Trilha Administração ServiceNow: tudo o que estudar, tópico por tópico

High-level architecture of the ServiceNow Now Platform: multi-tenant SaaS delivery, the application layer, integration layer, and underlying database (MySQL-based); how instances are isolated and how data centers support availability

ServiceNow instance topology: production, sub-production (dev/test/UAT) instances; node types, cluster configuration, and the impact of instance cloning on environment parity

Navigating the ServiceNow UI: UI16 classic interface vs Next Experience (Polaris); application navigator, favourites, history, search, banner frame, content frame, and workspace concepts

How applications and modules are structured in the navigator: application menus, modules and module types (list, form, URL), separator modules, and the role of the application scope in grouping related functionality

Working with list views: column selection, sorting, breadcrumb filter bar, condition builder, saved filters, list personalisation, and exporting list data

Form layout and personalisation: form sections, field controls, annotation, related lists, embedded lists, formatters, and the form design tools available to administrators

The distinction between user-level personalisation (homepage widgets, form preferences, saved filters) and administrator configuration changes that affect all users; scope and rollback implications of each approach

Application scope model: global scope access vs private application scopes, cross-scope access policies, application picker, and the impact of scope on customisation isolation and upgradability

Every record in ServiceNow is stored in a table; the data dictionary describes each table and field; system tables (sys_*), task table, and how the dictionary controls field attributes across the platform

ServiceNow field types: string, integer, boolean, reference, choice, journal, glide_date_time, list, and conditions; field attributes, max length, mandatory settings, and read-only flags

How ServiceNow implements inheritance via table extension (extends relationship): parent and child tables, sys_class_name field, single-inheritance hierarchy, and the impact on queries, ACLs, and business rules

Reference fields link records across tables; dot-walking traverses these links in scripts, conditions, and reports; depth limits, performance implications, and dynamic filter conditions using dot-walked fields

The Configuration Management Database (CMDB): cmdb_ci base class, CI class hierarchy, common CI classes (server, application, database, network device), CMDB health and data quality indicators

Defining and querying relationships between CIs: relationship types (depends on, runs on, hosted on), relationship table (cmdb_rel_ci), dependency map, and impact/risk propagation through relationships

IRE governs how discovered CI data is identified, matched, and reconciled in the CMDB: identification rules, reconciliation rules, precedence, and multi-source data management to prevent duplicate CIs

Importing external data via import sets: data sources, staging tables, transform maps, field mappings, transform scripts, coalesce fields, and scheduled imports for ongoing data synchronisation

Managing user accounts, group membership, and role assignment in ServiceNow: sys_user, sys_user_group, sys_user_role tables; role inheritance via group membership; elevated privileges and the admin role

ServiceNow security model: access control rules (ACLs) controlling read, write, create, and delete operations at record and field level; ACL evaluation order, role conditions, and script conditions

Contextual security manager in ServiceNow: how access is evaluated at runtime based on the user's active roles, session context, and ACL chain; the security debug tool and common troubleshooting scenarios

High-level concepts of domain separation for managed service providers: domains, domain hierarchy, visibility rules, global domain, and the impact on data segregation without deep configuration

Data policies enforce field rules on both server and client side; UI policies operate only in the browser; when to use each, how they interact with business rules, and converting UI policies to data policies

Administrator impersonation for testing user experiences without logging out; approval delegation allowing users to designate substitutes; audit trails generated by impersonation sessions

Authentication integration options: SAML 2.0 SSO, LDAP/Active Directory user import, multi-provider SSO, and the role of the ServiceNow identity provider; overview-level configuration and common troubleshooting concepts

Building automated flows in Flow Designer: record-based triggers (created, updated, deleted), scheduled triggers, inbound email triggers, flow activation, and the flow execution environment

Reusable automation with Flow Designer actions and subflows: spoke actions, core actions (create/update record, send email, wait for condition), subflow inputs/outputs, and composing complex automation from modular pieces

Server-side scripting via business rules: before, after, async, and display rule types; GlideRecord API usage; conditions vs scripts; order of execution; common patterns and anti-patterns for data manipulation

Client-side scripting for dynamic form behaviour: onLoad, onChange, onSubmit, and onCellEdit script types; GlideForm (g_form) and GlideUser (g_user) APIs; performance considerations and when to prefer UI policies

UI policies for declarative form control (show/hide, mandatory, read-only) and UI actions for adding buttons, links, and context-menu items to forms and lists; conditions, scripts, and the form button bar

Configuring email notifications: notification conditions, recipients (users, groups, email fields), notification scripts, email templates, email logs, and inbound email action processing

Service Level Agreements and Operational Level Agreements in ServiceNow: SLA definition (schedule, duration, workflow), start/stop/pause conditions, SLA stages, breach notifications, and the SLA timeline formatter

Legacy workflow engine concepts: activities, transitions, conditions, approval activities, timer activities, and how legacy workflows are triggered; migration path from workflows to Flow Designer

ITIL-aligned Incident Management in ServiceNow: incident lifecycle, categorisation and prioritisation, assignment rules, escalation, resolution and closure codes, and major incident management

Problem Management for root cause analysis (problem, known error, workaround) and Change Management (normal, standard, emergency changes), CAB, change scheduling, and conflict detection

Building a Service Catalog: catalog items, categories and subcategories, catalog item variables, fulfillment workflows/flows, pricing, and the impact of catalog design on end-user experience

Record producers create non-catalog records (e.g., incidents) from the Service Catalog interface; order guides bundle multiple catalog items into a guided ordering experience with conditional item inclusion

Reusable variable sets shared across multiple catalog items; catalog client scripts for dynamic catalog form behaviour (onLoad, onChange, onSubmit); variable set scope and impact on fulfillment scripts

Knowledge Management application: knowledge bases, categories, knowledge articles, article lifecycle (draft/review/published/retired), versioning, feedback, and integration with incident deflection

Service Portal as the end-user self-service interface: portal configuration basics, pages and widgets, the Service Portal Designer, branding settings, and the relationship between Service Portal and the Service Catalog

Creating reports in ServiceNow: available report types (list, bar, pie, trend, pivot, heat map, box), data sources, filtering and grouping, scheduling report delivery, and sharing reports with groups

Building dashboards from existing reports; introduction to Performance Analytics (PA): indicators, scores, targets, breakdowns, and how PA differs from standard reports in supporting trend analysis over time

Update sets as the primary mechanism for migrating configuration changes between instances: creating and selecting update sets, completing and exporting them, retrieving and previewing on target, resolving collisions, and committing

Extending platform functionality: activating plugins from the Plugin Manager, acquiring applications from the ServiceNow Store (scope implications), plugin dependencies, and rollback considerations

System properties for controlling platform-wide behaviour: property categories, setting and updating properties via sys_properties, cache flush after changes; scheduled jobs (Scheduled Script Executions) for recurring server-side tasks

ServiceNow release management: family releases and patch releases, upgrade skipping rules, the upgrade monitor, post-upgrade skipped records; instance cloning process, clone exclusions, and clone cleanup scripts

Diagnostic tools for administrators: ACL debug mode (security_log_deny=true), the system log (syslog), log levels, application logs, JavaScript debugger, session debug flags, and interpreting log output to resolve issues