ServiceNow Admin Full Course | Learn ServiceNow Administration in 7.5 Hours| System Administration

ServiceNow Admin Full Course | Learn ServiceNow Administration in 7.5 Hours| System Administration

Table of Contents

1. Introduction
2. Platform Overview and Architecture
3. User Interface and Branding
4. Lists and Filters
5. Forms
6. Task Management
7. Notifications
8. Knowledge Management
9. Service Catalog
10. Tables and Fields
11. Access Control List
12. Data Import
13. CMDB
14. Integration
15. Update Sets
16. Events
17. Platform Stats

Introduction

Welcome to ServiceNow System Administration. This course has been recorded in the Orlando version of ServiceNow. The primary goal is to provide you with in-depth knowledge of the ServiceNow platform, including its features, configuration, and customization.

Platform Overview and Architecture

ServiceNow Platform

ServiceNow is an American company offering the ServiceNow platform, an application Platform as a Service (aPaaS). It provides a cloud-based infrastructure required to run, develop, and manage applications.

ServiceNow Architecture

The architecture is based on a single-instance and single-tenant design, isolating each customer's data, applications, and customizations in unique software stacks known as instances.

servicenow provides high-level redundancy and availability by routing instance traffic to redundant servers when operational failures occur.

User Interface and Branding

User Interface

ServiceNow offers several ways to interact with its platform:

1. Native UI: Accessible via browsers like Chrome, Edge, Firefox, and Safari.
2. Mobile Apps: ServiceNow Agent, Now Mobile, and ServiceNow Onboarding.
3. Service Portal: User-friendly self-service portal.

Branding

Administrators can brand the ServiceNow instance to match the organization’s themes by changing logos, instance names, and other branding elements.

Lists and Filters

Lists in ServiceNow display records from a data table. Users can filter, search, and personalize these lists according to their requirements.

Forms

Forms display and allow for editing of the records within a table. Form elements include content frames, title bars, menus, and buttons. Forms can be customized and personalized to meet user requirements.

Task Management

ServiceNow is fundamentally about managing tasks. Tasks can be assigned, tracked, and completed using the platform’s built-in features. Tasks are primarily categorized through the Task Table, and task assignment can be manual, automated, or AI-driven.

Notifications

Notifications inform users about specific events in ServiceNow. They can be configured to notify users via email, SMS, or push notifications. Inbound actions and email scripts are features that aid in sending and processing emails within ServiceNow.

Knowledge Management

Knowledge Management in ServiceNow involves creating and managing knowledge articles stored in a knowledge base. Articles benefit users by providing centralized information and resolving common issues.

Service Catalog

The Service Catalog allows users to request services and products. It includes catalog items, categories, and workflows. It supports variable sets, catalog items, and record producers.

Tables and Fields

ServiceNow stores data in tables which contain records and fields. Tables can be core or custom, and relationships between tables can be one-to-many, many-to-many, or extended.

Access Control List

Access Control Lists (ACLs) manage permissions for tables and records. Various operations such as create, read, update, and delete can be restricted using ACLs.

Data Import

Data Import in ServiceNow allows you to import data from various sources like Excel, LDAP, and other databases. Import sets, transform maps, and colace fields are key components.

CMDB

The Configuration Management Database (CMDB) in ServiceNow stores information about configuration items (CIs) and their relationships. It’s crucial for incident, problem, and change management applications.

Integration

ServiceNow can integrate with other systems using various technologies like web services, LDAP, and email. Integration Hub offers a no-code option to integrate with third-party applications.

Update Sets

Update Sets capture and move configuration changes between instances. They are essential for migrating customization and configuration settings from development to production instances.

Events

Events in ServiceNow are records of significant occurrences. They can be triggered by business rules, scripts, workflows, or flows and can execute actions like notifications or script actions.

Platform Stats

Platform stats provide statistics on system activities affecting performance. It is useful for troubleshooting and performance monitoring.

Keywords

• ServiceNow
• System Administration
• Task Management
• Notifications
• Knowledge Management
• Service Catalog
• Tables and Fields
• Access Control List
• Data Import
• CMDB
• Integration
• Update Sets
• Events
• Platform Stats

FAQ

Q1: What is an Update Set in ServiceNow?

A1: An Update Set is a group of configuration changes that can be moved from one instance to another in ServiceNow.

Q2: What are the types of notifications available in ServiceNow?

A2: ServiceNow supports email, SMS, and push notifications.

Q3: What is a Configuration Item (CI) in ServiceNow?

A3: A CI is a tangible or intangible device or application stored in the CMDB, such as computers, servers, or software applications.

Q4: How can data be imported into ServiceNow?

A4: Data can be imported using Excel files, LDAP, web services, or other databases, utilizing import sets, transform maps, and colace fields.

Q5: What are Access Control Lists (ACLs)?

A5: ACLs manage permissions for tables and records in ServiceNow, restricting operations like create, read, update, and delete.

Q6: How does Integration Hub in ServiceNow help?

A6: Integration Hub allows for quick integration with third-party applications without coding, using Flow Designer and pre-built connectors called spokes.

Q7: What is the purpose of Platform Stats in ServiceNow?

A7: Platform stats provide statistics on system activities that affect performance, aiding in troubleshooting and monitoring.

Q8: What is the role of a Transform Map in data import?

A8: Transform Map in data import creates relationships between fields in an import set and fields in an existing ServiceNow table, dictating how imported data is processed.