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Introduction to ITIL and ITSM

Introduction to Service Now

  1. Introduction to service now instances & Process& versions
  2. SNC Navigations
  3. SNC Applications and Modules
  4. Forms, Lists and Tables

Tables & Columns and Administration

Basic Forms and List Modifications and Administration

  1. Personalizing Forms
  2. Creating new sections in forms
  3. Personalizing Lists and List controls
  4. Introduction to Different types of Fields
  5. Creating New Views

Configuring Users and Groups and Administration

  1. Users& Delegating users & VIP users
  2. Groups
  3. Roles
  4. Roles tagging to users and groups

Applications and Modules Administration

  1. Creating and modifying applications and modules and other related activities
  2. Limiting access of Applications and modules to specific set of roles

Introduction on different Modules

  1. Incident Management
  2. Problem Management
  3. Change Management and it’s workflows
  4. Service Level Management
  5. Knowledge & Asset Management
  6. Configuration Management DataBase (CMDB)

Change Management

  1. Different types of change requests and their significance
  2. Change Types and Respective workflows
  3. Approvals debugging in workflows

Service Level Management

  1. SLA definitions and triggering conditions
  2. SLA schedules
  3. Excluding and Including holidays in Schedules
  4. Retroactive start usage in SLA
  5. SLA workflow and Notifications on breach

Service Catalog

  1. Introduction to Items, Categories& Catalogs
  2. Record Producers vs Catalog Items
  3. Introduction to Variables and Variable Sets.
  4. Creating workflows and attaching the workflows to the Catalog items
  5. Associating workflows to other tables.

Email Notifications and Events

  1. Email notification creation(when to trigger, whom to trigger, What content to send)
  2. Templates utilization in email notification& Notification Scripts
  3. Events creation
  4. Email notification through events
  5. Email notification in workflow via notification and events

Import sets and Transform Maps

  1. Data load through excel
  2. Transform Mapping(Auto and Manual mapping)
  3. Data source creation (like excel,csv)
  4. Utilizing data source in Data loads
  5. Scheduled Imports

Scripting

  1. Client Side scripting
  2. Client Scripts (Intro, How to write and use)
  3. UI Policies (Intro, How to write and use)
  4. Server Side scripting
  5. UI Actions (Intro, How to write and use)
  6. Business Rules and Global Business Rules (Intro, How to write and use)

Script Includes

Update Set& Update Sources

  1. Introduction to update set
  2. Creating an update set
  3. Using an update set
  4. Creating update source
  5. Retrieving update sets
  6. Moving changes between instances
  7. Errors skipping and checking
  8. Advantages and best practices

Reports, Gauges and Homepage

  1. Creating Quick reports from lists
  2. Creating Reports, Gauges and Homepages
  3. Various types of reports and usage
  4. Scheduling reports
  5. Report Administration

Creating Inbound Email Actions

  1. Email to ticket creation

Creating Schedule Jobs

Access Control Rules (ACL)

Introduction to CMDB & CI

Relationship between the different CI’s

Usage of MID Server&SSO &LDAP Process

  1. Bringing the Active Directory users information in the ServiceNow
  2. Updating the records in the ServiceNow

Introduction to CMS Portal (Older Version)

  1. Creating a New Site
  2. Creating Different Pages in ESS Portal
  3. Bringing the Catalog items& Record producers in ESS Portal
  4. Creating Iframes

Introduction to Service Portal (Newer Version)

  1. Creating a New Site
  2. Creating Different Pages in Service Portal
  3. Bringing the Catalog items& Record producers in Service Portal

Introduction to Web services (REST, SOAP)

  1. Creating a Connection between the 2 ServiceNow Instances using web services.
  2. Transfer the Data from One instance to another Instance