ServiceNow 101: Administration

Workbook

1
Contents
Section Page
This workbook will provide practice problems for
1 - Introduction 3
you to work through. Each section will have a
2 - ServiceNow Overview 4
number of problems and some sections will have
3 - Lists & Forms 5
advanced problems. The advanced problems may
4 - Customizations 6
require additional research and/or scripting. If you
5 - Tables & Fields 7
cannot complete these problems, do not be
6 - User Administration 8
frustrated. We did not cover these topics and are
7 - Core Applications 9
meant as a challenge, rather than a test of your
8 - General Administration 10
knowledge.
9 - Review 11

2
Section 1
1. Create a ServiceNow community account
a. community.servicenow.com
2. Check out the ServiceNow product documentation
a. wiki.servicenow.com
b. docs.servicenow.com
3. Watch some of the video tutorials
a. youtube.com/user/servicenowdemo/featured

3
Section 2
1. Obtain a personal instance or demo instance
a. community.servicenow.com
b. servicenow.com/lpdem/demonow
2. Login to your personal instance
3. Navigate into, and play around with the Incident and Problem applications

4
Section 3
1. Configure the Incident listview layout to include the following fields
a. Number
b. Caller
c. Category
d. Priority
2. Create a filter for all incidents that were opened today and are unassigned
3. Save the filter as Today's unassigned incidents
4. Add the reassignment count field to the default incident form view

5
Section 4
1. Create a business rule which sets a problem’s assignment group to the
Administrators group, if a group is not selected on insert
2. Create a UI policy which will hide the priority field if impact and urgency are
set to 3 - Low
3. Activate the Save UI action only for the Incident form view

Advanced

1. Create a problem task record if a problem record is saved with a priority of 1 - Critical, and relate it to the problem
record
2. Create a client script which informs the user that a problem with a priority of 1 - Critical will create a problem task

6
Section 5
1. Create a car table with the following fields:
a. make - choice
b. model - string
c. release_date - date
d. cost - currency
2. Create 5 choices for the make field
3. Create 2 car records
4. Configure the form to your liking and add the created field to the form

7
Section 6
1. Create users, groups, roles and access controls for the following use case:
a. 3 users belong to the Incident Team group. This group has the
incident_team role which gives them the ability to add and modify the
caller and contact type fields on an incident
2. Create a new access control rule which gives permissions to change the last
name of any user record

8
Section 7
1. Create an incident record, incident A
2. Create another incident record, incident B, and link incident A to incident B
3. Create a new emergency change request
4. From incident A, create a new problem
5. Link the emergency change request to the problem record
6. Create a new iPhone 6 Plus catalog item
7. Create a new knowledge article and publish it

9
Section 8
1. Create a new workflow for the catalog item you created in section 7
2. Add the sc_req_item table to the workflow
3. Add a condition so that this workflow is only ran when this item is selected
4. Add an approval and notification to the workflow
5. Request the item and view the notification in the emails log

10
Section 9
1. Create the Rotten Potatoes application in your personal instance
2. Add a Owned true/false field to the video game table
3. If a review is given 1 or 2 stars, require the comments field
4. Add an Image field to the video game table

Advanced

1. Create a workflow for the video game table which will execute only for video games that have not yet been released,
and send a notification to a review group once the video game release date is 1 week after today’s date

11