- Introduction to ITSM
- Incident Management
- Problem Management and change management
- Service Request Management
- SLA’s and OLA’s
- Tool Introduction
- Releases
- Explore lists and forms
- 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
- UI Policies, Notifications
- Dictionary Entries and Overrides
- Data Policies
- List Control and Form Layout
- Exporting the Data from Service-Now
- Update sets imports and Exports
- Scheduling Jobs
- Business Rules
- Client Scripts
- UI Actions
- Script Includes
- Bar Charts
- Pie Charts
- List Reports
- Pivot Tables
- Using scripting in Reporting
- Scheduling Reports
- Making Gauges
- Loading Data of different Formats
- Using Data Sources
- Using Transform Maps and Transform scripts
- Creating Workflows on different tables
- Approvals using workflows
- Using Different Activities in workflows
- Creating Flows by using available actions.
- Introduction to Custom Actions.
- Automate the process.
- Creating Catalog Items using Variables and Variable sets
- Creating Record Producers
- Design the flow using Workflow
- Writing Catalog Client Scripts and Catalog UI Policies
- Web Services: Direct Web Services
- Transform Map Web Services
- Scripted Web Services
- Email Integration: Inbound Actions
- Event Registry
- Creating and Triggering Events