ServiceNow – getting to know the Platform

Course objectives

Becoming familiar with the main modules of the ServiceNow Platform (modules, knowledge and help sources, literature). Learn the basics of how the Platform works.

Benefits

Workshop participants will learn:

• ServiceNow Platform – Main Components
• Basic and semi-advanced topics related to the ServiceNow Platform
• Best practices for using and configuring ServiceNow
• A set of practical tips to make working with the Platform easier

Participants will gain detailed knowledge to:

• Use the ServiceNow Platform freely
• Training the users on how to use the ServiceNow Platform
• Testing the functionalities in ServiceNow (added during the lifecycle of the Platform)
• Self-learning in ServiceNow

Training scope

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

Audience

All people/stakeholders using the Platform, administrators, users.