ServiceNow Administration Fundamentals (SNAF)

Module 1: User Interface & Navigation
• 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

Module 2: Collaboration
• 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

Module 3: Database Administration
• 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

Module 4: Self-Service & Process Automation
• 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

Module 5: Introduction to Development
• 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

ServiceNow Scripting in ServiceNow Fundamentals

Module 1: Scripting Overview
• Using the Syntax Editor
• Syntax Checking
• Explore Scripting Resources

Module 2: Client Scripts
• Two Simple Client Scripts
• g_form and g_user
• Debugging Client Scripts

Module 3: UI Policies
• Incident State Resolve/Closed

Module 4: Catalog Client Scripts & Catalog UI Policies
• Control Variable Choices Catalog Client Script
• Control Out of State Shipping Catalog UI Policy

Module 5: Business Rules
• Debugging Business Rules
• Current and Previous
• Display Business Rules and Dot-walking

Module 6: GlideSystem
• Setting the CAB Date
• Re-open Problem Date Validation

Module 7: GlideRecord
• Two GlideRecord Queries
• RCA Attached: Problem and Child Incidents addEncodedQuery()
• Explore GlideQuery
• Script Includes
• Classless Script Include (logPropertyValues)
• Classless Script Include (hasRoleExactly)

Module 8: Script Includes (continued)
• Create a New Class
• HelloWorld GlideAjax
• Number of Group Members
• JSON Object

Module 9: UI Actions
• Client-Side UI Actions
• Server-Side UI Actions
• Client and Server-Side UI Actions

Module 11: Scripting with Flow Designer
• Build a Flow
• Trigger a Subflow
• Add a Script to a Flow

ServiceNow: Application Development Fundamentals

Module 1: Application Development Overview
Objectives: Define application creation; determine if an application is a good technical fit with the platform; discuss customer application success examples, list the skills needed to successfully develop applications in ServiceNow; provide a high-level overview of the application to be built during class.

Module 2: Analysis and Design
• Discuss application design key points
• Examine the Application Development Checklist
• Discuss design considerations
• Determine application platform(s)
• Design database schema.

Module 3: Creating an Application and Modules
• Use Guided Application Creator and Studio to develop applications
• Link an application to a Git repository
• Create application files
• Explore table schema and existing business logic.

Module 4: Creating and Configuring Application Forms
• Create and modify tables
• Design and create forms
• Create views
• Write, test, and debug client-side and server-side scripts
• Update the GitLab repository
• Publish and install an Application.

Module 5: Controlling Access
• Control user access to applications, menus, modules, records, and fields
• Control script and web service access to application records
• Control ability to create applications
• Use fix scripts to migrate artifacts that are not part of an application record.

Module 6: Automating an Application
• Use Flow Designer to automate processes
• Use a scheduled script execution to send email
• Generate events for overdue records
• Create application properties.

Module 7: Importing and Integrating
• Import records from an Excel file
• Use Web Services to integration to an external data source
• Use Web Services to integrate to a ServiceNow instance.

Module 8: Service Catalog
• Improve user interaction with application
• Create a friendly interface for interacting with an application
• Configure the Service Catalog
• Write, test, and debug Service Catalog client-side and server-side scripts.

Module 9: Testing
• Review Software Testing Life Cycle
• Explore different testing options.