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Servicenow class Training
Dheeksha Technologies

Course Info

Course Description:

Introduction to ITIL


  • Introduction to ITSM
  • Incident Management
  • Problem Management and change management
  • Service Request Management
  • Configuration Management Database
  • SLA’s and OLA’s


Introduction to SERVICENOW


  • Tool Introduction
  • Current Competitors
  • Releases
  • User Licenses
  • Using Wiki and Community


Basic Administration


  • Customizing Home Pages
  • Form Layouts and list layouts
  • Adding Users to Groups
  • Granting Roles to Users
  • Introducing Applications and Modules
  • Creation of tables and Modules
  • Creating tickets and raising Requests
  • Creating SLA’s
  • Performance Metrics





Advanced Administration


  • UI Policies, Notifications
  • Surveys
  • Domain Seperation
  • Plugins
  • Dictionary Entries and Overrides
  • Data Policies
  • ACL
  • Exporting the Data from Service-Now
  • Update sets
  • Import sets




  • Business Rules
  • Client Scripts
  • UI Actions
  • Script Includes
  • Scheduling Jobs
  • Event management
  • Events
  • Alerts
  • Mid server






  • Bar Charts
  • Pie Charts
  • List Reports
  • Pivot Tables
  • Scheduling Reports
  • Making Gauges


Cloning and Upgrades


  • Need For cloning and ways to implement
  • Upgrading the instance for new Release


Import Sets


  • Loading Data of different Formats
  • Using Data Sources
  • Using Transform Maps and Transform scripts


Service Catalog


  • Creating Catalog Items using Variables and Variable
  • Creating Record Producers
  • Design the flow using Workflow
  • Creating Execution Plans
  • Writing Catalog Client Scripts and Catalog UI Policies
  • Basic knowledge of Service portal




  • Creating Workflows on different tables
  • Approvals using workflows
  • Using Different Activities in workflows



SOAP, REST, LDAP Integration

Service now to third party tool  Integrations


Additional Work:

  • SeriviceNow Administrator Certification
  • Project work for 2weeks


Attendees will learn how to:

  • Perform core configuration tasks
  • Work with user interface (UI) policies, data policies, UI actions, business rules and client scripts
  • Add users, groups and roles
  • Work with two key process applications: Knowledge Base and ServiceNow Service Catalog
  • Create workflow activities and approvals
  • Configure alerts and notifications
  • View upgrade history and status
  • Control system access and data security
  • Create baseline performance metrics
  • Run reports, configure service level agreements
  • (SLAs) and perform instance branding and
  • customization
  • learn Best Practice

Topics covered:


Institute Info

Faculty : ------
Duration : 35 Days
Course Fee : ------
Training Type : Classroom

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