ServiceNow Administrator Certification

Module 1: Introduction to ServiceNow

• ServiceNow platform overview
• ITSM fundamentals
• ServiceNow architecture
• Navigation
• User interface

Module 2: ServiceNow Platform Setup

• Instance configuration
• Application Navigator
• Modules and applications
• Personalization
• Platform settings

Module 3: User and Role Management

• Users
• Groups
• Roles
• User administration
• Access management

Module 4: Security Administration

• Access Control Lists (ACLs)
• Role-Based Access Control (RBAC)
• Data security
• Authentication
• Security best practices

Module 5: Tables and Data Management

• Tables
• Fields
• Relationships
• Data import
• Data export

Module 6: Forms and List Configuration

• Form Designer
• List layouts
• Form customization
• UI policies
• Client scripts overview

Module 7: Workflow and Process Automation

• Workflow concepts
• Flow Designer
• Business Rules
• Notifications
• Approval workflows

Module 8: Service Catalog Administration

• Catalog items
• Categories
• Variables
• Order guides
• Catalog workflows

Module 9: Incident Management

• Incident lifecycle
• Assignment groups
• Prioritization
• SLA management
• Incident workflows

Module 10: Change and Problem Management

• Change requests
• Change workflows
• Problem records
• Root cause tracking
• Change approvals

Module 11: Knowledge Management

• Knowledge Base
• Article creation
• Knowledge categories
• Publishing workflows
• Search optimization

Module 12: Reports and Dashboards

• Report creation
• Dashboard design
• Performance Analytics overview
• Scheduled reports
• Data visualization

Module 13: Notifications and Communication

• Email notifications
• Events
• Notification templates
• Announcements
• Communication workflows

Module 14: Integration Fundamentals

• IntegrationHub overview
• REST integrations
• SOAP integrations
• Import Sets
• Data synchronization

Module 15: Monitoring and Maintenance

• System logs
• Scheduled jobs
• Instance monitoring
• Performance monitoring
• Health checks

Module 16: Data Governance

• Data quality
• Archiving
• Retention policies
• Data consistency
• Governance practices

Module 17: Update Sets and Deployment

• Update Sets
• Version management
• Deployment strategies
• Migration between instances
• Configuration tracking

Module 18: Troubleshooting and Debugging

• Log analysis
• Debugging tools
• Script troubleshooting
• Error resolution
• Performance diagnostics

Module 19: Platform Optimization

• Performance tuning
• Instance optimization
• Workflow optimization
• Automation improvements
• Operational efficiency

Module 20: ServiceNow Administration Best Practices

• Platform governance
• Security recommendations
• Administration standards
• Operational excellence
• Continuous improvement