Core topics of ServiceNow Training

1. Introduction to Service-now
1. What is Service-now?
2. What is SaaS?
3. What is PaaS?
4. Browser supportability
5. Logging in to Service-now
6. Introduction to Cloud

2. Basic Administration
1. User Administration
2. Granting Roles
3. Creating tickets and raising Requests
4. Creating Menus
5. Form Layouts and list layouts
6. Introducing Applications
7. Creating Modules
8. Customizing tables
9. Dictionary Entries and Overrides
10. List Controls

3. Advanced Administration
1. UI Policies
2. UI Actions
3. Access Controls (ACLs)
4. Dictionary Entries
5. Email Notifications
6. Import sets
7. Data Polices
8. Business Rules
9. Client Scripts
10. Transform Maps
11. Scheduled jobs
12. Loading Data of different Formats
13. Creating incidents and change using record producers
14. Creating Order Guides.

4. Customization
1. Creating Custom Table
2. Creating custom application
3. Creating Fields and Menus
4. Creating Workflows
5. Approval Mapping
6. Using other workflow activities
7. Creating Service Catalog
8. Creating Service Level Agreements and Operational Level Agreements
5. Integrations
1. Basics of LDAP Integrations for User Import
2. Overview on Web Services
3. I) Direct Web Services
4. II) Transform Map Web Services
5. Overview on MID Server Installation

6. Reporting
1. Bar Charts, Pie Charts, List Reports, Pivot Tables
2. Scheduling Reports
3. Making Gauges

7. System Upgrades
1. Needs for cloning and ways to implement
2. New Releases
3. New Features

8. ITIL Process
1. Overview on Incident Management
2. Overview on Change Management
3. Overview on Problem Management
4. Overview on Knowledge Management
5. Overview on Service Catalog

9. Configuration Management
1. Classes in CMDB
2. Mapping Configuration Item to Asset Records
3. Relating Configuration items

10. Content Management

1. Introduction to CMS
2. Creating Sites
3. Creating Pages
4. Login Rules

ITSM Modules experience

 Incident Management
 Problem Management
 Change
 Knowledge
 SLA
 Service Catalog
 Customer Service Management
 Project Portfolio
 Contract Management
 Governance and Risk Compliance
 Demand Management
 Survey Management
 Service Portal

Non ITSM Experience

Integrations experience :

Integration with Monitoring tools – Nim soft and CASOI integration

Data Migration Project : API or Manually data import

 HPSM to Service now

 Remedy to Service now
 CA to Service now

LDAP and SSO Experience

Scripting:

Tables Creations

Field Creation

 UI policies
 Client scripts,

1) OnLoad,

2) OnSubmit

3) OnChange

4) OnCellEdit

 Glide Record
 Glide System
 Glide Form
 Business Rules
1. I) Before

2) After

3) Async
 4) Display


 Data Policies, Access Control, Notification mail scripts,
 Schedule jobs, Script Include, Creation of dynamic reference Qualifier
 UI actions, Views, View Rules, catalog client script
 catalog UI policy, workflows
 catalog items, record producer, Inbound actions, Templates,

Relationships:
 Dictionary override, defining field attribute
 Business Rules, field styles.
 Email to ticket conversion.