Introduction to ITSM 

Incident Management

Problem Management and Change Management

Service Request Management

Configuration Management Database

SLA’s and OLA’s

Tool Introduction

Current Competitors 

Releases

User Licenses 

Using Wiki and Community

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 Group

Creating tickets and raising Requests 

Creating SLA’s

Performance Metrics

Perform core configuration tasks

Work with User Interface (UI) policies, data policies, UI actions, business rules and client scripts

Add users, groups and roles

Manage data with tables, the configuration management database (CMDB), import sets and update sets

Work with two key process applications: Knowledge Base and ServiceNow Service Catalog

Create workflow activities and approvals 

Configure alerts and notifications

View upgrade history and status

Control system access and data security

Create baseline performance metrics

Run reports, configure service level agreements (SLAs) and perform instance branding and customization

Integrate social IT elements and learn best practices

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

Capture class work in Update Sets to understand their purpose and movement

Learn how access to data is controlled within the framework of ServiceNow Contextual Security

Define Reference Qualifiers that direct the right data to the right users at the right time

Implement a Web Services API REST integration and learn about the possible data paths into ServiceNow

Coordinate service catalog elements, including user criteria, cart controls, and variables

Create a Record Producer

Implement new workflows that use a variety of activities to understand how records are generated from workflows

Define and use a database view as a report source, consider performance Best Practices, and try security controls that apply to reporting

Set system controls that direct the right data to the right users at the right time