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: Performance Analytics (PA) essentials

Module 1: Performance Analytics Introduction
• Identify Performance Analytics key functionality, differences from operational reporting, roles, deployment, and key use cases.
• Essential Concepts
• Data Collection

Module 2: Learn the basics of data collection, job configuration, and best practices. Distinguish between daily and historic collection. Discuss data management and retention practices.
• Analytics Hub

Module 3: Learn about performing a detailed analysis and comparison of Indicator data using the Analytics Hub. View indicator data and statistical summaries, use Confidence and Prediction bands, understand Time series aggregations and Breakdowns, create and view Targets, Thresholds, and Comments.
• Analytics Hub Navigation
• Automated Indicators

Module 4: Configure Automated Indicators and Indicator Sources. Practice form-based and assisted Indicator creation using the built-in Indicator creation workflow.
• Automated Indicators
• Automated Breakdowns

Module 5: Configure Breakdowns, Breakdown Sources, and Breakdown Mappings. Manage Breakdowns using the Breakdown matrix and Breakdown Matrix exclusions.
• Automated Breakdowns
• Managing Breakdowns
• Formula and Manual Indicators

Module 6: Learn about Manual indicators and their use cases. Discuss manual breakdowns in the context of manual indicators. Learn about formula indicators and the basics of formula syntax.
• Formula Indicators
• Manual Indicators
• Displaying Actionable Data

Module 7: Discover how to refine Performance Analytics data to make it more meaningful and useful using Targets, Thresholds, Time Series, Trends, Breakdowns, and Elements Filters.
• Targets
• Thresholds
• Element Filters
• Widgets and Dashboards

Module 8: Build dashboards and add widgets to create a role-oriented dashboard. Explore Dashboard Administration, Responsive Canvas, adding Reports to dashboards and using Interactive filters, and In-Form (Context-Sensitive) Analytics.
• Dashboards and Widgets
• Data Filtering