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WHY Servicenow ITSM?

ServiceNow WHY Servicenow ITSM? ServiceNow is known as the Enterprise Cloud Tool which is used to

ServiceNow is known as the Enterprise Cloud Tool which is used to deliver specialized IT Service Management (ITSM) applications. It is a form based easily customizable workflow application development.

FUNDAMENTALs of ServiceNow Training Details (12 hours)

Introduction to ITSM, Basics of ServiceNow How to Login and various Roles in ServiceNow (End User, ITIL, System Admin) Getting familiar with User Interface and Navigation Working with Applications and Modules Employee Self Service page Home Page Customization User Administration & Security Controls Setting up company, department, locations etc Introduction to Data Dictionary Managing Applications & Modules Exercises

ADMINISTRATION in ServiceNow Training Details (12 hours)

Perform core configuration tasks Work with User Interface (UI), data policies, UI actions, business rules and client scripts Add users, groups and roles Manage data with tables, configuration management database (CMDB), import / update sets Work with two key process applications: Knowledge Base and ServiceNow Service Catalog Create workflow activities and approvals Configure alerts and notifications View upgrade history and status Control system access and data security Create baseline performance metrics Run reports, configure service level agreements (SLAs) perform instance branding and customization Integrate social IT elements and learn best practices

Implementation in ServiceNow Training Details (12 hours)

Review of the ServiceNow StartNow Implementation Methodology System setup and configuration management database (CMDB) Security of Application Integrations, including introduction to LDAP and Web Services Functional requirements Hands-on implementation Go-live preparation and checklist Performance and coding best practices

SCRIPTING in ServiceNow Training Details (12 hours)

When should we use script? Configure a ServiceNow instance for scripting client-side Script Client scripts

Policies in UI

Script Server-side Business Rules - Glidesystem - Gliderecord Scheduled jobs - Event management - workflow scripts - script includes Best practices of developing scripting

This course gives candidates a combination of instructor-led lecture and hands-on experience implementing cloud-based ITSM platform. training course covers the underlying architecture, technical components, implementation planning considerations, and implementation tasks essential for a ITSM implementation project. Along with implementation tasks and details, this course provides a detailed overview of mandatory dependencies, enabling candidates to understand the entire scope of a ITSM implementation project. Through lecture, demonstrations, hands-on exercises, team activities, and classroom discussions, candidates gain an understanding of the scope of a ITSM implementation project, including: implementation tasks, ITIL/ ITSM processes, configuring the UI and out-of-box applications, setting up Self-Service, managing Service Catalog, managing Tickets (Request, Incidents, Change and Problem) along with Knowledge Base, setting up and maintaining users, adding CIs (Configuration Items) to the CMDB, customizing messages and prompts, using workflow, reports, BSM (Business Service Map) and email notifications, integrating with legacy systems, LDAP and external web-services, and running Mid server (Discovery.)

Understand business value-add of ITSM platform Gain an overview of the implementation tasks for ITSM platform Configure and Manage CMDB Using Workflows and Notifications Configuring and using Knowledge Base Generating BSM Maps and reports Integrate Service-Level Management (SLM) with Tickets ECC Queue Managing roles, groups and users Integrate with or Migrate from other ITSM applications


o Functional Owner, Administrators and Implementers o Any Programmers o DataBase developers/administrators o Testing professionals o Enterprise Resource Planning professionals o Customer Relationship Management professionals o Business Intelligence professionals o Business Process Management professionals o Middleware tool consultants professionals o Any degree Freshers o HP Service managers professionals o BMC Remedy professionals o Computer Associates Service Desk Managers professionals

o IBM Smart Cloud Desk Engineers professionals o ITSM/ITIL professionals o Ticketing tool Professionals o Business Analyst/System analyst

Course Objectives:

Explain key features and benefits. Understand core applications and modules. List the high-level setup steps for the mandatory dependencies. Understand the high-level process involved in implementing ITSM platform (post- mandatory-dependency-implementation) Describe how the out-of-box Self-Service Application pages display. Describe options for configuring Self-Service Application Initial Landing Pages. Explain how to verify the initial implementation. Describe which major ITIL/ITSM features are supported by, including multi- currency price list support. Create a basic request, move to change and problem, and create a knowledge-base entry. Explain the source of ticket types used in Create and maintain SLAs. Create and maintain Service Catalog. Describe the main features and functionality of Applications

Snow Admin Course Topics:

1) Core Configuration

–Configure Navigation, Search and UI Options –Manage Lists, Filters, and Forms –UI Policies, Data Policies, UI Actions, Business Rules and Client Scripts –Use the ServiceNow Mobile Platform –Activate Plugins

