Topics

Introduction to ServiceNow

ServiceNow Building Blocks

User Administration

Tables & Column Administration

Reporting & Dashboards

Applications and Modules Administration

Catalog Items & Record Producers

Service Portal

Data Source & Transform Maps

Client-side Scripting
Client-side Scripting

UI Policy & Data Policy

Server-side Scripting

Integrationhub

MID Server and ECC Queue

CMDB and Asset

System Administration
Final assignments & tests

TOTAL HOURS

Topics

TMT Service Management

Order Management
Order Management

Service Bridge

Proactive Service Workflow

TOTAL HOURS
 Sub-topics Hours
Introduction to ServiceNow tool, versioning history & various practices.
Getting familiar with the development portal.
Creating developer's account and getting access to personal developer
instance.
Explain ITIL framework, relavancy and different processes within it.
Explain core ITSM modules (such as Incident, Knowledge) and demonstrate
how these are inter-related. 1
Explain core ITSM modules (such as Problem, Change) and demonstrate
how these are inter-related.

Introduction to ServiceNow Community, Now Support and Learning Sites.

1
Tables
Forms & UI elements
Dictionary 1
Plugins
Home pages / ESS page / ITIL page.
System Properties 1
Assignnments 2
Update Sets
Scoped app development, ServiceNow Studio and brief about publishing
apps to store.
Using Github: explaining push and pull etc. 1.5
Views & View Rules: Configuration and demonstration.

User, Group & Role configuration and administration and best practices etc.
1.5
Introduction, schema map, creating tables adding fields etc,
Auditing tables and fields
Recovering Deleted data 2
Custom reports.
Custom dashboards & homepages 2
Performance Analytics: Concept, Configuration with demo. 2
Creating and modifying applications and modules and other related
activities
Limiting access of Applications and modules to specific set of roles 1.5
Catalog items: Configuration, publishing it to portal etc.
Variables, Variable Variable sets 2
Workflows/Flows: Demonstrating custom workflows/flows, explain workflow
contexts etc. 2
Order guides: Complete configuration with examples and demo.
Catalog items and workflows 2
Availability of catalog item, User Criteria
Record Producers: Configuration and use case differences with a catalog
item 2
Explain configuration/customization, create widgets etc.
Creation of custom portal 3

Transform Maps, Import Set tables: explain different types of TM scripts etc.
Data Sources: types and configuration
3
Client Scripts: Detailed elaboration of each type of events with
examples/use cases 2
Implementation of GlideAjax and scratchpad variable. 2
UI Policies
Data Policies
Explain differences between those two and specific use cases. 1

Business Rules: Detailed elaboration of each type with examples/use cases

2
Script Includes: Detailed elaboration with examples/use cases. 2
UI Action
Background Scripts 1.5
Flows, using/customizing store Apps, customizing flows 4
Creating custom actions and subflows etc. 3
Explain usage of MID server, setup and configuration.
Explain ECC queue and troubleshooting techniques in case MID server goes
down, 3rd Party Integration example 3
Introduction to CMDB, elaborate differences between a CI and asset etc.

Introduction to Asset management

Classes
Schema Map
Parent and Child classes
Relationship creation
Business Application
Business Service
CMDB owner
CMDB admin 2
CMDB & Asset sync
Difference between Asset & CI
Custome CI creation
Explain IRE and data de-duplication, showcase demo/use cases. 4
System troubleshooting 1
Assignments covering all topics taught during training 2

TOTAL HOURS 60

Sub-topics Hours
Introduction to Telecommunications, Media, technology 2
Telecommunication Network Inventory
Automate Servie Lifecycle 1.5
TNI Data Model , CMDB Model 2
Equipment Model and template 1
Party Table, Party vs Group fields 1
TNI Workspace 1
Order Management Process 1
order mangement Personas 1
order Orchestration and Fulfilment 2
order Management and Service Bridge
Configure Order Management for Telecommunicationsapps to store.
order management Workflow 2
Order Management Workspace 1
Service Bridge process and IDR
Service Bridge Provider task 1.5
Service Bridge Proactive case
Service Brifge Remote catalog
Remote Task 2
Authorize user 0.5
Transform Framework 1
Variable set and Error
Virtual trasform 0.5
Service Bridge Functional flow & Personas 1
Setting up Provider & Service 1
Remote catalog 2

TMT Proactive Service Workflows: Overview

TMT Proactive Service Workflows: Process and framework 2
SD-WAN Incidents 1
Service Operation Workspace 1
Configuring Proactive Service Experience Workflows 2

TOTAL HOURS 31
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