NM1051

SERVICE NOW ADMINISTRATOR

(An initiative of Naan Mudhalvan in collaboration with Smart Internz)

A PROJECT REPORT

Submitted by

………………………………………………………………

in partial fulfilment for the award of the degree

of

BACHELOR OF ENGINEERING

In

COMPUTER SCIENCE AND ENGINEERING

NEHRU INSTITUTE OF TECHNOLOGY

(AUTONOMOUS)
COIMBATORE

ANNA UNIVERSITY: CHENNAI 600 025

NOVEMBER 2024

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 CERTIFICATION OF EVALUATION

COLLEGE: NEHRU INSTITUTE OF TECHNOLOGY(AUTONOMOUS)

DEGREE & BRANCH: B.E - COMPUTER SCIENCE AND ENGINEERING

YEAR & SEMESTER: 4th YEAR - VII SEM

NAME REGISTER NUMBER PROJECT TITLE

The report of the project work submitted by the above student as a part of “SERVICE
NOW ADMINISTRATOR” Course for the NaanMudhalvan programme in
collaboration with Smart Internz is evaluated and confirmed to be the work done by
the student.

Submitted on ………………………

Head of the Department Faculty in-charge

(Signature) (Signature)

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 SERVICE NOW ADMINISTRATOR

Submitted by

……………………………………………………………..

Viva voce held on at NEHRU INSTITUTE OF

TECHNOLOGY(AUTONOMOUS), Coimbatore.

INTERNAL EXAMINER EXTERNAL EXAMINER

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 Abstract

In the digital era, the need for efficient and accessible

educational resources is more pronounced than ever. Utilizing the The
ServiceNow Administrator course, initiated under the Naan Mudhalvan
program, addresses the growing demand for skilled IT service management
professionals. This course provides participants with hands-on training in
managing ServiceNow, a platform designed to streamline enterprise
workflows and IT operations. This report details the technical, architectural,
and implementation aspects of the ServiceNow platform. It also emphasizes
the importance of robust testing, security, and scalability. Finally, the report
explores future enhancements that promise to extend the platform's
capabilities further, ensuring its relevance in rapidly evolving IT landscapes.

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 TABLE OF CONTENTS

S. No Section Page no
1 Introduction 6

2 System Requirements 7

3 Architecture 7

4 Features 8

5 Technology Used 9

6 Implementation Details 9

7 Testing 10

8 Deployment and 10
Configuration

9 Security and Privacy 10

10 Future Enhancements 12

11 Conclusion 12

12 References 13

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 SERVICE NOW ADMINISTRATOR

Introduction
In today’s fast-paced digital environment, businesses rely on efficient IT
service management systems to maintain operational continuity and enhance
customer satisfaction. ServiceNow, a leading ITSM platform, enables
organizations to achieve these objectives by automating workflows, integrating
IT operations, and delivering seamless user experiences. The Naan Mudhalvan
initiative introduces the ServiceNow Administrator course to equip learners with
skills needed to configure and manage this powerful tool effectively. This report
provides a comprehensive overview of the platform's architecture, features,
implementation, and real-world applications.

ServiceNow’s Credentialing Program is globally recognized. We follow

certification industry best practices for creating, publishing, and maintaining an
extensive portfolio of exams.

The program is designed for all audiences to gain knowledge and

credibility, and maximize ServiceNow's platform capabilities and value.

The ServiceNow Credentialing Team now offers so much more than

certifications! Our portfolio has expanded to include accreditations, new product
introductions, certifications, and several expert programs. Keep watching as our
program continually evolves and we offer even more credential types.

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System Requirements
ServiceNow operates as a Software-as-a-Service (SaaS) solution,
minimizing on-premises infrastructure requirements. Key system requirements
include:

1. End-user Requirements:

o Web Browsers: Modern browsers like Google Chrome (latest version),

Mozilla Firefox, or Microsoft Edge.

o Network: Minimum 5 Mbps internet connection to support smooth

operation of the platform's web-based interface.

o Hardware: A computer with at least 8 GB RAM, a quad-core processor, and

256 GB storage.

2. Administrative and Development Requirements:

o Development Environment: A ServiceNow sandbox instance for safe

customization and testing.

o Integration: Access to API endpoints of integrated systems, if applicable.

o ITIL Knowledge: Understanding of ITIL processes is recommended for

administrators.

Architecture
The architecture of ServiceNow supports scalability, flexibility, and data
isolation. It consists of the following layers:

1. User Interface Layer:

o Provides a responsive design for desktop and mobile platforms.

o Built using HTML5, CSS, and JavaScript frameworks like AngularJS.

2. Application Layer:

o Hosts workflows, business logic, and task automation.

o Designed using the proprietary Glide system, enabling low-code

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 development.

3. Data Layer:

o Employs relational databases (MySQL) for robust data storage.

o Supports data encryption and secure access controls.

4. Integration Layer:

o Includes REST and SOAP APIs for seamless connectivity with third-party
systems such as Microsoft Azure, AWS, and enterprise tools like SAP and
Salesforce.

5. Infrastructure Layer:

o A cloud-based infrastructure managed by ServiceNow's global data centers.

o Ensures redundancy and high availability with disaster recovery

mechanisms.

