ServiceNow

WHY Servicenow ITSM?

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 Service-Now.com cloud-based ITSM platform. Service-now.com training course covers
the underlying architecture, technical components, implementation planning considerations, and
implementation tasks essential for a Service-Now.com ITSM implementation project. Along with
implementation tasks and details, this course provides a detailed overview of Service-Now.com
mandatory dependencies, enabling candidates to understand the entire scope of a Service-Now.com
ITSM implementation project. Through lecture, demonstrations, hands-on exercises, team activities,
and classroom discussions, candidates gain an understanding of the scope of a Service-Now.com
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 Service-Now.com ITSM platform

Gain an overview of the implementation tasks for Service-Now.com 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

Audience:
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 Service-Now.com key features and benefits.

Understand core Service-Now.com applications and modules.
List the high-level setup steps for the mandatory dependencies.
Understand the high-level process involved in implementing Service-Now.com 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 Service-Now.com, 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 Service-Now.com.
Create and maintain SLAs.
Create and maintain Service Catalog.
Describe the main features and functionality of Service-Now.com 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 :

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 variableshow 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
Topics:
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

Topics:
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

5. Walking through example setup and data import

Servicenow Domain Separation Training topics:

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.
SOAP
JSON
XML
Static WSDL
Scripted Web-Services.
UI Pages-Advance Topics.
Advanced Workflow Development

Servicenow Project Portfolio Management

Topics:
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
Prerequisites:
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

Topics:
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:

Topics:
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