SerViceNow Overview

1. ServiceNow Overview +91 9989971070 www.visualpath.in

2. Agenda ServiceNow Catalog Management Who use ServiceNow User Administration Mail Notifications Who can learn Servicenow ? ServiceNow Foundation course

3. ServiceNow Catalog Management Use of Service Catalog ,back end execution Create catalog Item, record produce, order guide. Create RITM and catalog task Attaching workflow to catalog items Importing data in ServiceNow Data Sources HTML import Transform maps

4. Who use ServiceNow Employees: To Request It Business Services IT Support Staff: To manage service Requests, incidence and problems Administrations: To manage applications available to selected users, Granting Them roles and other access control. Implementers: To deployed process applications and platforms features that an organization business needs. Developers: To create new functionality with scripts or custom applications to extend standard configurations.

5. User Administration Creating Groups Users and deportments Concept of delegation Customizing user profile Rules and group membership Fetch detail of logged in user

6. Mail Notifications Defining a Template Define Notification Email logs Introduction to SMTP and POP Mail Services Trigger Email on Event.

7. Who can learn Servicenow ? There are no prerequisites To learn ServiceNow Although awareness of programming knowledge would be little helpful during the course Every API Feature used, will be based on the servicenow platform

8. ServiceNow Foundation course Servicenow foundation course have a different categories. There are: Objectives User interface End user role ITIL user System Admin

9. Objectives: explain what service-now.com is and what it does Navigate through service-now.com and search for items Work with links, lists, and forms to create and incident as an End User (ESS) Investigate a problem, recommended and implement a change as an IT User (ITIL) Perform system configurations and personalization as a system administrator (Admin)

10. User Interface • Welcome screen and home pages by role: • Homepages by role • Service catalog • Banner frame • Application navigator • Content Frame • Knowledgebase catalog allows users to create, edit and view knowledge articles to share information across organization.

11. 2. Content frame and information format Home pages and service catalog Forms are used to display information from a record in a date table. Lists Display Information in a table organized in a short table columns

12. End User Role 1. What we can see and do as servicenow end user: Employee self service(ESS) role is to request a new software. End user can: ->Make Request ->View knowledge based articles ->Report problems and log incidents Use the Standard self service Interface (SSI) is used to create a new Incident to report a problems

13. ITIL Users It have a Two Major roles: Handling Incidents and investigating problems Scenarios 1. Handling Incidents and investigating problems: Classifications and initial triage Investigation and diagnosis Resolution and recover of the service Incident closure, monitoring , Tracking, ownership and communications.

14. 2. Scenarios : Scenarios 1: view incident then escalate Scenarios 2: escalate the problem to change Perform a risk calculations System Admin: This is the last model of servicenow system admin ITIL User+ Ability to customize servicenow ->Customize the forms ->impersonate a user

15. System Administrator: Applications Self service applications -> Same as aEnd User Standerd IT Applications -> incident problem and change -> Same As ITIl User System Administrator admin

16. Contact Us For More Information About ServiceNow Online Training Visualpath Training Institute Address: Flat no: 205 , 2nd floor, NilagiriBlock, Aditya Enclave Ameerpet , Hyderabad Call : 9989971070 Visit : www.visualpath.in