ServiceNow System Administrator from Zero to Hero from Coursera

What's inside

Syllabus

Course Overview

In this module, we will introduce the course, providing a roadmap of what to expect. You'll explore the course agenda and understand the learning outcomes, ensuring a clear grasp of the journey from beginner to expert in ServiceNow system administration.

Introduction to ServiceNow

In this module, we will dive into the basics of ServiceNow, starting with what the platform is and why it is widely adopted across industries. You'll also explore practical use cases that highlight how ServiceNow adds value by streamlining processes and enhancing service delivery.

ServiceNow - User Interface

In this module, we will guide you through setting up your own ServiceNow instance and explore the platform's user interface. You will learn how to configure essential UI elements, including customizing the banner, to enhance your ServiceNow experience. This section concludes with a summary of the core UI features.

Application Management

In this module, we will cover all aspects of application management within ServiceNow. You will learn how to create and manage tables, configure form layouts, and design list views to optimize data organization. Additionally, we’ll introduce application development, including a demo on building a custom application using Application Studio, followed by a review of application settings.

Managing Users and Groups

In this module, we will explore user administration in ServiceNow, starting with creating user accounts, groups, and roles. You’ll learn how to assign roles to control access to various applications and modules. Additionally, we’ll cover email notification settings, including creating notifications and defining inbound email actions to streamline communication within the platform.

Form Activities

In this module, we will focus on automating form activities in ServiceNow by introducing key automation tools like business rules and client scripts. You will learn how to create both server-side and client-side scripts, enabling more dynamic and responsive form behavior. Additionally, we’ll cover the creation of script includes to extend and reuse code efficiently.

SLA - Service Level Agreement

In this module, we will introduce you to SLAs and their role in managing service delivery expectations in ServiceNow. You will explore SLA definitions and learn how to create and configure them to monitor performance metrics and ensure that services meet agreed-upon standards. The module concludes with a summary of SLA management best practices.

Access Control Lists

In this module, we will explore Access Control Lists (ACLs) and how they are used to manage data security in ServiceNow. You will learn about the components of ACLs, how they are evaluated, and the steps involved in creating and applying ACLs to protect sensitive data and control access within the system.

Service Catalog

In this module, we will introduce you to the Service Catalog, a key component of ServiceNow that allows users to request and manage services. You will learn how to create service catalog categories and items, configure variables, and develop workflows to automate service fulfillment. The module concludes with a summary of Service Catalog management best practices.

Reports, Dashboards, and Widgets

In this module, we will explore how to create and customize reports, dashboards, and widgets in ServiceNow to enhance data visibility and decision-making. You will learn how to build dashboards that present real-time insights and generate custom reports to track performance and outcomes. The module concludes with a summary of best practices for leveraging reports and dashboards effectively.

Knowledge Management

In this module, we will introduce you to Knowledge Management within ServiceNow, focusing on how to set up and organize a Knowledge Base. You will learn how to create, publish, and retire knowledge articles to ensure your organization's information is accessible and current. This section ends with a summary of Knowledge Base best practices.

Summary and Closure

In this final module, we will provide a comprehensive summary of the course, reviewing the major topics covered, including application management, user administration, workflows, and more. This module ensures you are ready to apply your newly acquired skills in real-world environments and outlines the path forward for further growth in ServiceNow.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Begins with an introduction to the ServiceNow platform, which is helpful for learners with no prior experience and builds a strong foundation for beginners

Covers application management, user administration, and form activities, which are essential for managing complex workflows and automating tasks within ServiceNow

Explores service-level agreements (SLAs), access control lists (ACLs), and the Service Catalog, which prepares learners to build efficient service catalogs and manage knowledge bases

Teaches how to create and customize reports, dashboards, and widgets in ServiceNow, which enhances data visibility and decision-making capabilities

Requires a basic understanding of IT systems and processes, which may be a barrier for individuals completely new to the field

Focuses on setting up and organizing a Knowledge Base, which ensures an organization's information is accessible and current, promoting efficient knowledge management

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in ServiceNow System Administrator from Zero to Hero with these activities:

Review ITIL Foundations

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Reviewing ITIL foundations will provide a strong understanding of IT service management principles, which are essential for effectively using ServiceNow.

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Read through ITIL Foundation study guides.
Take practice quizzes on ITIL concepts.
Review key ITIL processes and terminology.

Follow ServiceNow Developer Tutorials

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Following ServiceNow developer tutorials will provide hands-on experience with scripting and customization, enhancing your ability to automate tasks and extend the platform's functionality.

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Find ServiceNow developer tutorials online.
Follow the tutorials to create custom scripts and applications.
Experiment with different scripting techniques.

