Armas Consultants

1. Introduction to Service-now

  • What is Service-now?
  • What is SaaS?
  • What is PaaS?
  • Browser supportability
  • Logging in to Service-now
  • Introduction to Cloud

2. Basic Administration

  • User Administration
  • Granting Roles
  • Creating tickets and raising Requests
  • Creating Menus
  • Form Layouts and List Layouts
  • Introducing Applications
  • Creating Modules
  • Customising Tables
  • Dictionary Entries and Overrides
  • List Controls

3. Advanced Administration

  • UI Policies
  • UI Actions
  • Access Controls (ACLs)
  • Dictionary Entries
  • Email Notifications
  • Import Sets
  • Data Policies
  • Business Rules
  • Client Scripts
  • Transform Maps
  • Scheduled Jobs
  • Loading Data of Different Formats
  • Creating Incidents and Changes using Record Producers
  • Creating Order Guides

4. Customisation

  • Creating Custom Table
  • Creating Custom Application
  • Creating Fields and Menus
  • Creating Workflows
  • Approval Mapping
  • Using Other Workflow Activities
  • Creating Service Catalog
  • Creating Service Level Agreements and Operational Level Agreements

5. Integrations

  • Basics of LDAP Integrations for User Import
  • Overview on Web Services
    • Direct Web Services
    • Transform Map Web Services
  • Overview on MID Server Installation

6. Reporting

  • Bar Charts, Pie Charts, List Reports, Pivot Tables
  • Scheduling Reports
  • Making Gauges

7. System Upgrades

  • Needs for Cloning and Ways to Implement
  • New Releases
  • New Features

8. ITIL Process

  • Overview on Incident Management
  • Overview on Change Management
  • Overview on Problem Management
  • Overview on Knowledge Management
  • Overview on Service Catalog

9. Configuration Management

  • Classes in CMDB
  • Mapping Configuration Item to Asset Records
  • Relating Configuration Items

10. Content Management

  • Introduction to CMS
  • Creating Sites
  • Creating Pages
  • Login Rules

ITSM Modules Experience

  • Incident Management
  • Problem Management
  • Change
  • Knowledge
  • SLA
  • Service Catalog
  • Customer Service Management
  • Project Portfolio
  • Contract Management
  • Governance and Risk Compliance
  • Demand Management
  • Survey Management
  • Service Portal

Non-ITSM & Integrations Experience

  • Integration with Monitoring Tools – Nimsoft and CASOI Integration
  • Data Migration Projects: API or Manual Data Import
    • HPSM to Service-now
    • Remedy to Service-now
    • CA to Service-now
  • LDAP and SSO Experience

Scripting

  • Tables Creation, Field Creation
  • UI Policies
  • Client Scripts (OnLoad, OnSubmit, OnChange, OnCellEdit)
  • Glide Record, Glide System, Glide Form
  • Business Rules (Before, After, Async, Display)
  • Data Policies, Access Control, Notification Mail Scripts
  • Scheduled Jobs, Script Includes, Dynamic Reference Qualifiers
  • UI Actions, Views, View Rules, Catalog Client Scripts
  • Catalog UI Policies, Workflows, Catalog Items, Record Producers, Inbound Actions, Templates

Relationships

  • Dictionary Overrides, Field Attributes
  • Business Rules, Field Styles
  • Email to Ticket Conversion

For details on training contact [email protected]