Professional Documents
Culture Documents
Snow Development Course Outline
Snow Development Course Outline
c. Data Polices ( apply rules such as mandatory and read only all data enter through
web services and import set)
Creating Business rules (In Service Now, a business rule is a server-side script that
automates processes by defining conditions and action.)
b. Rules Working with State Transitions (In ServiceNow, rules working with state
transitions are business logic rules that define the actions and conditions for
changing the state of records (e.g., incidents, tasks) within the system.)
c. Working with Script Includes
Day 6 (Working with Scripting APIs)
a. Using the Server Side API (Glide Record)
b. Using Client Side API (Glide Form) (Glide side scripting is a API that provides the
methods to customize the form )
c. Script Editor
d. Dot walking concept in scripts (dot walking allow direct access to the field and the
field values on referenced record in conditions filters , and scripting)
e. Working on the User Methods (Glide User) (We can use the glide user API to access
or get the information about the current user and the current user role.)
g. Using Glide Aggregate API (Glide Aggregate is used to count the records and Open
Fix script) (Max, COUNT,SUM,AVG)
h. Using Glide Ajax (Glide Ajax in ServiceNow is a powerful server-side scripting API
that allows you to make asynchronous server calls from client-side scripts)
(Its actually allow the execution of server side code from client side)(sysparm_name)
j. Fix Scripts (A fix script is server-side JavaScript code that you run after an application
is installed or upgraded.)
k. Using g_scratchpad object (is used to pass information to server side to client side
such as when the client requires information which is not available on the form)
Glide form
Glide reord
l. Script Includes (Client/Server callable)
Day 8 (Working with Incidents)
a. Incident management (Restoration of services as quickly as possible and ensuring
the best service quality and availability within agreed service levels)
b. Incident Logging
c. Major Incidents (Major Incident is unplanned interruption to an IT service which
affects a business or organization. Should be resolve as soon as possible. )
d. Escalation and Notifications
Day 9 (Understanding the Change Process)
a. Change Request Management
b. Change Approval Workflows(change approval policy are designed to configure
change approvals when and by whom change requests need to be approved.)
c. Change Scheduling
d. Change Types
e. Change Tasks
f. Change conflict calendar
Day 10 (Problem Management)
a. Root Cause Analysis
b. Known Error Database
c. Problem Resolution Workflows
d. Problem Prioritization
e. Problem Closure and Review
f. Integration with Incident Management
Day 11 (Knowledge Management)
a. Knowledge Base Creation
b. Knowledge Article Versioning
c. Article Approval Workflow
d. Article Search and Retrieval
e. Article Rating and Feedback