Course Content

1. Introduction to Service-Now

a. Tool Introduction
b.   Releases
c.   User Licenses
d.   Using Wiki and Community

2. Service-Now Login and Home page

a. Logging into SERVICE-NOW.COM instance
b.   ServiceNow Dashboard

3. Service Now ITSM Modules

3.1 Incident Management

a. How to create Incident
b.   Resolve incident
c.   Lifecycle of Incident

3.2 Change management

a.  Lifecycle of CM
b.   Workflows attached to the CM

3.3 Problem Management

a.   Lifecycle of PM

3.4 Configuration Management

a.   Classes in CMDB
b.   Mapping Configuration Item to Asset Records
c.   Loading the CI’s into Service-Now
d.   Relating Configuration items
e.   BSM View

4. Basic administration & Development Activities

a.   Form Layouts and list layouts
b.   Adding Users to Groups
c.   Granting Roles to Users
d.   Introducing Applications and Modules
e.   Creation of tables and Modules
f.   Creating tickets and raising Requests
g.   Creating SLA’s
h.   Customizing Home Pages

5. Advanced administration & Development Activities

a.   UI Policies
b.   Notifications
c.   Dictionary Entries and Overrides
d.   Data Policies
e.   List Control and Calculations
f.   Exporting the Data from Service-Now.
g.   Update sets imports and Exports.
h.   Scheduling Jobs

6. Scripting

a.   Client Scripts
b.   Business Rules
c.   UI Actions
d.   Script Includes

7.Service catalog

a.   Creating Catalog Items using Variables and Variable sets
b.   Creating Record Producers
c.   Design the flow using Workflow.
d.   Add Approval Process to the Workflow
f.   Creating Execution Plans
g.   Define Stages
h.   Writing Catalog Client Scripts and Catalog UI Policies
i.   Order Guides

8.Workflows

a.   Creating Workflows on different tables
b.   Approvals using workflows
c.   Using Different Activities in workflows

9.Email Notifications

a.   Create Notifications on any Table
b.   Trigger Notification from a script
c.   Create Events
d.   How to Trigger Events
e.   Inbound actions
f.   Watermarks

10.Reporting

a.   Bar Charts, Pie Charts, List Reports, Pivot Tables
b.   Using scripting in Reporting
c.   Scheduling Reports
d.   Making Gauges and adding to home pages

11.Import sets

a. Loading Data of different Formats
b.   Using Data Sources
c.   Using Transform Maps and Transform scripts

12.Update Sets

a.   Creating an Update set
b.   Complete Update set
c.   Export & Import Update sets
d.   Move update sets from instance to other

13.Plugins

a.   Activate plugins
b.   Submit requests to HI Support for Upgrades

14. Integrations

a.   Webservices
b. LDAP Integration

15.Any Other Miscellaneous Topics

15.1 ServiceNow Admin Certification Overview

15.2 Overview of the ServiceNow Scripting Best Practices

15.3 Exercise session based on ServiceNow Admin Official Training Guide