INTRODUCTION TO ITIL
• Introduction to ITSM
• Incident Management
• Problem Management and change management
• Service Request Management
• Configuration Management Database
• SLA’s and OLA’s
INTRODUCTION TO SERVICENOW
• Tool Introduction
• Current Competitors
• Releases
• User Licenses
• Using Wiki and Community
BASIC ADMINISTRATION
• Customizing Home Pages
• Form Layouts and list layouts
• Adding Users to Groups
• Granting Roles to Users
• Introducing Applications and Modules
• Creation of tables and Modules
• Creating tickets and raising Requests
• Creating SLA’s
• Performance Metrics
ADVANCED ADMINISTRATION
• UI Policies, Notifications
• Dictionary Entries and Overrides
• Data Policies
• List Control and Calculations
• Exporting the Data from Service-Now
• Update sets imports and Exports
• Scheduling Jobs
SCRIPTING
• Business Rules
• Data Policies
• Client Scripts
• UI Policies
• UI Actions
• Script Includes
• Glide Record
• Glide Ajax
• Jelly Scripting
REPORTING
• Bar Charts
• Pie Charts
• List Reports
• Pivot Tables
• Using scripting in Reporting
• Scheduling Reports
• Making Gauges
CLONING AND UPGRADES
• Need For cloning and ways to implement it
• Pre-Cloning and Post closing
• Upgrading the instance for new Release
• Pre-Upgrade and Post Upgrade
INTEGRATIONS
CONFIGURATION MANAGEMENT
IMPORT SETS
SERVICE CATALOG
WORKFLOWS
MID SERVER INSTALLATION
ATF (AUTOMATE TEST FRAMEWORK)
INTEGRATIONHUB
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