Course Name: ServiceNow

Syllabus:

ServiceNow Training Course Details:

Introduction to ITIL

• Introduction to ITSM
• Incident Management
• Problem Management and change management
• Service Request Management
• Configuration Management Database
• SLA’s and OLA’s

Introduction to ServiceNow

• Tool Introduction
• Current Competitors
• Releases
• User Licenses
• Using Wiki and Community

Basic Administration

• Customizing Home Pages
• Form Layouts and list layouts
• Adding Users to Groups
• Granting Roles to Users
• Introducing Applications and Modules
• Creation of tables and Modules
• Creating tickets and raising Requests
• Creating SLA’s
• Performance Metrics

Advanced Administration

• UI Policies, Notifications
• Dictionary Entries and Overrides
• Data Policies
• List Control and Calculations
• Exporting the Data from Service-Now
• Update sets imports and Exports
• Scheduling Jobs

Scripting

• Business Rules
• Client Scripts
• UI Actions
• Script Includes

Reporting

• Bar Charts
• Pie Charts
• List Reports
• Pivot Tables
• Using scripting in Reporting
• Scheduling Reports
• Making Gauges

Cloning and Upgrades

• Need For cloning and ways to implement it
• Upgrading the instance for new Release

Integrations

• Web Services: Direct Web Services
• Transform Map Web Services
• Scripted Web Services
• Email Integration: Inbound Actions
• Event Registry
• Creating and Triggering Event

Configuration Management

• Classes in CMDB
• Mapping Configuration Item to Asset Records
• Loading the CI’s into Service-Now
• Relating Configuration items

Import Sets

• Loading Data of different Formats
• Using Data Sources
• Using Transform Maps and Transform scripts

Service Catalog

• Creating Catalog Items using Variables and Variable sets
• Creating Record Producers
• Design the flow using Workflow
• Creating Execution Plans
• Writing Catalog Client Scripts and Catalog UI Policies

Workflows

• Creating Workflows on different tables
• Approvals using workflows