Read 'ServiceNow: Building Powerful Workflows'

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Reading this book will help you understand how to design and implement workflows in ServiceNow, which is a core skill for system administrators.

View Putting Knowledge to Work on Amazon

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Obtain a copy of 'ServiceNow: Building Powerful Workflows'.
Read the chapters on workflow design and implementation.
Experiment with building workflows in your ServiceNow instance.

Four other activities

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Configure ACLs for Different Roles

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Practicing configuring ACLs for different roles will reinforce your understanding of data security and access control in ServiceNow.

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Create different user roles in ServiceNow.
Define access control requirements for each role.
Configure ACLs to enforce the access control requirements.
Test the ACL configurations to ensure they work as expected.

Create a ServiceNow Cheat Sheet

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Creating a cheat sheet will help you consolidate your knowledge of ServiceNow and provide a quick reference guide for common tasks and configurations.

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Identify key ServiceNow concepts and tasks.
Summarize the steps for performing each task.
Organize the cheat sheet for easy reference.

Automate Employee Onboarding

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Starting a project to automate employee onboarding will allow you to apply your ServiceNow skills to a real-world scenario, reinforcing your understanding of workflows, user administration, and service catalog.

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Define the scope of the onboarding process.
Design a workflow for automating onboarding tasks.
Implement the workflow in your ServiceNow instance.
Test and refine the onboarding process.

Read 'Mastering ServiceNow'

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Reading this book will provide a deeper understanding of ServiceNow administration and development, covering advanced topics and best practices.

View Putting Knowledge to Work on Amazon

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Obtain a copy of 'Mastering ServiceNow'.
Read the chapters on scripting, integration, and performance optimization.
Experiment with the advanced techniques in your ServiceNow instance.

Career center

Learners who complete ServiceNow System Administrator from Zero to Hero will develop knowledge and skills that may be useful to these careers:

ServiceNow Administrator

A ServiceNow administrator manages and maintains the ServiceNow platform for an organization. Day to day, they configure the platform, create workflows, manage users and data, and ensure the system operates smoothly. This course is essential for aspiring ServiceNow administrators as it covers the platform's core functionalities, such as user and group management, application development, and creating and configuring forms. The course also introduces key concepts like SLAs and Access Control Lists, which are critical for any ServiceNow administrator. Learning to set up notifications, use business rules, and build custom applications makes this course a direct path to a career as a ServiceNow administrator.

See salaries and explore the career path for ServiceNow Administrator

IT Systems Analyst

An IT systems analyst evaluates and improves an organization's IT systems, aligning them with business needs, often by recommending software and improvements. This course may help a systems analyst who wants to better understand the capabilities of ServiceNow, a widely used platform, and how to configure it to match specific business requirements. The course's curriculum, which includes application management, user administration, and service catalog setup, provides a practical understanding of how such platforms are implemented and customized. Furthermore, learning about automation and reporting can assist an IT systems analyst in leveraging system data to drive improvements and streamline processes.

See salaries and explore the career path for IT Systems Analyst

IT Service Manager

An IT service manager is responsible for ensuring the efficient delivery of IT services to an organization. This includes overseeing service level agreements, service catalogs, and IT processes. This course may be useful for aspiring IT service managers as it covers important platform tools that are commonly used to handle these tasks. In particular, going through the modules on SLAs, managing users and groups, and creating service catalogs will allow the IT service manager to better understand how these components are built and customized. The course also teaches how to build reports and implement dashboards, which are key to monitoring service delivery and making data driven decisions.

See salaries and explore the career path for IT Service Manager

Business Process Analyst

A business process analyst works to improve organizational workflows by finding, documenting, and improving operational processes. This course may be useful for a business analyst looking to understand how to implement and automate processes using a platform such as ServiceNow. The course's curriculum directly aligns with the role, particularly the modules covering application development, form automation, and service catalog management. The course will help a business process analyst by demonstrating how to translate requirements into platform configurations. They will then be able to improve operational efficiency by leveraging the system's capabilities for automation and reporting.

See salaries and explore the career path for Business Process Analyst

Help Desk Manager

A help desk manager supervises a team of support personnel and ensures efficient resolution of IT-related issues through proper tooling and systems. This course is a good match for help desk managers who are looking to use ServiceNow as part of their support operations. The course provides a comprehensive introduction to the platform’s features relevant to help desk management, including creating and setting up a service catalog, building reports, and managing user access and roles. By understanding how these features can be customized and deployed, a help desk manager will be better equipped to create their own support systems within the platform.

