ServiceNow administration: roles, assignment, SLAs, catalog, notifications and update sets

Skills you'll practise

• Grant access through groups and their roles, choosing the least role needed
• Route records with assignment rules or assignment data lookup rules and explain how they differ
• Build an SLA definition with start, pause and stop conditions, a duration and a schedule
• Choose between a catalog item, record producer and order guide, and reuse variables with variable sets
• Set up an email notification's when, who and what
• Move configuration with update sets and explain what access control rules check

Course outline

1. 1.Administering ServiceNowVideo · 2 min
2. 2.Users, groups, roles and assignmentLesson · 18 min
3. 3.SLA definitions, catalog items and notificationsLesson · 19 min
4. 4.Update sets and access controlLesson · 18 min
5. 5.ServiceNow administration: roles, assignment, SLAs, catalog, notifications and update sets: knowledge checkKnowledge check · 15 questions
6. 6.Final exam11 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• ServiceNow docs: Assign a role to a group
• ServiceNow docs: Assign a role to a user
• ServiceNow docs: Create a user group
• ServiceNow docs: Base system roles
• ServiceNow docs: Elevated privilege roles
• ServiceNow docs: Assignment rules module
• ServiceNow docs: Create an assignment rule
• ServiceNow docs: Data lookup rules
• ServiceNow docs: Create assignment data lookup rule
• ServiceNow docs: SLA conditions
• ServiceNow docs: Create an SLA definition
• ServiceNow docs: Task SLA table
• ServiceNow docs: Service Catalog items
• ServiceNow docs: Service catalog variables
• ServiceNow docs: Service catalog variable sets

And 14 more.