - Access Control Lists
Lecture 48 Introcution to ACL
Lecture 49 Components of ACL and Evaluation Process
Lecture 50 Creating an ACL
Lecture 51 Summary
Section 9: Service Catalog
Lecture 52 Introduction to the Service Catalog
Lecture 53 Exploring Workflows
Lecture 54 Creating a Service Catalog Category
Lecture 55 Creating Service Catalog Items and Variables
Lecture 56 Summary
Section 10: Reports, Dashboards and Widgets
Lecture 57 Reporting Dashboards and Widgets - Intro
Lecture 58 Creating a Dashboards
Lecture 59 Creating a Custom Report
Lecture 60 Summary
Section 11: Knowledge Management
Lecture 61 Knowledge Management Intro
Lecture 62 Creating a Knowledge Base
Lecture 63 Creating and Retiring a Knowledge Article
Lecture 64 Summary
Section 12: Course Summary
Lecture 65 Summary
IT professionals looking to enhance their skills and advance their careers,ServiceNow administrators who want to deepen their knowledge and expertise,IT professionals new to ServiceNow who want to quickly get up to speed


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