Servicenow

1. Administration

Introduction to ITIL

Introduction to ITSM

SLA’s and OLA’s

Introduction to Service-Now

Tool Introduction

Current Competitors

Releases

License Model

Using Wiki and Community

Tool Basic administration

Configure Navigation, Search and UI Options

Customizing Home Pages like ITIL, Self Service

Manage Form Layouts and list layouts

Adding Users to Groups

Granting Roles to Users

Introducing Applications and Modules

Core- Configuration

UI Policies

Client Scripts

Data Policies

Business Rules

UI Actions

Notifications

Dictionary Entries and Overrides

List Control and Calculations

Exporting the Data from Service-Now

Update sets imports and Exports

Scheduling Jobs

Creation of tables and Modules

Creating tickets and raising Requests

Creating SLA’s

Servicenow Reporting

Understand Servicenow Data model for Reporting

Bar Charts, Pie Charts, List Reports, Pivot Tables

Using scripting in Reporting

Scheduling Reports

Import sets

Loading Data of different Formats

Using Data Sources

Using Transform Maps and Transform scripts

2. Development

Scripting Introduction

Servicenow Scripting Overview

Preparing to Script

Client Scripting

Client Scripts (g_form and g_user)

Client Script debugging

Reference Objects

Script Versions

Business Rules

Business Rules Global Objects Current and Previous

Debugging

Display business rule and dot walking

Glide System Validations

Glide record (–Query, –Aggregates)

Managing Events

UI Actions

Client UI action

Server UI action

Client Server UI Action

Script Includes

Classes script include

Glide Ajax

Now date time

Jason Object

Workflows

Creating Workflows on different tables

Approvals using workflows

Using Different Activities in workflows

Workflow Scripting

Service catalog

Service Catalog Introduction – Maintain ITEM, Categories and Catalogs

Creating Catalog Items using Variables and Variable sets

Design Workflows for Requested ITEM

Set up User Criteria

3. Integrations

LDAP Integration (Active Directory)

SSO Integration (with Active Directory and OneLogin or Okta or Centrify)

Email Integration

Web Services

Servicenow to Servicenow Integration