ServiceNow – getting to know the Platform

Why take this course

If you want to get to know the basics of ServiceNow and use this platform with confidence, this two-day training is for you. You’ll learn how to leverage the main ServiceNow modules, understand how the platform works, and gain practical tips to make your daily work easier.

What you'll learn

• The main modules of the ServiceNow Platform (modules, knowledge and help sources, literature).
• The basics of how the ServiceNow Platform works.
• Basic and partially intermediate topics related to the ServiceNow Platform.
• The best practices for using and configuring ServiceNow.
• Practical tips to make working with the Platform easier.
• How to use the ServiceNow Platform with confidence.
• How to train users on how to use the ServiceNow Platform.
• Test functionalities in ServiceNow (added throughout the Platform’s lifecycle).
• How to develop the ability to independently expand your knowledge in ServiceNow.

Certification & Exam

Upon completion of the training, you will receive a certificate of participation, confirming your skills in ServiceNow Platform. There is no final exam—all you need is active participation in the classes.

Who is this course for

This course is intended for all individuals and stakeholders who use the ServiceNow Platform, including administrators and users.

Topics covered

ServiceNow Platform Ecosystem / Issues:

• Knowledge Sources (web)
• ITSM Module Overview
• HRSD Module Overview
• Agile Development module overview
• CSM Module Overview – The Basics
• End User Portals – presentation and features
• Agent Workspace(s) – presentation and features
• Best practices for basic configuration
• User Interface
• ITSM Module – INC, PRB, CHG, REQ – workflow
• End User Portal – presentation and features
• Operations for End Users, Support Groups, Administrators
• Groups / Roles – User Management Practices
• Knowledge Base Maintenance
• SDLC in ServiceNow
• Best practices for IT service management at ServiceNow
• Project management in ServiceNow
• Security Module – High-Level Fundamentals
• Transferring functionality between DEV, TEST, SANDBOX, PROD Training in ServiceNow – paths, basics
• Best practices for Product Owner in ServiceNow
• Best practices for ITSM