ServiceNow System Administrator from Zero to Hero

所在平台: Coursera

课程主页: https://www.coursera.org/learn/packt-servicenow-system-administrator-from-zero-to-hero-jedbs

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课程简介

课程名称：从零到英雄的ServiceNow系统管理员 课程概述：本课程于2025年5月更新，现在包含Coursera教练，提供将智能学习与互动实时对话相结合的方式，帮助学员测试知识、挑战假设并加深理解。 课程开始介绍了ServiceNow平台的基础知识，讨论了ServiceNow的重要性及其在IT服务管理中的关键作用。您将探索用户界面并学习如何配置关键元素。 课程大纲： 1. **课程概述**：介绍课程内容、期望和学习成果，帮助学员理解从初学者到ServiceNow系统管理员的成长路径。 2. **ServiceNow简介**：深入了解ServiceNow的基础知识，了解其在各行业广泛应用的原因，以及通过实际案例展示ServiceNow如何优化流程和增强服务交付。 3. **ServiceNow用户界面**：学习如何设置自己的ServiceNow实例，探索平台的用户界面，配置重要的UI元素以提升使用体验。 4. **应用管理**：全面覆盖ServiceNow的应用管理，学习如何创建和管理表单、配置表单布局和设计列表视图，以及使用应用程序工作室构建自定义应用。 5. **用户和组管理**：学习创建用户账户、组和角色，分配角色以控制不同应用程序和模块的访问权限，并设置电子邮件通知。 6. **表单活动**：介绍自动化表单活动的关键工具，学习创建服务器端和客户端脚本，以实现动态响应的表单行为。 7. **服务级别协议(SLA)**：了解SLA在服务交付期望管理中的作用，学习如何创建和配置SLA以监控性能指标。 8. **访问控制列表(ACL)**：探索ACL的组成和评估，学习如何创建和应用ACL以保护敏感数据并控制系统内的访问。 9. **服务目录**：学习如何创建服务目录类别和项目，配置变量并开发工作流来自动化服务履行。 10. **报告、仪表盘和小部件**：创建和自定义报告、仪表盘和小部件，增强数据可视化和决策制定能力。 11. **知识管理**：介绍如何设置和组织知识库，创建、发布和退休知识文章，以确保信息的可获取性和时效性。 12. **总结与闭幕**：对课程进行全面总结，回顾应用管理、用户管理和工作流等主要主题，确保学员准备好在实际环境中应用新技能，并规划未来在ServiceNow领域的进一步发展。 本课程旨在帮助学员从零开始掌握ServiceNow系统管理的技巧，并为其职业发展奠定坚实基础。

课程大纲

Name:Course Overview

Description: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.

Name:Introduction to ServiceNow

Description: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.

Name:ServiceNow - User Interface

Description: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.

Name:Application Management

Description: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.

Name:Managing Users and Groups

Description: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.

Name:Form Activities

Description: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.

Name:SLA - Service Level Agreement

Description: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.

Name:Access Control Lists

Description: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.

Name:Service Catalog

Description: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.

Name:Reports, Dashboards, and Widgets

Description: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.

Name:Knowledge Management

Description: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.

Name:Summary and Closure

Description: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.

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