Service-Now Administration Training Program Content
- ITIL & Service-Now Basics
- ITIL Overview
- ITIL Phases (Incident/ Problem / Change Management)
- ITSM Tool Overview
- ServiceNow Introduction and Overview
- Service-Now application architecture
- ServiceNow Instances
- Service-Now License
- Understand Service-Now System
- Service-Now Portal Introduction
- How to work with Service-Now Portal
- Service-Now IT /Admin View Introduction
- ServiceNow Form, List, Field, Search and UI Options
- Manage List, Filter and form
- Work with Service-Now tickets as an Admin or support person
- User Administration & Security Methodology
- Introduction of User and Groups
- Configure users and groups
- Working with user role
- High Security Plugin
- System Table, Reports, SLA and knowledge article
- Introduction of Service-Now system tables
- Understand Table Schema
- Introduction of Dictionary
- Introduction on Reports Application
- Understand Reports Application Role
- Create New Report
- Schedule reports
- Report Sources
- Report Ranges
- Report Templates
- Dashboards
- Limitation of Service-Now Reports
- SLA Introduction
- Create New SLA
- SLA trigger conditions
- Attach with SLA with tasks
- Create SLA for different time zones
- Knowledge Management Introduction
- Knowledge Management Roles
- Create Knowledge Article
- Core Application Administration and Maintenance
- Service-Now upgrade introduction
- How to upgrade service-now versions
- Point to remember during Service-Now version upgrade
- System Cloning Introduction
- Cloning of Service-Now
- Configuration management database
- Introduction of CMDB
- Why CMDB is important
- Working with new configuration items
- Service-Now application development and customization Overview
- Update set Introduction
- Create new update set
- Working with update set XML
- Update Source
- System Rules and properties
- Service catalog Overview
- Order Guide Overview
- Record Producer Overview
- When to use scripting
- Client Script
- Server Side Script
- Workflow Introduction
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