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Batch Date: Aug 25th @9:00AM

Faculty: Mr. Kumar (10+ Yrs of Exp,..)

Duration: 45 Days

Venue :
DURGA SOFTWARE SOLUTIONS at Maitrivanam
Plot No : 202, IInd Floor ,
HUDA Maitrivanam,
Ameerpet, Hyderabad-500038.

Ph.No: +91- 9246212143, 80 96 96 96 96

Syllabus:

ServiceNow
(Admin & Development)

Unit 1: Introduction to ITIL
Topics: Introduction to ITSM, Incident Management, Problem Management and change management, Service Request Management, Configuration Management Database, SLA’s
and OLA’s

Unit 2: Basic administration
Topics: Form Layouts and list layouts,Adding Users to Groups, Granting Roles to Users, Introducing Applications and Modules, Creation of tables and Modules, creating tickets
and raising Requests, Creating SLA’s, Performance Metrics

Unit 3: Advanced Administration
Topics: UI Policies, Notifications, Dictionary Entries and Overrides, Data Policies, List Control and Calculations, Exporting the Data from Service-Now, Update sets imports and
Exports, Scheduling Jobs

Unit 4: Scripting
Topics: Business Rules, Client Scripts, UI Actions, Script Includes, Scheduled Job, Fix Scripts

Unit 5: Reporting
Topics: Bar Charts, Pie Charts, List Reports, Scheduling Reports

Unit 6: Import sets
Topics: Loading Data of different Formats, Using Data Sources, Using Transform Maps and Transform scripts

Unit 7: Service catalog
Topics: Creating Catalog Items using Variables and Variable sets, Creating Record Producers, Design the flow using Workflow, Creating Execution Plans, Writing Catalog Client Scripts and Catalog UI Policies

Unit 8: Workflows
Topics: Creating Workflows on different tables, Approvals using workflows, Using Different Activities in workflow, Email Notifications, Events, Email Scripting.
Integration Basics- How to use.

Unit 9: Introduction to Service Now
Topics: 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

Unit 10: Incident Management
Topics: Overview, Incident management process, Continual service improvement to incident management

Unit 11: Change Management
Topics: Overview, change management process (Raising, planning and Authorize), Change management workflow and change task, Continual service improvement to change
management

Unit 12: Problem Management
Topics: Overview, Problem management process (identify, Investigate, Resolve), Problem management workflow and problem task types, Continual Service improvement to
problem management, Context menu

Unit 13: Knowledge Management
Topics: Overview, Knowledge Management Roles, Application and Modules, Using Knowledge, Creating Knowledge, Translating Knowledge, Tracking and Reporting on
Knowledge

Unit 14: SLA
Topics: Introduction to SLA, OLA, SLA Workflow, Service Level Agreement

Unit 15: Employee Self Service & Service catalog
Topics: My Profile, My tasks and approvals, Introduction to Service Catalog