Description

Introduction of ServiceNow Platform Administration

ServiceNow Platform Administration: Best Practices for Platform Management is a comprehensive training program aimed at IT professionals responsible for managing and administering the ServiceNow platform. This course focuses on essential platform administration tasks, best practices for configuration, and strategies for optimizing performance. Participants will gain the skills needed to effectively manage the ServiceNow environment, ensuring it meets organizational needs while maintaining security and efficiency.

Prerequisites

• Basic understanding of ServiceNow functionalities
• Familiarity with IT service management (ITSM) concepts
• No prior experience in platform administration is required, but it’s beneficial

Table of Contents

1. Introduction to ServiceNow Administration

1.1 Overview of ServiceNow Platform and Its Capabilities
1.2 Key Roles and Responsibilities of a ServiceNow Administrator
1.3 Benefits of Effective Platform Management

2. Navigating the ServiceNow Administration Interface

2.1 Understanding the ServiceNow Administrator Dashboard
2.2 Configuring Administration Settings(Ref: ServiceNow Customer Service Management (CSM): Enhancing Client Experiences)
2.3 Overview of Common Administration Tools

3. User Management and Access Control

3.1 Creating and Managing User Accounts
3.2 Implementing Role-Based Access Control (RBAC)
3.3 Best Practices for Managing User Permissions

4. Configuration and Customization

4.1 Overview of Configuration Management in ServiceNow
4.2 Customizing Forms, Fields, and Tables
4.3 Best Practices for Maintaining Customizations

5. Data Management and Reporting

5.1 Understanding Data Import and Export Processes
5.2 Managing Data Integrity and Quality
5.3 Creating and Managing Reports and Dashboards

6. Workflow and Process Automation

6.1 Overview of Workflow Design in ServiceNow
6.2 Creating and Managing Workflows and Business Rules
6.3 Best Practices for Workflow Automation

7. Monitoring and Performance Optimization

7.1 Implementing Performance Monitoring Tools
7.2 Analyzing System Performance Metrics
7.3 Strategies for Optimizing Platform Performance

8. Upgrades and Maintenance

8.1 Understanding the ServiceNow Upgrade Process
8.2 Planning for Upgrades and Release Management
8.3 Best Practices for System Maintenance and Support

9. Security and Compliance

9.1 Overview of Security Features in ServiceNow
9.2 Implementing Security Policies and Best Practices
9.3 Ensuring Compliance with Regulatory Requirements

10. Future Trends in Platform Administration

10.1 Emerging Trends in ServiceNow and ITSM
10.2 The Role of Automation and AI in Platform Management
10.3 Preparing for Future Developments in ServiceNow

Conclusion

This training equips participants with essential skills and best practices for effective ServiceNow platform administration. By implementing the strategies learned, organizations can optimize their ServiceNow environment, improve user satisfaction, and enhance overall performance. Participants will leave with practical insights and tools necessary for successful platform management, positioning their organizations for continued growth and success in the digital landscape.

Reference