2) User Administration

–Configure User Accounts –Add Groups and Assign Users to Groups –Assign Roles

3) Manage Data with tables and CMDB

–Learn How to Manage Data with Tables –Work with the CMDB to add New Configuration Items (CIs)

4)Manage Data with Import Set and Update Set

–Work with Import Sets –Create and Apply Update Sets

5) Process Application

–Work with Knowledge Base –Create and Populate Service Catalog Items and Order Guide

6) Core Application Administration

–Set up Email Notifications and SMS Alerts

–Learn about Upgrade Process and Release Cycle –Implement Contextual Application Security –Record Baseline Performance Statistics

7)Service Administration

–Create and Modify Reports –Create and Apply SLAs –Customize and Brand Your Instance –Use Social IT Capabilities

Service now Advanced Admin training topics :


• Capture class work in update sets to understand their purpose and movement • Implement new workflows that use a variety of activities to understand how records are generated from workflows • Coordinate service catalog options, including two-step checkout, cart controls and variables • Create and link Content Management System (CMS) content blocks and pages to present a menu of services to ServiceNow users • Use a database view and trend data to provide reporting and discuss field color assignment and security controls in relation to reporting • Implement Web Services integration and learn about the possible data paths into ServiceNow • Set system controls that direct the right data to the right users at the right time • Investigate performance issues, learn troubleshooting tools and use system logs to find issues

Servicenow Developer training topics :

1.Tables,form layouts,dictonary 2.Update sets 3.Client side scripting {Client scripts, UI policies}

4.Server side scripting {Business rules, script includes} 5.UI actions 6.Data source and transform scripts 7.Email notifications

  • 8. Scheduled jobs

  • 9. Workflows,Workflow scripts

10.Service Catalog Management

Service now Scripting and Implementation training topics :

Basic Topics:

• Manage forms and form fields with client-side scripts (Client Scripts, UI Policies, UI Scripts) • Use the client-side API (g_form, g_user, g_scratchpad) • Respond to database accesses with Business Rules • Use the server-side API (GlideSystem, GlideRecord)


Advanced Topics:

• Programmatically emit and respond to events • Enhance workflow activities such as approvals with custom behavior • Add widgets to your pages to provide new functionality for your users • Use script includes to maintain a library of reusable code and to enable efficient data transfer to the client-side • Use script in email notifications and inbound email actions • Understand the basics of UI pages and UI macros

Servicenow Implementation training topics :

  • 1. Review of Service Now Engagement Methodology

  • 2. Core System Setup including CMDB

  • 3. Application Security

  • 4. Integrations including introduction to LDAP and Web Services

  • 5. Hands-on Implementation based on functional requirements

  • 6. Go-live preparation and checklist

  • 7. Performance and Coding best practices

  • 8. Email Driven integration where email body is with/without watermark.

  • 9. Every aspect covered from CMDB setup point of view. Relationship, BSM map. Also possibility of CMDB integration with tools like SCCM etc.

  • 10. Advance reporting on different applications like Incident management, change management, Configuration Item where “database view” and “metrics” are involved.

  • 11. Catalog management with variables…how to import catalog with variables in servicenow instance. How to export them as well.

  • 12. System Upgrade best practices and release, hotfix and patch management related to upgrade process.

  • 13. Use a database view and trend data to run reporting and discuss field color assignment and security controls in relation to reporting.

  • 14. Update Sets, collision, errors and troubleshooting.

  • 15. Dashborad views from delivery person prospective.

  • 16. Create and link Content Management System (CMS) content blocks and pages to present a menu of services to ServiceNow users. UI marcos, UI pages and there linking to UI Action.

  • 17. SLA customization where we require to modify baseline script for it. SLAConditionBase and SLAconditionDefault.

  • 18. How to use dictionary attribute elements to work on fields of table.