Features
Key features of ServiceNow include:

1. Incident and Problem Management: Centralized tracking and resolution of

incidents to minimize service disruptions.

2. Change Management: Facilitates risk assessment and approval workflows for

changes to IT infrastructure.

3. Asset and Configuration Management: Monitors hardware, software, and licenses

for efficient resource utilization.

4. Service Catalog and Knowledge Management: Offers users an intuitive interface

to request services and access documentation.

5. Analytics and Reporting: Advanced dashboards and predictive analytics provide

insights into performance metrics.

6. Automation: Uses workflows and scripting to eliminate manual tasks, enhancing

efficiency.

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 7. Low-Code Development: Enables the creation of custom applications using drag-
and-drop interfaces.

Technology Used
ServiceNow incorporates a range of technologies to deliver a seamless
experience:

1. Frontend: Uses JavaScript frameworks like AngularJS and React for user interface
design.

2. Backend: Built on Java and the Glide scripting language for server-side
processing.

3. Database: MySQL-based relational database for reliable storage and query

optimization.

4. APIs: RESTful and SOAP APIs allow integration with tools like Jira, Slack, and
email systems.

5. AI and Machine Learning: Integrated solutions for anomaly detection, trend

analysis, and intelligent incident assignment.

6. Mobile Platforms: Supports iOS and Android applications for managing

workflows on the go.

Implementation Details
1. Planning and Requirement Gathering:

o Define organizational needs and prioritize ServiceNow modules

accordingly.

o Engage stakeholders to ensure alignment with business objectives.

2. Configuration:

o Set up out-of-the-box modules like incident management, asset

management, and change management.

o Customize forms, workflows, and user interfaces to meet specific

requirements.

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 3. Integration:

o Connect ServiceNow with external systems using APIs for seamless data
flow.

o Enable single sign-on (SSO) for improved user authentication.

4. User Training:

o Conduct training sessions for administrators and end-users to familiarize

them with the platform.

Testing
Testing is conducted at multiple levels to ensure system reliability:

1. Functional Testing: Validates individual modules like incident management and

service catalogs.

2. Integration Testing: Ensures data flows correctly between ServiceNow and

external systems.

3. User Acceptance Testing (UAT): Collects feedback from end-users to verify

system usability.

4. Regression Testing: Ensures that new updates do not disrupt existing

functionality.

Deployment and Configuration

1. Staging: Deploy all configurations to a staging environment for final validation.

2. Production Deployment: Use update sets or export/import mechanisms to move

changes to production.

3. Post-Deployment Checks: Monitor system logs and performance to identify and

address issues promptly.

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Security and Privacy
ServiceNow implements robust security protocols, including:

1. Role-Based Access Control (RBAC): Defines user permissions to protect sensitive

data.

2. Encryption: Encrypts data at rest and in transit using AES-256.

3. Compliance Standards: Aligns with regulations such as GDPR, HIPAA, and SOC
2.

4. Audit Logs: Tracks user activity for transparency and accountability.

How to Complete Internship Program?

Step-1: Create the Service Now Account.

You are requested to create the Service Now account as an initial step
to complete your self-learning courses and modules.

Step-2: Access the Learning Resources

Refer to the best resources listed under the learning resources tab to
explore the latest concepts and Industry updates.

Step-3: Attend the live sessions and complete the self-paced learning courses.

You need to attend the live sessions to gain hands-on experience on

the Now Learning Platform on Service Now. Refer to the self-paced learning
under the courses tab.

Step-4: Complete the Guided Project

Access the guided - project under the guided project tab by clicking
the Enroll Now button. This will open the project template with step-by-step
instructions to complete the project activities. The project template consists of
project milestones (Orange), project activities (Red), and reference links (Blue),
which will help you to complete the modules in a sequential manner.

Step-5: Access the Project Workspace & Update the Work Status

Access the project workspace, where you can find all the activities
and milestones given under micro projects in the form of Tiles. Move the status of
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 each card to review under Tasks & Progress (Kanban board) as you complete the
activity so that the mentor will be able to track your progress.

Step-6: Verification and get Completion Certificate

The associated mentor will review the modules completed by you,

through your registered email of Now Learning platform and if everything is done
perfectly, you are all set to receive your internship completion certificate.

Future Enhancements
ServiceNow's roadmap includes advanced capabilities, such as:

1. AI-Powered Automation: Improved machine learning algorithms for proactive

issue resolution.

2. Industry-Specific Solutions: Tailored modules for sectors like healthcare,

manufacturing, and finance.

3. IoT Integration: Enhanced support for edge devices and real-time data processing.

4. Improved Analytics: Advanced predictive modeling and data visualization tools.

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Conclusion
The ServiceNow Administrator course equips participants with the skills to excel in
ITSM roles, fostering innovation and efficiency in enterprise operations. By
adopting ServiceNow, organizations can transform their workflows, reduce
operational costs, and enhance customer satisfaction. The future of ServiceNow
lies in its ability to adapt to evolving technological trends, ensuring its continued
relevance in the IT ecosystem.

References
1. ServiceNow Official Documentation: https://docs.servicenow.com

2. ITIL Foundation: https://www.axelos.com

3. Articles on ITSM Best Practices: https://www.cio.com

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