ServiceNow for Administration Training in Kuala Lumpur, Malaysia

This course provides participants with the knowledge and hands-on skills required to administer the ServiceNow platform. It covers system configuration, user and role management, service catalog setup, workflows, reporting, and system maintenance. Participants will gain experience in customizing ServiceNow to meet organizational needs and ensuring smooth IT service management operations.

Introduction & Core Administration

• Introduction to ServiceNow

  • Platform overview and architecture

  • Key applications (Incident, Problem, Change, CMDB, Catalog)

• Navigation and UI

  • Application navigator, forms, and lists

• Users, Groups, and Roles

  • Managing users and access controls

  • Role assignment and delegation

Configuration & Customization

• Applications and Modules

  • Adding applications and configuring modules

• Forms and Fields

  • Customizing forms and form layouts

  • Creating and modifying fields

• Lists and Filters

  • Configuring list layouts and filters

• Service Catalog

  • Designing catalog items and categories

  • Managing variables and record producers

Workflows, Notifications & Reporting

• Workflow Administration

  • Workflow editor and activities

  • Creating and publishing workflows

  • Approval processes

• Notifications and Messaging

  • Email notifications and triggers

  • Subscriptions and events

• Reporting & Dashboards

  • Creating reports and visualizations

  • Building performance dashboards

System Administration & Best Practices

• Instance Administration

  • Managing update sets

  • Instance upgrades and patches

  • Performance and system logs

• Security & Access Control

  • Access Control Rules (ACLs)

  • Data and application security

• Integration Basics

  • Web services and APIs overview

  • Import sets and data sources

• Best Practices for Admins

  • Governance and compliance in ServiceNow

• Wrap-up & Q&A

Hands-on Exercises

Summary and Conclusion