Mastering ServiceNow: A Step-by-Step Guide to IT Service Management
This comprehensive course is designed to help you master the fundamentals of ServiceNow and IT Service Management. With interactive and engaging content, you'll learn the skills and knowledge needed to succeed in this field. Upon completion, you'll receive a certificate issued by The Art of Service.Course Features - Interactive and engaging content
- Comprehensive and personalized learning experience
- Up-to-date and practical information
- Real-world applications and case studies
- High-quality content and expert instructors
- Certificate issued by The Art of Service upon completion
- Flexible learning schedule and user-friendly interface
- Mobile-accessible and community-driven
- Actionable insights and hands-on projects
- Bite-sized lessons and lifetime access
- Gamification and progress tracking
Course Outline Chapter 1: Introduction to ServiceNow and IT Service Management
- Topic 1.1: Overview of ServiceNow
- What is ServiceNow?
- History and evolution of ServiceNow
- Key features and benefits of ServiceNow
- Topic 1.2: Introduction to IT Service Management
- What is IT Service Management?
- Key concepts and principles of IT Service Management
- Benefits of IT Service Management
Chapter 2: ServiceNow Navigation and User Interface
- Topic 2.1: Navigating the ServiceNow Interface
- Overview of the ServiceNow user interface
- Navigating the ServiceNow menu and dashboard
- Customizing the ServiceNow interface
- Topic 2.2: Working with ServiceNow Lists and Forms
- Understanding ServiceNow lists and forms
- Creating and editing ServiceNow lists and forms
- Customizing ServiceNow lists and forms
Chapter 3: IT Service Management Processes
- Topic 3.1: Incident Management
- Overview of incident management
- Creating and managing incident records
- Assigning and resolving incidents
- Topic 3.2: Problem Management
- Overview of problem management
- Creating and managing problem records
- Analyzing and resolving problems
- Topic 3.3: Change Management
- Overview of change management
- Creating and managing change records
- Approving and implementing changes
Chapter 4: ServiceNow Reporting and Analytics
- Topic 4.1: Creating and Managing Reports
- Overview of ServiceNow reporting
- Creating and managing reports
- Customizing report layouts and filters
- Topic 4.2: Using ServiceNow Analytics
- Overview of ServiceNow analytics
- Creating and managing analytics dashboards
- Using analytics to drive business decisions
Chapter 5: ServiceNow Security and Access Control
- Topic 5.1: Understanding ServiceNow Security
- Overview of ServiceNow security
- Understanding roles and permissions
- Configuring security settings
- Topic 5.2: Managing Access Control
- Understanding access control lists (ACLs)
- Creating and managing ACLs
- Assigning and revoking access
Chapter 6: ServiceNow Integration and Automation
- Topic 6.1: Integrating ServiceNow with Other Systems
- Overview of ServiceNow integration
- Integrating with other IT systems
- Using APIs and web services
- Topic 6.2: Automating ServiceNow Processes
- Overview of ServiceNow automation
- Using workflows and business rules
- Creating and managing automation scripts
Chapter 7: ServiceNow Best Practices and Troubleshooting
- Topic 7.1: ServiceNow Best Practices
- Overview of ServiceNow best practices
- Configuring and customizing ServiceNow
- Using ServiceNow features and functionality
- Topic 7.2: Troubleshooting ServiceNow Issues
- Overview of ServiceNow troubleshooting
- Identifying and resolving common issues
- Using ServiceNow logs and debugging tools
Chapter 8: Advanced ServiceNow Topics
- Topic 8.1: ServiceNow Domain Separation
- Overview of domain separation
- Configuring and managing domain separation
- Using domain separation in ServiceNow
- Topic 8.2: ServiceNow Performance Analytics
- Overview of performance analytics
- Configuring and managing performance analytics
- Using performance analytics in ServiceNow
Chapter 9: ServiceNow Certification and Career Development
- Topic 9.1: ServiceNow Certification Overview
- Overview of ServiceNow certification
- Certification levels and requirements
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Chapter 1: Introduction to ServiceNow and IT Service Management
- Topic 1.1: Overview of ServiceNow
- What is ServiceNow?
- History and evolution of ServiceNow
- Key features and benefits of ServiceNow
- Topic 1.2: Introduction to IT Service Management
- What is IT Service Management?
- Key concepts and principles of IT Service Management
- Benefits of IT Service Management
Chapter 2: ServiceNow Navigation and User Interface
- Topic 2.1: Navigating the ServiceNow Interface
- Overview of the ServiceNow user interface
- Navigating the ServiceNow menu and dashboard
- Customizing the ServiceNow interface
- Topic 2.2: Working with ServiceNow Lists and Forms
- Understanding ServiceNow lists and forms
- Creating and editing ServiceNow lists and forms
- Customizing ServiceNow lists and forms
Chapter 3: IT Service Management Processes
- Topic 3.1: Incident Management
- Overview of incident management
- Creating and managing incident records
- Assigning and resolving incidents
- Topic 3.2: Problem Management
- Overview of problem management
- Creating and managing problem records
- Analyzing and resolving problems
- Topic 3.3: Change Management
- Overview of change management
- Creating and managing change records
- Approving and implementing changes
Chapter 4: ServiceNow Reporting and Analytics
- Topic 4.1: Creating and Managing Reports
- Overview of ServiceNow reporting
- Creating and managing reports
- Customizing report layouts and filters
- Topic 4.2: Using ServiceNow Analytics
- Overview of ServiceNow analytics
- Creating and managing analytics dashboards
- Using analytics to drive business decisions
Chapter 5: ServiceNow Security and Access Control
- Topic 5.1: Understanding ServiceNow Security
- Overview of ServiceNow security
- Understanding roles and permissions
- Configuring security settings
- Topic 5.2: Managing Access Control
- Understanding access control lists (ACLs)
- Creating and managing ACLs
- Assigning and revoking access
Chapter 6: ServiceNow Integration and Automation
- Topic 6.1: Integrating ServiceNow with Other Systems
- Overview of ServiceNow integration
- Integrating with other IT systems
- Using APIs and web services
- Topic 6.2: Automating ServiceNow Processes
- Overview of ServiceNow automation
- Using workflows and business rules
- Creating and managing automation scripts
Chapter 7: ServiceNow Best Practices and Troubleshooting
- Topic 7.1: ServiceNow Best Practices
- Overview of ServiceNow best practices
- Configuring and customizing ServiceNow
- Using ServiceNow features and functionality
- Topic 7.2: Troubleshooting ServiceNow Issues
- Overview of ServiceNow troubleshooting
- Identifying and resolving common issues
- Using ServiceNow logs and debugging tools
Chapter 8: Advanced ServiceNow Topics
- Topic 8.1: ServiceNow Domain Separation
- Overview of domain separation
- Configuring and managing domain separation
- Using domain separation in ServiceNow
- Topic 8.2: ServiceNow Performance Analytics
- Overview of performance analytics
- Configuring and managing performance analytics
- Using performance analytics in ServiceNow
Chapter 9: ServiceNow Certification and Career Development
- Topic 9.1: ServiceNow Certification Overview
- Overview of ServiceNow certification
- Certification levels and requirements