COURSE SUMMARY

• Create new applications and modules to establish an information hierarchy.
• Define Service Level Agreements Notifications and Reports.
• Personalize and create forms and fields for the different functions and groups to target company requirements.
• Move data In and Out of an instance practicing import sets and transform maps.
• Put an effect on security controls by using contextual security.
• Develop a security strategy by using contextual security controls.
• Fulfil ESS users request using service catalog.
• Create a maintenance schedule with the help of the Service now Upgrade calendar and recognize good practice opportunities.

PRE-REQUISITES:

• Basic Knowledge of Security and Administration Concepts

MODULE 1: OVERVIEW OF SERVICE NOW

TOPICS: Introduction to Service Now, Need for Service Now, Who Can Use Service Now, Concepts of Cloud Computing in Service Now, Navigation and Users, Introduction to ITIL Foundation, Helpful Portal and Releases

MODULE 2: CUSTOMIZE HOMEPAGE

TOPICS: Creating Gauges, Change Visibility of the Home Page And Banner, Define CSS and UI Properties

MODULE 3: TABLES, FORM, DICTIONARY

TOPICS: Creating Application, Module, Creating Section, Creating Table, View, Personalizing Form and Table Layout, Dictionary Overrides, Dictionary Entries, Related Lists, Reference Qualifiers

MODULE 4: UPDATE SET’S CREATION

TOPICS: Creating an Update Set, Retrieve Update Set in Another Instance, Merge Update Set

MODULE 5: CREATING WORKFLOW

TOPICS: Workflow Activities And Workflow Context, Workflow Editor And Workflow Scripts , Workflow Stages, Transitions

MODULE 6: SERVICE CATALOG MANAGEMENT

TOPICS: Use Of Service Catalog, Back End Execution, Create RITM And Catalog Task, Record Producer, Creating Catalog Item, Attaching Workflow To Catalog Items, Order Guide

MODULE 7: IMPORTING DATA IN SERVICE NOW

TOPICS: Data Sources, Transform Maps, XML Import, Transform Scripts, Scheduled Data Import, Transform Scripts, Data Load Automation, Import Sets

MODULE 8: USER ADMINISTRATION AND CONTENT MANAGEMENT

TOPICS: Creating Groups, Concept Of Delegation, Users and Departments, Roles & Group Membership, Customizing User Profile, Fetch Detail of Logged In User, Creating Site, Page Dynamic Content Block, UI Macros, Creating UI Page, Define Theme, Header, Style Sheet

MODULE 9: EMAIL NOTIFICATION AND ACCESS CONTROL LIST

TOPICS: Defining A Template, Email Logs, Define Notification, Trigger Email on Events, Introduction to SMTP and POP Mail Servers, Debug ACLS, Write And Create ACL on the Table And Field Level, Create Read, Write ACL Scripts

MODULE 10: CREATE SLA &SCHEDULE AND SCHEDULED JOBS

TOPICS: SLA Definitions, Attach SLA To Tasks, SLA Properties, Introduction to Schedule Jobs, Create Schedules and Child Schedule, Scheduled Job Log, Scheduled Reports, Concept of Privileged System Admin

MODULE 11: INTRODUCTION TO WEB SERVICE AND DEBUGGING

TOPICS: SOAP Messages, Introduction to Web Services, Debugging Business Rule, Debugging, Debugging ACL, Background Scripts, Personalize Users