ServiceNow Fundamentals

This course is designed for all Customer and Partner users, and ServiceNow Employees in technical roles such as Technical Consultant, Architect, and System Administrator, who are expected to work within the ServiceNow platform.

During ServiceNow Fundamentals, participants learn about many topics and interact with various applications by navigating the platform and applying their newly acquired knowledge. ServiceNow Fundamentals is a three-day course taught both as Instructor-Led Training (ILT) and Virtual Instructor-Led Training (VILT). Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience. Exercises are performed in a personal dedicated training instance.

Several instructor-led group activities such as knowledge checks, concept reviews, and open discussions are embedded throughout the course flow. Participants are able to validate their newly acquired knowledge as well as benefit from real life business scenarios shared by fellow students.

Module 1: User Interface & Navigation

Objectives of Module 1:

Demonstrate how to navigate to applications and modules in ServiceNow using the Application and Filter Navigators

• Create views and filters for a table list
• Update records using inline editing
• Configure a form view using Form Layout and Form Designer
• Describe how to create and update records in a form view
• Understand how to modify the colors in an instance for the logged-in user as well as for users in the instance

Labs of Module 1:

Lab 1.1 – Navigate the platform utilizing the Application Navigator
Lab 1.2 – Configure a list view and create a shareable list filter
Lab 1.3 – Configure a form view and update records
Lab 1.4 – Use the Basic Configuration UI16 module to apply branding to the platform

Module 2: Collaboration

Objectives of Module 2:

• Explain how to access the service portal for the instance
• Understand how to submit an incident through the service portal
• Discuss when the My Work and My Groups Work modules should be used
• Demonstrate how to use work notes, additional comments, and connect chat to collaborate on a task
• Describe the differences between events and notifications
• Create a reporter by modifying an existing report using the Report Designer
• Share a report with a group

Labs of Module 2:

Lab 2.1 – Practice group task management by using form work notes and chat
Lab 2.2 – Create, test, and verify a notification
Lab 2.3 – Create a simple report and share it with a group of users

Module 3: Database Administration

Objectives of Module 3:

• Explain the hierarchy of tables, records, and fields
• Differentiate the classes of tables in ServiceNow
• Identify different field types in a record
• Demonstrate how to create access control rules
• Discuss how access controls are evaluated
• Explain how to use import sets to populate data in a table
• Describe the purpose of the CMDB
• Create a new CI class in the CMDB along with relationships to other CIs

Labs of Module 3:

Lab 3.1 – Create a new table with accompanying lists and forms
Lab 3.2 – Practice restricting access to data by defining security controls
Lab 3.3 – Populate a table with data records using Import Sets
Lab 3.4 – Establish relationships in the configuration management database

Module 4: Self-Service & Process Automation

Objectives of Module 4:

• Create a Knowledge Base article by importing a Word document
• Explain how to locate and approve knowledge base articles
• Define, apply, and test user criteria on the knowledge base
• Demonstrate how to create a catalog item with variables
• Use the Try It functionality to test catalog item ordering
• Create a Flow Designer Flow and associate it with a service catalog item
• Test the flow by ordering a catalog item

Labs of Module 4:

Lab 4.1 – Import knowledge content and practice publishing an article
Lab 4.2 – Create a catalog item
Lab 4.3 – Create a Flow and associate it to the catalog request process, then test it

Module 5: Introduction to Development

Objectives of Module 5:

• Demonstrate how to create a UI Policy and UI Policy Action to make a field read-only, mandatory, or visible
• Explain how a business rule can be used to display messages to the user
• Understand which changes are captured in Update Sets
• Create an update set to capture form changes
• Outline the process of completing and exporting an update set
• Identify the steps to retrieve, preview, and commit an update set

Labs of Module 5:

Lab 5.1 – Practice implementing various script types
Lab 5.2 – Work with update sets to capture configuration changes
Lab 5.3 – Register a developer instance and work with Update Sets

Module 6: Capstone Project

Objectives of Module 6:

• Reinforce various topics presented in ServiceNow Fundamentals