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
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
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
2) User Administration
–Configure User Accounts
–Add Groups and Assign Users to Groups
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
–Create and Modify Reports
–Create and Apply SLAs
–Customize and Brand Your Instance
–Use Social IT Capabilities
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