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 – Service Portal Fundamentals:

Module 1: Service Portal Review
This module covers the foundations of Service Portals in ServiceNow.
Objectives:
• Define Service Portal
• Discuss reasons for building a Service Portal
• Review Service Portal administration and development duties
• Explore the Branding Editor
• Examine where to get Service Portal help
• Explore Your Student Instance
• Use the Branding Editor

Module 2: Create a Service Portal
Learn how to create a new Theme, a new Portal, and a new Page.
Objectives:
• Review the Service Portal framework
• Create a new Theme
• Create a new Service Portal
• Create a new Page
• Review the Bootstrap framework
• Explore baseline Page
• Create a New Theme and Portal
• Include a Custom Font
• Create a New Page
• Explore and Incorporate Existing Pages

Module 3: Widgets
Learn how to use Widgets on a Page to provide your content. This module also includes a low-code overview on how to create a new Widget.
• Define Widgets and explore the baseline elements
• Learn how to use Widgets
• Clone existing Widgets
• Develop new Widgets
• Widget debugging
• Add Widgets to a Page
• Clone an Existing Widget
• Develop a Custom Footer Widget
• Develop a Custom Widget with Options
• Develop a Modal Widget

Module 4: Header Menus
Learn how to create a new Menu and how to include it in a Service Portal.
• Define a Header Menu
• Explore Menu Items
• Discuss nested Menu Items
• Review testing Menu functionality
• Create a Header Menu
• Service Portal Surveys (Optional)

Module 5: Search Sources
Learn about the sources for Portal searches.
• Define Contextual Search
• Define Search Sources
• Learn how to set Portal Search Sources
• Learn about Pagination and Search Facets
• Review creating new Search Sources
• Explore external Search Sources
• Create a Search Source

Module 6: Service Portal Extras
Learn about Announcements, the Service Portal Log Entries table, the Usage Overview dashboard, using User Criteria records to control user access within a portal, and Guided Tours.
Objectives:
• Learn about the Announcements Widget
• Explore Page Route Maps
• Review Service Portal transaction logging and reporting
• Discuss use of User Criteria records to control user access in a portal
• Explore Guided Tours for Service Portals
• Announcements
• Service Portal Reporting
• Create a Dashboard Page
• Create a Guided Tour

Module 7: Redirecting in Service Portal
Learn a variety of options you can configure to redirect users to a Service Portal and to specific pages. .
Objectives:
• Review available features that enable redirecting within a Service Portal
• Page Route Maps
• Login, redirect, and SSO
• Clone the Landing Page
• Page Route Maps
• Redirect users to a Service Portal