ServiceNow Training Agenda

ServiceNow Training Administration (3 Days)

Basics of Servicenow.com

What is Servicenow.com?
Login Process
Navigation and User Interface
Working with Applications and Modules

User Administration

User Account Creation in SNC

Group Creation and Allotment
Role Creation and Allotment
Setting up Company, Department and Locations

Implementation of Incident, Problem, Change and Knowledge Management

Managing an Incident Request

Moving an Incident to create a new Change Request
Moving an Incident to create a new Problem Request
Managing Change Request (RFC)
Managing Problem Request
Integrating Incident, Problem and Change with Knowledge

Implementation Configuration Management

Introduction to Configuration Item (CI)

Creation of CI
Managing Relationship between CIs
Business Service Map
Schema Map
Asset Management

Implementation of ServiceCatalog

Introductions Setup, formatting.

Maintain Categories and Items
Maintain Categories
Change Catalog UI Policies
Catalog Scripting

ServiceNow.com ITSM Platform Reporting

Introduction to Reports in ServiceNow.com ITSM Platform
ServiceNow.com Integration for Reports
Scheduled Email Delivery of Reports

Setting up Email Notification:

Inbound Emails
Outbound Emails

Using Import Sets:

Plugin Maintenance
Import Data (Import Sets)

Development/Implementation Training (Day 5- Day 6)

This Training will have all the topics from Administration Training as well.

Scripting and APIs

Client Side Scripting
Client Script
UI Policies Basic
UI policies Scripting
UI Script
User Scripting
Server Side Scripting
Business Rule
Script Include
Server Side UI Action
UI Actions advance
Glide-System
UI Macro
Setting up Email Notification:
Scripting in emails.

Implementation of ServiceLevel Management

Design SLA Framework

Monitor SLAs
Revise SLAs/OLAs
Schedule SLA and Scripting on SLA

Platform Administration:
Plugin Maintenance
Exporting Data
Migration Using Update Sets (working with One or more update sets)
Practical of all above and Workshop.

Advance Implementation Training

This Training will have all the topics from Administration Training + Advance Implementation
Training as well.

Day 7-Day 9(On Demand Only)

Integrations of ServiceNow using various technologies.
SOAP
JSON
XML
Static WSDL
Scripted Web-Services.
UI Pages-Advance Topics.

Workflow Development
1. Introduction of Workflow
2. Advanced Workflow Activities
Question on all the above.