ServiceNow syllabus

Introduction to Service Now

• What is Service Now
• Why and who can use Service Now
• Navigation and users
• Helpful portals, releases

Out of Box Application

Incident Management

• Overview
• Incident management process

Change Management

• Overview
• Change management process (Raising, planning and Authorize)

Problem Management

• Overview
• Problem management process (identify, Investigate, Resolve)

System Tables and Configuration

Update set’s Creation

• Creating an update set
• What gets capture in update set and what not?
• What to capture in update set and what not?
• Merge update set
• Retrieve Update set in another instance User Administration
• Creating groups
• Users and Departments
• Concept of delegation
• Customizing user profile
• Roles & group membership

Tables, Form, Dictionary

• Creating Application, module
• Creating table
• Personalizing form and table layout
• Creating Section,
• View
• Dictionary entries
• Dictionary overrides
• Reference qualifiers
• Related lists
• Process Flow and Flow Formatter
• UI Macros, Adding on forms

Client Side Validation

• UI Policies
• Client Scripts
• Types of Client Script

Server Side Validation

• Data Policies
• Business Rules
• Types of Buiness Rules

Script Include and Its Type ACLS

• Creating ACLS
• Types of ACLS

Email Notification

• Define notification
• Defining a Template
• Email Scripts
• Email logs
• Trigger email on event

Creating workflow

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

Scheduled Jobs

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

Importing data in Service Now

• Data sources,
• Creating Import Set
• Transform maps,
• Scheduled data import
• Transform scripts

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

ServiceNow Integration

• Introduction to web services
• Configuring Web Services
• Email Integration
• Mid Server Configuration
• Integration with third party app (If possible Demo)