Application Creation in ServiceNow



• Design an application table: to extend or not to extend? • Create and implement forms and views for a positive user experience • Manage applications with scripts • Consider mobile users in application design • Control access to the application and its records • Send notifications to stakeholders and collaborators • Integrate workflow into applications • Use the ServiceNow Service Catalog to provide access to applications • Capture application metrics with reports and homepages • Migrate an application between instances

Servicenow Asset Management Training



• Inventory, track and report on assets • Manage assets in conjunction with configuration management • Manage the lifecycle of an asset from request and procurement through retirement • Get a handle on software licenses and compliance • Ensure data quality • Handle contractual and financial aspects of asset management

Servicenow SCCM integration - Microsoft SCCM Administration( “Administering and Deploying System Center 2012 Configuration Manager” )

  • 1. Overview

  • 2. Supported Version

  • 3. How the SCCM 2012 Integration Works

  • 4. Setting Up SCCM 2012


Walking through example setup and data import

Servicenow Domain Separation Training topics:



• An overview, which provides examples and explicit criteria for determining if domain separation is the best way to onboard an organization to a ServiceNow instance • Precise definitions and terminology used to discuss domain separation • Architecture of a domain-separated instance, including how to implement domains – learn how relationships are used to create a domain hierarchy • Identification of global integration points – what system elements can be shared between domains? • Establishment of ServiceNow table elements that direct domain data

• Settings and controls that specify domain membership and how they affect the user experience • Application best practices for separation – which applications are managed globally, which applications can be assigned to a domain • ServiceNow features that implement and manage domain separation – Update Sets, create a custom application menu and work with UI elements • Upgrade considerations for a domain-separated instance • Performance and troubleshooting best practices

Service-now Advanced Implementation Training topics:

Integrations of ServiceNow using various technologies.SOAPJSONXMLStatic WSDLScripted Web-Services.UI Pages-Advance Topics.Advanced Workflow Development

Servicenow Project Portfolio Management


• Capture and prioritize business ideas • Assess and compare multiple business requests; make informed demand decisions and determine the method of demand actualization • Understand project management process planning to be able to support specific organizational needs and requirements • Become familiar with project creation and project task management • Understand project modeling through relationships • Learn techniques for efficient tracking of the project schedule, costs, and effort • Combine Agile development effort within a traditionally managed project and perform story planning and tracking at the project level • Incorporate Test Management into the Project Management lifecycle and learn to manage the manual testing effort as part of overall project scope • Share information efficiently with project teams and stakeholders via visual taskboards and social applications • Monitor project progress and generate detailed project-level and strategic portfolio-level reports in addition to regular status reports • Manage project artifacts and properly close out projects

Servicenow Discovery Training

• Gain a clear understanding of the big picture of the ServiceNow Discovery solution • Install and configure multiple MID Servers

• Configure Discovery to find Linux servers, Windows servers and routers • Gain in-depth knowledge of the four phases of Discovery • Work with credentials (Windows, SSH for Linux/Unix, SSH Private Key, SNMP Community, VMware, CIM) and behaviors • Extend application mapping and process classification capabilities • Configure load balanced and failover clusters • Build custom probes and sensors • Learn common troubleshooting techniques

ServiceNow Orchestration


• ServiceNow System Administration required • Certified System Administrator recommended • Three to six months building workflows in ServiceNow • Scripting in ServiceNow or equivalent knowledge is also strongly suggested

Topics will be Covered:

• Introduction to ServiceNow Orchestration • MID Server overview • Getting started with Orchestration • Passing variables & inputs • Credentials (Windows, SSH for Linux/Unix) • Active Directory • Cloud provisioning

Reporting and Performance Analytics in ServiceNow


• Review ServiceNow reporting capabilities and the Performance Analytics applications • Learn about reporting visibility and available report types • View, create, edit, and schedule reports • Work with reporting roles • Access related tables (dot-walking) • Use multi-level filters, filter operators and sort order to refine reports • Review complimentary Performance Analytics capabilities, which include the Incident Management Dashboard with 15 indicators • Configure metrics, collect, and visualize data (widgets, dashboards, and scorecards) • Share analytics results • Work with Performance Analytics roles

Servicenow service watch training

Learn how to discover and model business services to manage service health, determine the business impact of infrastructure problems, simplify the root cause analysis of service issues, and minimize the service impact of infrastructure changes.

During this three-day interactive training course, attendees will gain in-depth knowledge and practice in configuring and using ServiceNow ServiceWatch. A combination of course content and lab work will help attendees learn to:


• Gain in-depth knowledge and hands-on practice in configuring and using ServiceWatch • Learn the concepts and value of top-down discovery and how ServiceWatch allows administrators to model an entire business service by providing a single entry point to the service such as a web URL or host address and port • Install and configure collectors • Navigate the user interface • Configure credentials (Windows) • Configure ServiceWatch to discover and model a business service from a top-down approach; including all the applications, network devices and servers that support it • Gain in-depth knowledge on how to configure patterns that allow administrators to model proprietary services, applications, and connections • Create event binding rules to monitor incoming events • Learn how to configure and build dashboards • Create an integration between ServiceWatch and the ServiceNow CMDB • Learn common troubleshooting techniques