ServiceNow Training

Iface (UI) elements used by ServiceNow

ITIL/ITSM BASICS    Incident – Change – Problem

UI Essentials:

• Identify the User InterEfficiently navigate the User Interface (UI)
• Customize instance and screen components
• Configuration Essentials
• Create, manage, and personalize lists, forms, and fields
• Create and apply filters
• Work with breadcrumbs
• Activate plugins

User Administration 

• Perform User Administration
• Add and configure new user accounts
• Modify existing user accounts
• Establish groups and assign users to groups
• Define and apply roles

Data Management

• Tables
• Work with existing tables and records
• Define new tables – Extend tables
• Explain table relationships
• View a Schema map
• Import Sets
• Define an import set
• Create new Import Sets
• Load data and create a transform map
• transform map Scripts

CMDB

• Identify the Configuration Management Database (CMDB)
• Add and map Configurations Items (CIs)
• Navigate Business Service Management (BSM) Maps

The Service Automation Platform

Knowledge Base

• Define Knowledge Base
• Create a Knowledge Base article
• Search the Knowledge Base

Service Catalog

• Identify Service Catalog major components
• Differentiate Service Catalog Requests, Items, and Tasks
• Create a Service Catalog item with record producers and variables
• Create a Service Catalog item, Order Guide

Workflows

• Use the Workflow Editor
• Open, checkout and edit existing workflows
• Update Change work flow as per requirement
• Create a new Service Catalog Workflow with approvals and tasks
• Create and modify Workflow stages
• Identify and select appropriate Workflow activities
• Publish and test Workflows

SLA

• Define Service Level Agreements (SLAs)
• Identify the three types of SLAs
• Make changes to existing SLAs
• Create new SLAs
• Monitor actions in an SLA Workflow

Reporting

• Run existing reports
• Create and modify reports
• Create and modify homepages

Core Application Development

• Policies and Interactions
• Create and modify UI Policies and UI Policy Actions
• Create and modify UI Actions
• Create a Business Rule
• Script Includes
• Create a Client Script
• Catalog UI policies
• Catalog Client Scripts
• Transform Map Scripts
• Application Security
• Create an Access Control (ACL)
• Provide Application and Module Access for a specified role
• Events and Notifications
• Form Based Notofications
• Event Based Notification
• Configure and send an email notification

Ongoing Maintenance

• Update Sets
• Describe the process to create, complete, retrieve, preview, and commit update sets
• Integration with SQL
• Install Mid Server
• Create a Data Source
• Integrate with MySQL
• Integration using WebService
• Simple Inbound Web Services – Testing with SOAP UI

About the Trainer:

Service Now – Administration
Certified implementation specialist – Service management
Certified implementation specialist – Discovery