1. Introduction to ServiceNow
1
What is cloud?
2
What is SAAS, PAAS, IAAS ?
3
Cloud Providers and their usage
4
ITSM in brief
5
Incident Management
6
Problem Management
7
Knowledge Management
8
Service Request
9
ITIL V3 & V4
10
Why ServiceNow?
11
ITBM
12
ITOM
13
Register ServiceNow instance
2. User Interface and Core Configuration
1
Table & Columns
2
Screen Elements
3
Search in ServiceNow
4
System properties
5
Home pages
6
Lists
7
Record identifier
8
List context menus
9
List filters
10
List Breadcrumbs
11
List Administration
12
Form Layout
13
Deleted Records
14
Creation of Table
15
Addition of new fields
16
Form Level changes
17
List view changes
18
Banner changes
19
Layout of instance
20
Deletion of records
3. User Administration
1
User
2
Group
3
Roles
4
Assigning User to group
5
Impersonation
6
Assigning roles
7
Best Practice
8
Out of Box roles
4. Data Management
1
Creating Tables
2
Tables and columns
3
Base Parent, child class tables
4
Schema Map
5
Dictionary Tables
6
Number Maintenance
7
Deleting tables
8
Import Sets
9
Data Source
10
Transform Map
11
Create Base Table& Child tables
12
Change Dictionary entry
13
Dictionary override
14
Create Number for custom table
5. Service Level Agreements
1
What Is SLA?
2
Types of SLA
3
Service Contract
4
Schedules
5
Business Elapsed Time
6
Reassignment
7
Actual Time Elapsed
8
Create schedules
9
Create SLA(s)
10
Create Response and Resolution SLA
11
Check Breach time
12
Verify SLA
13
Verify Duration
6. Incident Management
1
CI
2
Assignment Groups
3
Auto Assignment Rule
4
SLA changes
5
Reassignment
6
Priority Matrix
7
Configure Auto Assignment Rule
8
Configure SLA
9
Troubleshooting of Assignment
10
CI based rules
7. Change Management
1
Types of changes
2
Change Workflow
3
CAB
4
Create Change requests
5
CAB lead time, Change types, workflows, troubleshooting, change templates
8. Knowledge Management
1
Knowledge workflow
2
Knowledge Base
3
KM Manager
4
KM admin
5
Retiring KB articles
6
Knowledge Feedback
7
Publish article
8
Create Knowledge Base and categorize articles
9
Knowledge feedback
10
Knowledge custom workflow
9. CMDB CI
1
Classes
2
Schema Map
3
Parent and Child classes
4
Relationship creation
5
Business Application
6
Business Service
7
CMDB owner
8
CMDB admin
9
CMDB & Asset sync
10
Difference between Asset & CI
11
Customer CI creation
10. Service Catalog
1
Introduction to Service Catalog
2
Order Guide
3
Record Producer
4
Content Item
5
Out of Box Service Catalog
6
Create catalog
7
Create order guide
8
Create record producer
9
Create content item
10
Custom category, catalog, integration with ITAM
11. Workflow
1
Overview of Workflow
2
Core Activities of Workflow
3
Creating custom Workflow
4
Email Notifications
5
Event Based Notification
6
State based Notification
7
Create custom workflow for Service Catalog
8
Create events
9
Create notification activity
12. Reporting
1
Report creation
2
Report sharing
3
Types of reports
4
Trend Based report
5
Report sharing for User & Groups
6
Adding report to HomePage
13. Update Sets
1
What are Update Sets?
2
Merge Update Sets
3
Update Source
4
Update Set Movement
5
Create Update sets
6
Update Set movement
7
Update set merging
14. Scripting in Service Now
1
Where to script in ServiceNow?
2
Client side and server side scripting.
3
Data Policy
4
UI Actions
5
Client script(Overview)
6
Business Rule(Overview)
7
Events and Notifications
8
UI Policy
9
When to Use Policy and when Script
10
Difference between data & UI policy
11
Types of client script
12
Best Practices
13
Types of Business rule
14
Reference Qualifiers
15
Scheduled Jobs
16
UI policy creation
17
UI policy with and without scripts
18
Client scriptstypes and creation of each type on a table
19
Service Catalog changes through policies
20
Select CI for incident
21
Create UI actions for Knowledge Validation
22
Parent and Child behaviour through Async BR
23
Query BR
24
On Cell Edit & OOB data policy
25
Select CI for incident
26
Retire Knowledge articles
27
Create notification based on User Expiry date to their managers
15. API’s in Service Now
1
Glide System
2
Glide Date And Time
3
Glide Record
4
Glide Aggregate
5
Glide User
16. Script Include
1
Creation of Script Include
2
Calling of script Include
3
Glide Ajax
4
Create Util to demonstrate Glide APIs
5
Create Util to get User data
17. Scheduled Job
1
Scripting in Scheduled Job
2
Create a scheduled job for Retired KB article
18. Scheduled Reports
1
Creation of Schedule report
2
Create a scheduled report
19. Email Notifications
1
Email Template
2
Email Scripts
3
Create email notifications
4
Mail Script Logic & HTML embedding
20. ACLs
1
Row & Field level
2
CMDB table, field ACLs
3
Debugging ACL
21. Background Scripts
1
Creation of Background scripts
22. Fix scripts
23. ServiceNow Integration
1
What is Integration?
2
Types of Integration
3
Scripted REST API’s
4
SOAP Integration
5
LDAP integration
6
All kind of integrations assessment
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