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Service Desk Analyst

A service desk analyst is responsible for providing first-line support to users seeking IT assistance, utilizing tools and systems to resolve issues. This course may be helpful for a service desk analyst to understand how platforms like ServiceNow work and how they can be leveraged during support activities. The curriculum helps those in this role by teaching best practices for using a service catalog, managing knowledge bases, and handling requests. Additionally, understanding how to create and use reports and dashboards can aid a service desk analyst in efficiently tracking, resolving, and reporting on user issues.

See salaries and explore the career path for Service Desk Analyst

System Implementation Specialist

A system implementation specialist is responsible for planning, deploying, and configuring software systems within an organization. This course may be a good fit for those looking to better understand implementation needs for platforms like ServiceNow. The course's syllabus gives a practical look at how to set up and configure essential features like user management, application development, and creating service catalogs. The hands-on nature of the course will help provide a foundational understanding of the steps required to successfully deploy the system, which is key to the role of system implementation specialist.

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IT Support Specialist

An IT support specialist provides technical assistance to users, troubleshooting issues and maintaining systems. This course may be beneficial to aspiring IT support specialists who want to get hands-on experience with a modern platform like ServiceNow. Through the course, the IT support technician can learn about system configuration, service catalog management, and user administration. These capabilities are often used by IT support professionals to respond to user requests and resolve issues. Learning to build reports and work with dashboards will also help the support specialist to proactively identify and address common problems.

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IT Consultant

An IT consultant advises organizations on how to best use technology to meet their business goals. This course may help IT consultants who wish to understand how platforms such as ServiceNow can be deployed an optimized for a client. The course directly contributes to the role by covering the fundamentals of application management, user administration, service catalog setup, and the use of dashboards. All this is necessary for a consultant to assess how different organizations should use ServiceNow to support their goals. Gaining familiarity with these aspects of the platform will allow an IT consultant to be a better advisor.

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Database Administrator

A database administrator manages an organization's databases, ensuring data integrity, security, and accessibility, often specializing in particular systems. This course may be useful for a database administrator who may need to interface with the ServiceNow platform as it touches their database systems. The course covers important security topics, such as Access Control Lists, which are key to data management. Also, by completing the application management module, the database administrator can understand how data can be organized and changed within the system. Learning about reports and dashboards also helps the database administrator to track usage and performance.

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Technical Project Manager

A technical project manager oversees the planning, implementation, and tracking of technical projects, often including software and system deployments. This course may be useful for project managers who will be leading teams working with ServiceNow projects, because the course gives a comprehensive overview of how the system is used. This knowledge of application management, user administration, and service catalog setup will enable the project manager to better understand timelines and resources needed for ServiceNow related tasks. Also, familiarity with system reports and dashboards will help the technical project manager monitor progress and outcomes.

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System Analyst

A system analyst studies an organization's software systems and processes, identifies areas for improvement, and suggests technology to increase efficiency. This course may help a system analyst understand how to leverage ServiceNow to improve business operations, as it demonstrates the platform's capabilities and how they can be customized. The modules on application management, workflows, and form automation will be very helpful, allowing analysts to recommend changes that enhance system performance. Learning how to create dashboards and manage knowledge bases also contributes to this understanding.

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Business Analyst

A business analyst works to understand an organization's needs, and then recommends solutions, which often involve software and process improvements. This course may be useful to a business analyst who needs a working knowledge on how to use the ServiceNow platform. The course's emphasis on application management, user administration, and service catalog management will allow a business analyst to learn how to create the processes and workflows they need. This understanding is necessary to improve the organization using the ServiceNow product. This course enhances familiarity and allows analysts to make better recommendations.

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Network Administrator

A network administrator is responsible for maintaining an organization's computer network and ensuring it operates smoothly. This course may be useful for those who work on network IT tasks, as it can help them better understand ServiceNow, which sometimes interfaces with network systems. They also may use ServiceNow to manage their network systems. The course's introduction to system configuration and user management, as well as service level agreement configuration, can help them understand how the platform could work with a network. Even the training on reporting and dashboards may be helpful to a network administrator who needs to track system performance.

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Data Analyst

A data analyst examines information to find insights and create reports to support decision-making. This course may be useful to a data analyst interested in learning how to extract and present insights derived directly from a platform such as ServiceNow. The course provides instruction on creating reports, dashboards, and widgets that can be used to visually represent data. Additionally, there is an introduction to the service catalog and the knowledge management system, which can provide data analysts with a practical understanding of relevant data points. The course may help a data analyst who wishes to learn how data is collected and presented using the ServiceNow platform.

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ServiceNow System Administrator from Zero to Hero

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