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