SERVICE NOW

Course Overview:

ServiceNow offers everything-as-a-service cloud computing, including platform-as-a-service (PaaS) enterprise service management software for human resources, law, facilities management, finance, marketing, and field operations. ServiceNow specializes in ITSM applications and provides forms-based workflow application development. ServiceNow has integration options for platforms such as Salesforce, JIRA, SharePoint, and BMC Remedy Action Request System.

ServiceNow Course Content

Introduction to Service Now

• • What is Service Now
  • Why and who can use Service Now
  • Concept of cloud computing in Service Now
  • Introduction to ITIL foundation
  • Navigation and users
  • Helpful portals, releases

Customize Homepage

• • Creating Gauges
  • Define CSS properties, UI Properties
  • Change visibility of Homepage and banner

Tables, Form, Dictionary

• • C
  • reating Application, module
  • Creating table
  • Personalizing form and table layout
  • Creating Section,
  • View
  • Dictionary entries
  • Dictionary overrides
  • Reference qualifiers
  • Related lists

Update set’s Creation

• • Creating an update set
  • Merge update set
  • Retrieve Update set in another instance

Creating workflow

• • Workflow editor and workflow scripts
  • Workflow activities and workflow context
  • Workflow stages, transitions

Service catalog management

• • Use of service catalog, back end execution
  • Creating catalog item, record producer, order guide
  • Create RITM and catalog task
  • Attaching workflow to catalog items

Importing data in Service Now

• • Data sources,
  • XML import
  • Transform maps,
  • Scheduled data import
  • Import sets
  • Transform scripts
  • Data load automation

User Administration

• • Creating groups
  • Users and Departments
  • Concept of delegation
  • Customizing user profile
  • Roles & group membership
  • Fetch detail of logged in user

Email Notification

• • Defining a Template
  • Define notification
  • Email logs
  • Introduction to SMTP and POP mail servers
  • Trigger email on event

Create SLA & Schedule

• • SLA Definitions
  • SLA Properties
  • Attach SLA to tasks
  • Create schedule and child schedule

Scheduled Jobs

• • Introduction to scheduled jobs
  • Scheduled Job log
  • Scheduled reports

Access Control List

• • Create Read, Write and Create ACL on table and field level
  • Debug ACLS
  • Write ACL Scripts
  • Concept of privileged system admin

Content Management (CMS)

• • Creating site, page
  • Dynamic content block
  • Define Header, theme, style sheet
  • Creating UI page, UI macros

Introduction to Web service

• • Introduction to web services
  • SOAP Messages

Debugging

• Personalize users
• Debugging Business Rule
• Debugging ACL
• Background scripts