The real graded ServiceNow tasks the portal assigns, grouped into three levels.
The portal assigns these ServiceNow tasks. Finish Level 1 before Level 2 and Level 2 before Level 3. Your mentor may mark some tasks as required for the certificate.
Level 1: Foundations (12 tasks)
Task
What to do
What ServiceNow is
Explain ITSM, ITIL basics and what ServiceNow is used for in Indian IT companies.
Personal developer instance
Get a free Personal Developer Instance from the ServiceNow Developer site and explore the navigator.
ITIL processes
Explain incident, problem, change and request management with an example of each.
Tables and records
Explore the Incident table, its fields and list views, and explain table extension from Task.
Create an incident
Create, assign, update and resolve an incident and describe the life cycle states.
List and form customisation
Customise a list view and a form layout for the Incident table.
Users, groups and roles
Create users and groups and assign roles, and test what each user can see.
Service catalog item
Create a simple catalog item for a laptop request with variables.
Reports and dashboards
Build reports for incidents by priority and an agent dashboard.
Notifications
Create an email notification when a high-priority incident is created.
Update sets
Capture your changes in an update set and explain how they move between instances.
Documentation
Document your instance setup in a repo named servicenow-internship.
Level 2: Building real features (10 tasks)
Task
What to do
Business rules
Write before and after business rules with JavaScript, and explain when each runs.
Client scripts
Write onLoad, onChange and onSubmit client scripts for a form.
UI policies
Make fields mandatory or read-only with UI policies and compare them with client scripts.
GlideRecord
Query and update records with GlideRecord in a background or fix script.
Flow Designer
Build a flow that routes a catalog request for manager approval and creates tasks.
SLAs
Define an SLA for P1 incidents and show breach warnings.
Script includes
Write a reusable script include and call it from a business rule and with GlideAjax.
Access control lists
Write ACLs that restrict a field to one role and test them.
Knowledge base
Create knowledge articles and link them to incidents.
CMDB basics
Explain the CMDB and configuration items, and relate a CI to an incident.
Level 3: Professional work and capstone (8 tasks)
Task
What to do
Scoped application
Build a small scoped app (for example an asset tracker) with its own tables, forms and roles.
REST integration
Call an external REST API from ServiceNow with a REST message, and expose a Scripted REST API.
Service Portal
Build a portal page with a widget for users to view their requests.
Automated testing
Write Automated Test Framework (ATF) tests for your catalog item and flow.
Performance and best practices
Review your scripts for best practices (no GlideRecord in client scripts, etc.) and fix issues.
Change management
Model a normal change with CAB approval and a risk assessment.
Certification practice
Complete practice questions for the Certified System Administrator exam and note every wrong answer.
Capstone: ITSM solution
Deliver an ITSM solution for a college IT helpdesk: catalog, flows, SLAs, portal, reports, ATF tests and a demo video.
Internship