Service-Now Administration Training Program Content

1.       ITIL & Service-Now Basics           

·         ITIL Overview           

·         ITIL Phases (Incident/ Problem / Change Management)         

·         ITSM Tool Overview

·         ServiceNow Introduction and Overview

·         Service-Now application architecture

·         ServiceNow Instances

·         Service-Now License              

2.       Understand Service-Now System            

·         Service-Now Portal Introduction       

·         How to work with Service-Now Portal            

·         Service-Now IT /Admin View Introduction    

·         ServiceNow Form, List, Field, Search and UI Options

·         Manage List, Filter and form               

·         Work with Service-Now tickets as an Admin or support person           

3.       User Administration & Security Methodology   

·         Introduction of User and Groups      

·         Configure users and groups

·         Working with user role         

·         High Security Plugin

4.       System Table, Reports, SLA and knowledge article 

·         Introduction of Service-Now system tables  

·         Understand Table Schema   

·         Introduction of Dictionary   

·         Introduction on Reports Application

·         Understand Reports Application Role             

·         Create New Report

·         Schedule reports     

·         Report Sources         

·         Report Ranges          

·         Report Templates   

·         Dashboards

·         Limitation of Service-Now Reports  

·         SLA Introduction     

·         Create New SLA       

·         SLA trigger conditions           

·         Attach with SLA with tasks   

·         Create SLA for different time zones 

·         Knowledge Management Introduction          

·         Knowledge Management Roles         

·         Create Knowledge Article    

5.       Core Application Administration and Maintenance         

·         Service-Now upgrade introduction

·         How to upgrade service-now versions         

·         Point to remember during Service-Now version upgrade     

·         System Cloning Introduction            

·         Cloning of Service-Now      

6.       Configuration management database   

·            Introduction of CMDB       

·            Why CMDB is important   

·            Working with new configuration items      

7.       Service-Now application development and customization Overview      

·            Update set Introduction   

·            Create new update set      

·            Working with update set XML        

·            Update Source     

·            System Rules and properties          

·            Service catalog Overview

·            Order Guide Overview

·            Record Producer Overview

·            When to use scripting

·            Client Script

·            Server Side Script 

·            Workflow Introduction

Schedule and attend free demo here

http://www.svsoftsolutions.com/courses_servicenow.aspx

USA: : +1-845-915-8712

India: +91-9642373173

Website: http://www.svsoftsolutions.com