Service Now Administration

Service Now Administration

Service Now Administration

Day 1 – Servicenow Basics

  • What is Servicenow
    • Servicenow Architecture & applications in brief
    • How does ServiceNow work
  • ServiceNow Homepage
    • Identify Servicenow user interface and key elements
    • Filter, breadcrumb, Content Pane
    • Navigation and Search
  • Role Based scenarios
    • End User , IT User and Administrator Role
  • Lab
    • How to create incident
    • How to enable new UI and create bookmark

 

Servicenow Administration

Day 1 – Basics [as covered above]

Day 2

  1. Lists and Forms
    1. Define list and use list controls
    2. Define form and use form controls

LAB

    1. Personalize List
    2. Create Filters
    3. Personalize form
  1. Users, Groups and Roles
    1. Define Users, groups and roles
    2. Know ways to bring users into servicenow
    3. Locate the applications and modules that manage users, groups and roles

LAB

    1. Add users and group
    2. Add roles
  1. Knowledgebase
    1. Define knowledgebase
    2. Populate knowledgebase
    3. Activate article publishing

LAB

    1. Create KB articles
    2. Attach KB articles with an incident
    3. Search for articles from records
  1. Tables, Applications and Modules
    1. Description of the field that defines table relationship
    2. Create and extend the table
    3. Create new applications and module

LAB

    1. Create new table, application and module
    2. Extend an table
  1. Reports and Homepage
    1. Define and create a report
    2. Name types of report sources
    3. Define and modify a homepage
    4. Define a gauge

LAB

    1. Run reports
    2. Work with Gauges and homepages
  1. Service Catalog
    1. Define service catalog
      1. Record producer
      2. Items
      3. Variables
      4. Variable sets
    2. Build, order and track items
    3. Approval in service requests

LAB

    1. Create new service catalog item
    2. Add variables to a catalog item
    3. Add variable set  to catalog item

DAY 3

  1. Workflows
    1. Basic understanding of workflow –
      1. Review of sample workflow
      2. Workflows with approvals and tasks

LAB

    1. Create a new sample workflow
    2. Update an existing workflow
  1. SLAs
    1. Define SLA
      1. SLA
    1. Understand SLA form fields
    2. Understand what triggers an SLA
    3. SLA Warning

LAB

    1. Define and create SLA for incident
  1. UI Policies and UI Actions
    1. Define UI policy , UI action
    2. Describe business rule and its use

LAB

    1. Create a UI policy
    2. Modify an UI action
  1. Customization
    1. Understand Customization scope
    2. Activate plugins

LAB

    1. Few sample customization
  1. Update Sets
    1. Define update sets
    2. Identify update set contents
    3. Understanding update set process and how to merge update sets

LAB

    1. Create an update set
  1. Security
    1. Identify where security controls are located
    2. Define and create and access control rule

LAB

    1. Create access control rule
  1. Events and Notification
    1. Define a notification and an event
    2. Define inbound and outbound email actions
    3. Configure email addresses and subscribe to email notification

LAB

    1. Create and configure email notifications
  1. Instance statistics
    1. Establish baselines using system logs and stats.do
    2. Servicenow Upgrade process and view upgrade status
  2. Servicenow Support - Hi
    1. How to use Hi support

No Comments

Post a Reply