ServiceNow Training Course

1.Introduction to Service Now
• What is Service Now
• Why and who can use Service Now
• Concept of cloud computing in Service Now
• Introduction to ITIL foundation
• Navigation and users
• Helpful portals, Service-Now Releases & platform.
• Users (Admin, ITIL & ESS).

2.Incident Management
• Overview
• Incident management process
• Continual service improvement to incident management

3.Change Management
• Overview
• Change management process (Raising, planning and Authorize)
• Change management workflow and change task
• Continual service improvement to change management

4.Problem Management
• Overview
• Problem management process (identify, Investigate, Resolve)
• Problem management workflow and problem task types
• Continual Service improvement to problem management
• Context menu

5.Asset and Configuration management
• Introduction to CI and Asset
• Class and category CI
• Model and type of assets
• CMDB Plug-in and CI Relationships

6.Knowledge Management
• Overview
• Knowledge Management Roles
• Application and Modules
• Using Knowledge
• Creating Knowledge
• Translating Knowledge
• Tracking and Reporting on Knowledge

7.SLA & SDLC
• Introduction to SLA,OLA and UPC.
• SLA Workflow.
• Service Level Agreement.
• SDLC In Service now.
• SLA Definitions.
• SLA Properties.
• Attach SLA to tasks.
• Create schedule and child schedule.
• OLA & Underpinning contract SLA’s.
• Association of Time zone & Schedule with SLA’s

8.Customize Homepage
• Creating Gauges.
• Define CSS properties, UI Properties.
• Change visibility of Homepage and banner.
• Adding Gauges on Homepages (Admin, ITIL & Self).
• Adding Report on Homepages.
• List Layout Changes of Homepages.

9.Tables, Form, Dictionary
• Creating Application, module
• Creating table
• Personalizing form and table layout
• Creating Section,
• View
• Dictionary entries
• Dictionary overrides
• Reference qualifiers
• Related lists

10.Update set’s Creation
• Creating an update set
• Merge update set
• Retrieve
• Update set in another instance.
• Preview & Committing of update set.
• Importing & Exporting XML of Update set.

11.Scripting:
• Client Script
• Business Rule.
• AJAX Script.
• Script Include.
• UI Action & UI Policy.

12. Creating workflow
• Workflow editor and workflow scripts
• Workflow Activities and workflow context
• Workflow stages, Transitions.

13.Service catalog management
• Use of service catalog, back end execution
• Creating catalog item, record producer, order guide
• Create RITM and catalog task
• Attaching workflow to catalog items.
• Approval Configuration & SLA’s associations.
• Series & parallel catalog task creations.

14. Importing data in Service Now
• Data sources
• XML import
• Transform maps,
• Scheduled data import
• Import sets
• Transform scripts
• Data load automation

15.User Administration
• Creating groups
• Users and Departments
• Concept of delegation
• Customizing user profile
• Roles & group membership
• Fetch detail of logged in user.
• Templates.
• Licensing management.
• Admin, ITIL & ESS user’s concept.
• Foundation data’s (Locations, Groups, Category, Subcategory etc…)

16. Email Notification
• Defining a Template.
• Define notification.
• Email logs.
• Introduction to SMTP and POP mail servers.
• Trigger email on event.
• Email properties.

17.Scheduled Jobs
• Introduction to scheduled jobs.
• Scheduled Job log.
• Scheduled reports.

18.Access Control List
• Create Read, Write and Create ACL on table and field level
• Debug ACLS.
• Write ACL Scripts.
• Concept of privileged system admin(Security Admin).

19.Content Management (CMS)
• Creating site, page.
• Dynamic content block.
• Define Header, theme, style sheet.
• Creating UI page, UI macros.

20.Introduction to Web service
• Introduction to web services.
• SOAP Messages.
• Inbound Configuration.
• Outbound Configurations.
• WSDL
• MID server
• Inbound & Outbound Response.
• Exception of Error handling.
• SOAP Envelop design.

21.Debugging
• Personalize users.
• Debugging Business Rule.
• Debugging ACL.
• Background scripts.

22.Integrations Details:
1) Web service (SOAP Messages).
• Inbound & Outbound Configurations.
• SOAP Envelop Design.
• Exception & Error handling.
• WS Import design.
2) SSO &LDAP Integration
3) SCCM Integration

Other Topics

-Update sets
-Homepages
-Email Notifications
-Outbound Email Actions
-Import sets
-Domain Seperation
-LDAP Integration
-Group ,user and Roles
-UI Pages