ServiceNow

Module 1 : CLOUD COMPUTING BASICS

• 1. What is Cloud?
• 2. Private and Public Cloud
• 3. What is Sass and Pass

Module 2 : INTRODUCTION TO ITIL

• 1. Introduction to ITIL foundation
• 2. Benefits of ITIL standards
• 3. ITIL Approaches
• 4. Roles and responsibility of IT Help desk
• 5. Modules in ITIL

Module 3: SERVICE NOW OVERVIEW AND INTRODUCTION

• 1. Overview Of ITSM
• 2. Introduction of Service Now
• 3. What is Service Now?
• 4. Why and who can use Service Now
• 5. History of Service Now
• 6.Service Now Features
• 7.Service Now Objectives
• 8. Service Now Lifecycle
• 9. Architecture of ServiceNow
• 10. Service Now Market Trends
• 11. Prerequisites for Service Now
• 12.Agile Methodology
• 13. Navigation and users
• 14. Helpful portals, releases

Module 4: ACCOUNT CREATION AND UI COMPONENTS

• 1.How to create a development account in service now
• 2.Requesting for instance
• 3.Difference between UI 15 and UI16
• 4.User interface all features

Module 5: FORMS AND LIST

• 1. What is form & Records?
• 2. Form Header and Fields
• 3. Configuring Personalizing forms
• 4. Difference between Forms and Lists
• 5. Filter and Search conditions in lists
• 6. Condition Builder
• 7.Context Menus
• 8. Personalizing and Customizing Lists

Module 6: PLUGINS

• 1. What is plugin?
• 2. Predefined plugins installed in service now
• 3. Activating plugins
• 4. Upgrading
• 5. ITOM plugins

Module 7: TABLES AND FIELD AND COLUMNS

• 1. What is table?
• 2. Out of the box Tables
• 3. Extended table and referenced tables
• 4. Schema Map
• 5. Creating custom table

Module 8: CORE CONFIGURATION OF SERVICE NOW FORMS AND LISTS

• 1. Forms and Lists
• 2. Designing form and Lists
• 3. Customization and Personalization
• 4. Different ways in filter condition
• 5. Creating and removing the sections
• 6. Creating fields
• 7. Create, design, and customize forms
• 8. Add/Remove fields from forms and tables
• 9. Write, test, and debug client-side scripts for desktop and mobile
• 10. Write, test, and debug server-side scripts

Module 9: USER ADMINISTRATION

• 1. Creating users and groups and roles
• 2. Configure User Accounts
• 3. Assign roles to users and assign them to groups
• 4. Licensing

Module 10: INTRODUCTION TO KNOWLEDGE

• 1. Introduction to knowledge
• 2. Creating Knowledge articles
• 3. Importing them into service now
• 4. Review and Publishing articles
• 5. Retire the articles

Module 11: SERVICE CATALOG

• 1. What is Service Catalog
• 2. Create Service Catalogs
• 3. Create Categories
• 4. Create Catalog Item
• 5. Types of Variables
• 6. Create Variable and Variable Sets
• 7. Creating Variable Attributes
• 8. Working with Reference Qualifier
• 9. Creation of Order Guides
• 10.Creation of Record Producers
• 11. Workflow Administration
• 12. Execution Plans
• 13. Perform workflow activities and administration
• 15. Catalog UI policy

Module 12: IMPORT SETS

• 1. What are import sets?
• 2. Load the data
• 3. Create the transform map
• 4. Transform map Scripting
• 5. Fields mapping assist Run transform
• 6. Coalesce key
• 7. Multiple Coalesce
• 8. Data importing into sys_user table
• 9. Working with JDBC

Module 13: SYSTEM UPGRADES

• 1. Introduction to system upgrades
• 2. View upgrade history and status
• 3. Best practices
• 4. Homepage administration
• 5. System Administration Best Practices

Module 14: CREATE SLA SCHEDULE

• 1. SLA and OLA and UP
• 2. SLA Definitions
• 3. SLA Properties
• 4. Attach SLA to tasks
• 5. Types of SLA
• 6. Data Lookup Tables
• 7. Working with SLA Start, Stop, Pause
• 8. Working with Retroactive Start and Pause

Module 15: EVENTS AND NOTIFICATIONS AND SCHEDULED JOBS

• 1. How to register the events
• 2. Types of notification
• 3. Send notifications
• 4. Email notification and SMS
• 5. Introduction to scheduled jobs
• 6. Scheduled Job log
• 7. Send Notification through business Rules
• 8. Scheduled reports

Module 16: ACCESS CONTROL LIST

• 1. What is ACL?
• 2. Creating ACL Rules
• 3.Create Read, Write and Create ACL on table and field level
• 4. Debug ACLS
• 5. Write ACL Scripts
• 6. Concept of privileged system admin

Module 17: WORKING WITH REPORTING

• 1. Create the reports
• 2. Scheduling reports
• 3. Bar charts
• 4. Pie Charts
• 5. Legends
• 6. Advanced reporting features

Module 18: CONFIGURING DICTIONARY

• 1. Creating Fields and labels
• 2. Working with dictionary record

Module 19: SDLC & AGILE METHODOLOGY

• 1. What is Agile?
• 2. What scrum and Sprints
• 3. How to create story and assigned to Developers

Module 20: APPLICATIONS ARE COVERED

• 1. Incident Management
• 2. Problem Management
• 3. Change Management
• 4. Knowledge base
• 5. Release management
• 6. Aglie Management
• 7. Self Service Application
• 8. Service Catalog
• 9.Asset Management
• 10. Configuration Management