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:

• Functional Owner, Administrators and Implementers

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

Course Topics:

Introduction to Service-Now.com ITSM Platform

• Introduction to Service-Now.com ITSM Platform
• Self-Service Features
• Ticketing Features
• Configuration Management Features
• Knowledge Management Features
• Service-Level Management Features
• Service-Catalog Management Features
• Common Applications Integrations with Service-Now.com ITSM Platform

Implementation Tasks for Service-Now.com ITSM Platform

• Implementing Service-now.com ITSM Platform in your organization (Implementation Tasks Overview)
• Set Up Admin and Users
• Introduction to Group
• Introduction to Roles
• Setting up Company, Department and Locations
• Introduction to System UI and data dictionary
• Introduction to System Security and Logs
• Verify the Implementation

Implement Incident, Problem and Change Management

• Managing an Incident
• Moving an Incident to create a new Change Request
• Moving an Incident to create a new Problem Request
• Managing Change Request (RFC)
• Managing Problem Request

Implement Service-Level Management

• Design SLA Framework
• Monitor SLAs
• Revise SLAs/OLAs
• Manage Issues
• Gather (Monitor) Customer Satisfaction

Implement Service-Catalog

• Introductions, Setup, Advanced Topics
• Maintain Categories and Items
• Maintain Bundles and Dynamic Categories
• Change Catalog UI

Content Management

• Creating Sites
• Creating and updating Pages
• Customizing UI
• Navigation Menus
• Special Content: Flash, Linked Content and iFrames

Implement User Management

• User Management Overview
• Support for Integrations and Optional Features
• User Types, Groups and Roles
• Implement User Management

Service-Now.com ITSM Platform Reporting

• Introduction to Reports in Service-Now.com ITSM Platform
• Service-Now.com Integration for Reports
• Business Reports
• Operational Reports
• E-mail Delivery of Reports

Discovery

• Overview of Discovery and Mid server
• Probing enterprise network
• Populating CMDB
• Managing data retrieved by Discovery

Supplemental Advanced Topics

• Globalization and Multi-Org Architecture
• E-Mail Notifications
• Customizing Look and Feel