Servicenow class Training
By
Dheeksha Technologies

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
• Surveys
• Domain Seperation
• Plugins
• Dictionary Entries and Overrides
• Data Policies
• ACL
• Exporting the Data from Service-Now
• Update sets
• Import sets

Scripting

• Business Rules
• Client Scripts
• UI Actions
• Script Includes
• Scheduling Jobs
• Event management
• Events
• Alerts
• Mid server

Reporting

• Bar Charts
• Pie Charts
• List Reports
• Pivot Tables
• Scheduling Reports
• Making Gauges

Cloning and Upgrades

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

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
• Creating Record Producers
• Design the flow using Workflow
• Creating Execution Plans
• Writing Catalog Client Scripts and Catalog UI Policies
• Basic knowledge of Service portal

Workflows

• Creating Workflows on different tables
• Approvals using workflows
• Using Different Activities in workflows

Integration:

SOAP, REST, LDAP Integration

Service now to third party tool  Integrations

Additional Work:

• SeriviceNow Administrator Certification
• Project work for 2weeks

Attendees will learn how to:

• Perform core configuration tasks
• Work with user interface (UI) policies, data policies, UI actions, business rules and client scripts
• Add users, groups and roles
• Work with two key process applications: Knowledge Base and ServiceNow Service Catalog
• Create workflow activities and approvals
• Configure alerts and notifications
• View upgrade history and status
• Control system access and data security
• Create baseline performance metrics
• Run reports, configure service level agreements
• (SLAs) and perform instance branding and
• customization
• learn Best Practice