ServiceNow Fundamentals


Duration Three Days


ServiceNow Fundamentals

ServiceNow Fundamentals is designed for users with various organizational roles who are expected to work within the NOW Platform®. During this three‑day interactive training course, attendees will learn about the NOW Platform® User Interface, gain a basic knowledge of the database schema, understand uses for commonly accessed applications, and be introduced to advanced features and functionality, such as scripting and application development.

 Specifically, attendees will learn to:

  • Application navigation and user interfaces like lists and forms 
  • The importance of branding, as well as how to apply it to the platform 
  • Users, groups, and roles 
  • Task management using assignment rules, presence, and work notes 
  • Notifications and chat
  • Running basic reports, as well as the benefits of metrics and dashboards
  • The database structure: tables, records, and fields
  • Protecting ServiceNow instance data using Access Control rules
  • Populating the database using import sets
  • The structure of a configuration management database (CMDB) and associated configuration items
  • Two key ServiceNow self‑service applications: Knowledge Base and Service Catalog 
  • Using Flows and Workflows for process automation
  • Various script types used throughout the platform 
  • Capturing and moving configurations between instances, using update sets
  • Some of the major tools and features related to application development

The class features lecture and group discussions, as well as extensive hands‑on practice delivered in a wide variety of labs complete with user stories.

Who Should Attend

This course is designed for all users; those experienced with ServiceNow or brand new to the platform and looking to learn about the fundamental platform features.




Following this course, ServiceNow recommends that attendees have at least two to three months of hands‑on experience with ServiceNow before attempting the Certification Exam.

Further details regarding this exam, including an exam blueprint, can be found on the ServiceNow Certified System Administrator page. Successful candidates will be awarded a “ServiceNow Certified System Administrator” certificate.

Topic Outline

Module 1 ServiceNow User Interface

Objectives: Configure Navigation, UI, Search and Branding options, Manage Lists and Forms, learn about plugins, the ServiceNow Mobile Platform, and Connect collaboration tools.

  1. UI Essentials Lab: Configure Navigation, Search, UI and Branding Options.
  2. Configuration Essentials Lab: Manage Lists and Forms and activate plugins.

Module 2 User Administration

Objectives: Configure User Accounts, Groups, and Roles. User Administration Lab: Add Users, add new Group automatically associated with New User Record, Assign Roles to a Group, Add Users to new Groups, Create and test New Assignment Rule.

Module 3 Data Management and Reporting

Objectives: Work with Tables, Import data, add Configuration Items (Cis) to the CMDB, and Reporting tools.

  1. Tables Lab: Create new table, Applications and Modules.
  2. Import Sets Lab: Work with Import Sets and Transform Maps.
  3. CMDB Lab: Add and Map Cis.
  4. Reporting Lab: Configure and run Reports.

Module 4 Service Automation Platform

Objectives: Work with key ServiceNow Platforms Applications: Knowledge Base, Service Catalog, Workflows, and SLAs.

  1. Knowledge Base Lab: Create and Attach Knowledge Base Article.
  2. Service Catalog Lab: Create Service Catalog Items and add variables.
  3. Workflows Lab: Work with Workflow Activities and Approvals.
  4. SLAs Lab: Define an SLA for Catalog Requests.

Module 5 Core Application Administration

Objectives: Work with UI Policies, Data Policies, UI Actions, Business Rules and Client Scripts, Configure Application Security, Work with Notifications.

  1. Policies and Interactions Lab: Work with UI Policies, Data Policies, UI Actions, Business Rules and Client Scripts.
  2. Application Security Lab: Provide Application and Module Access for a specified role, create an Access Control Rule to allow record Read Access, Create an Access Control Rule to restrict column Read Access.
  3. Notifications Lab: Create a Notification based upon a Business Rule, then configure and send an email notification.

Module 6 Ongoing Maintenance

Objectives: Create and Apply Update Sets, learn about Upgrades and Performance, and use the Collaboration Capabilities.

  1. Update Sets Lab: Create then Retrieve an Update Set.
  2. Upgrades and Performance Lab: Confirm Release and Upgrade Status, Edit New Build Notifications, and Review Baseline Statistics.
  3. Collaboration Lab: Use Connect to resolve Lost Prototype Incident.

Module 7 Capstone Project

The Capstone Project has 8 task categories to guide to your deployment.





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