1. AdministrationIntroduction to ITIL
- Introduction to ITSM
- SLA’s and OLA’s
- Tool Introduction
- Current Competitors
- Releases
- License Model
- Using Wiki and Community
- Configure Navigation, Search and UI Options
- Customizing Home Pages like ITIL, Self Service
- Manage Form Layouts and list layouts
- Adding Users to Groups
- Granting Roles to Users
- Introducing Applications and Modules
- UI Policies
- Client Scripts
- Data Policies
- Business Rules
- UI Actions
- Notifications
- Dictionary Entries and Overrides
- List Control and Calculations
- Exporting the Data from Service-Now
- Update sets imports and Exports
- Scheduling Jobs
- Creation of tables and Modules
- Creating tickets and raising Requests
- Creating SLA’s
- Understand Servicenow Data model for Reporting
- Bar Charts, Pie Charts, List Reports, Pivot Tables
- Using scripting in Reporting
- Scheduling Reports
- Loading Data of different Formats
- Using Data Sources
- Using Transform Maps and Transform scripts
- Servicenow Scripting Overview
- Preparing to Script
- Client Scripts (g_form and g_user)
- Client Script debugging
- Reference Objects
- Script Versions
- Business Rules Global Objects Current and Previous
- Debugging
- Display business rule and dot walking
- Glide System Validations
- Glide record (–Query, –Aggregates)
- Managing Events
- Client UI action
- Server UI action
- Client Server UI Action
- Classes script include
- Glide Ajax
- Now date time
- Jason Object
- Creating Workflows on different tables
- Approvals using workflows
- Using Different Activities in workflows
- Workflow Scripting
- Service Catalog Introduction – Maintain ITEM, Categories and Catalogs
- Creating Catalog Items using Variables and Variable sets
- Design Workflows for Requested ITEM
- Set up User Criteria
- LDAP Integration (Active Directory)
- SSO Integration (with Active Directory and OneLogin or Okta or Centrify)
- Email Integration
- Web Services
- Servicenow to Servicenow Integration
