ServiceNow

Servicenow is described as a cloud-based enterprise application platform which offers everything-as-a-service, It has a huge list of services including marketing, finance, field operation, platform as service, and many more. It plays an important role in the market of IT service, IT business, and IT operations Management applications.

1.INTORODUCTION

• introduction to service now instances & Process
• SNC Navigations
• Forms, Lists and Tablets

2. Basic Forms and List Modifications and Administration

• Personalizing Forms
• Creating new sections in forms
• Personalizing Lists and List controls
• Introduction to Different types of Fields
• Dependent choice field creation

3. Configuring Users and Groups Administration

• Users
• Groups
• Roles
• Roles tagging to users and groups

4. Tables & Columns and Administration

• Introduction to schema , schema map,creating tables adding fields etc,
• Auditing tables and fields
• Recovering deleted data

5. Applications and Modules Administration

• Creating and modifying applications and Modules and other related activities
• Limiting access of application and modules to specific set of roles

6. Introduction on Different Modules

• Incident Management
• Problem Management
• change Management
• Service Level Management

7. Change Management

• Different types of change requests and their significance
• Change Types and Respective workflows
• Risk Assessment Plugin activation
• Risk Questionnaires configuration and defining thresholds and conditions

8. Service Level Management

• SLA definations and triggering conditions
• SLA schedules
• Retroactive start usage in SLA
• SLA workflow and Notifications on breach

9. Service Catalog

• Introduction to items and Catagories
• Introduction to variables and Variable Sets.
• Creating workflows
• Associating workflows to items

10. Email Notifications and Events

• Email notifications creation (when to trigger, whom to trigger, what content to send)
• Templates utilization in email notifications
• Events creation
• Email notifications through events
• Email notifications in workflow via notification and events
• Send to event creator usage
• Debugging mail sending issues

11. Import sets and Transform Maps

• Data load through Excel
• Transform Mapping ( Auto and Manual mapping)
• Scheduled Imports

12. CMDB and Discovery

• CMDB purpose in incident & problem & change request
• Data load using import sets into CMDB
• Different ways how data come into CMDB(importsets, discovery,3rd party CMDB integration)
• Discovery purpose
• Help the helpdesk in Service now
• How to enable Discovery in Snow

13. Scripting

• Client Side Scripting
• Client Scripts (Intro , How to write and use)
• UI Policy ( Intro,How to write and use)
• UI Scripts
• UI Page
• UI Macros

Server Side Scripting

• UI Actions (Intro , How to write and use)
• Business Rules and Global Business Rules (Intro , How to and use )
• Script Include
• Background scripts

14. Update Sets

• Introduction to update set
• Creating an update set
• Using an update set
• Creating update source
• Retrieving update sets
• Moving changes between instances
• Advantages and best practices

15. Reports, Gauges and Homepage

• Creating Quick reports from lists
• Creating Reports , Gauges and Homepages
• Various types of reports and usage
• Scheduling reports

16. Integration with ServiceNow

• LDAP Integration
• SSCO Integration
• Discovery Integration
• MID service Integration
• SAP Integration with ServiceNow
• ServiceWatch integration with ServiceNow

17. Service Portal

• Widget
• Page
• New Portal