ServiceNow Administration Fundamentals (SNAF) is the starting point for system administrators to begin their ServiceNow journey into the realm of administering the ServiceNow platform. Extensive and interactive lessons and hands-on labs guide learners through the core concepts needed to establish and build upon common system administration concepts and skills.

• Explain the ServiceNow Platform
• Gain functional awareness of applications including ITSM, Service Operations Workspace, and Employee Center
• Explore the power of the ServiceNow Platform
• Configure applications for business
• Configure Self Service
• Enable productivity
• Monitor an instance
• Manage data
• Package enhancements for testing

Module 1: ServiceNow – The Modernized Work Experience

• Locate and download class resources, including additional practice content for self-study
• Review the overall class scenario
• Explain the ServiceNow Platform
• Gain functional awareness of applications including ITSM, Service Operations Workspace, and Employee Center

Activities and Labs: 

• Lab 1.1.1: Download Course Resources
  Lab 1.2.1: Grant and Verify Access to Applications
  Lab 1.3.1: Create Incidents Using Classic Lists and Forms
  Lab 1.3.2: Work Incidents Using Service Operations Workspace
  Lab 1.3.3: Create Incident Status Using the Employee Center Portal

Module 2: Explore the Power of the ServiceNow Platform

• Explain the value of a baseline implementation
• Define a ServiceNow instance
• Augment the platform by configuring an instance
  to reflect a company image and labeling instance tabs
• Install applications and plugins

Activities and Labs: 

• Lab 2.1.1: Configure an Instance

Module 3: Configure Applications for Business

• Configure lists and forms in the core environment
  to meet specific audience needs
• Evaluate the similarities and differences between
  the core environment and the Service Operations Workspaces
• Create and configure an application and module

Activities and Labs: 

• Lab 3.1: Create List Views
• Lab 3.2: Add a Field to a Form
• Lab 3.3: Add Category and Reference Values

Module 4: Manage Data

• Evaluate requested enhancements including, new applications, and application customization
• Exhibit a working knowledge of the ServiceNow database architecture and database administration concepts
• Utilize schema maps
• Establish appropriate table and field access controls
• Create import sets
• Utilize transform maps
• Explain the core functionality of the CMDB
• Utilize the CI Class Manager to examine the hierarchy of CMDB tables and attributes (all, derived, added) of a given class
• Exhibit awareness of the Common Services
  Data Model (CSDM)
• Explain Discovery and Service Mapping

Labs and activities: 

• Lab 4.1.1: Create Table for HHD Configuration Records
• Lab 4.2.1: Create Access Controls
• Lab 4.3.1: Import HHD Hardware Data
• Lab 4.4.1: Explore CMDB and CI Relationships

Module 5: Configure Self Service

• Understand where to configure Self-Service offerings, including portals, knowledge, service catalog, and Virtual
  Agent
• Create a knowledge base article by importing a document
• Approve articles for publishing
• Define, apply, and test user criteria on the knowledge base
• Create a Service Catalog Item using Catalog Builder
• Utilize Workflow Studio to leverage existing flows and create new flows

Activities and Labs: 

• Lab 5.1.1:Manage Knowledge Base and Create Articles
• Lab 5.2.1: Create a Catalog Item
• Lab 5.3.1: Create a Workflow Studio flow

Module 6: Enable Productivity

• Provide support to Fulfillers and Agents
• Assist users in generating charts from various sources
• Add a visualization to a dashboard
• Establish appropriate table and field access controls
• Demonstrate a basic understanding of platform analytics
• Create notifications
• Identify productivity tools

Activities and Labs: 

• Lab 6.1.1: Create visualizations and dashboards
• Lab 6.2.1: Configure Notifications

Module 7: Package Enhancements for Testing

• Assess when to use scripting, UI policies, and business rules
• Prepare update sets and migrate changes
• Exhibit awareness of Automated Test Framework and testing resources
• Demonstrate awareness of developer tools, concepts, and testing resources

Activities and Labs: 

• Lab 7.1.1: Create a UI Policy and Business Rules
• Lab 7.2.1: Create System Update Sets
• Lab 7.3.1: Migrate Changes

Module 8: Securing a ServiceNow Instance

• View Security Center Overview Dashboard
• Change a Hardening setting
• Modify a selection in Best Practices

Activities and Labs: 

• Lab 8.2.1: Exploring Security Center

Module 9: Capstone Project

• Practice concepts learned in the ServiceNow Administration Fundamentals Course
• Continue your professional development with Additional Practice content and exercises

Activities and Labs: 

Lab 9.1.1: Capstone Project Challenge Format

This course is designed to be the introduction-to-intermediate point for those performing ServiceNow system administration responsibilities within an organization.

The certification associated with this course is the Certified System Administrator (CSA)