SERVICENOW FOUNDATION
Course Content
ITIL Overview
Service Now Overview and Introduction
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Introduction of Servicenow
00:00 -
Overview of ITSM
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What is Cloud? Why it is so popular
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Why and who can use Servicenow
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History of Servicenow
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Servicenow Versions
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Servicenow Features
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Servicenow Objectives
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How Servicenow Evolved
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Architecture of Servicenow
ServiceNow User Interface
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What is User Interface (UI)?
00:00 -
Next Experience UI – Banner frame
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Next Experience UI – Pin
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Next Experience UI – All menu
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Next Experience UI – Favorites menu
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Next Experience UI – History menu
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Next Experience UI – Workspaces menu
00:00 -
Next Experience UI – Filter Navigator
00:00 -
Purpose of Impersonate User
00:00 -
Use of Global Search
00:00
Lists View & Administration Introduction to List
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Filters
00:00 -
Condition Builder
00:00 -
Breadcrumbs and Usage
00:00 -
Context Menus
00:00 -
Personalizing and Customizing Lists
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Filters Add to Favorite
00:00 -
What is a view?
00:00 -
List views – Configure List Layout
00:00 -
List Controls
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List Calculations
00:00 -
Wild Card Entries
00:00
User Administration
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Introduction to User Administration
00:00 -
Creating Users
00:00 -
Types of User Interfaces in ServiceNow
00:00 -
Difference Between End User, Fulfiller(Engineer), Administrator
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Working with Groups
00:00 -
Working with Roles
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Creating Department and Company
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Creating Countries and Locations
00:00 -
Assign roles to Users and Groups
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Delegate Users
00:00
Service Catalog
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Self Service Enablement
00:00 -
Service Portal
00:00 -
How to use catalogues using the service portal
00:00
Reports & Dash Boards
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Introduction to Reports
00:00 -
Types of Reports
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Creating New Report
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Deleting Report
00:00 -
Reports add to Dash Board
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Report Sharing
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Scheduling Reports
00:00 -
Publish and Unpublish the Reports
00:00 -
Report Properties
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Reports Statistics
00:00 -
Introduction to Dash Boards
00:00 -
Create New Dash Board
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Responsive Non Responsive Dash boards
00:00
ITSM Modules
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Incident Management
00:00 -
Change Management
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Major Incident Management
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Problem Management
00:00 -
Knowledge Management
00:00
Incident Management
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Incident management process
00:00 -
Continual service improvement to incident management
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How to create incident
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How to resolve and close incidents
00:00
Change Management Topics
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Change Management Overview
00:00 -
Change management process (Raising, planning and Authorize)
00:00 -
Change Management workflow and change task,
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Continual service improvement to change management
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creating and managing changes
00:00
Problem Management
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Overview of Problem management process (identify, Investigate, Resolve)
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Problem management workflow and problem task types
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Continual Service improvement to problem management
00:00
Asset and Configuration management
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Introduction to CI and Asset,
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Class and category CI,
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Model and type of assets, CMDB Plug-in and CI Relationships
00:00
Knowledge Management
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Knowledge Management Overview,
00:00 -
Knowledge Management Roles,
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Application and Modules,
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Using Knowledge
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Creating Knowledge articles,
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Tracking and Reporting on Knowledge
00:00
Reports
Dashboards
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How to create a dashboard
00:00 -
How to share a dashboard
00:00 -
How to add widgets
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How to apply layouts
00:00
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