Private ServiceNow End User/Power User Fundamentals

Course Outline

ServiceNow Overview

• What is ServiceNow?
• ServiceNow features and tools

Preparing the ServiceNow Environment

• Setting up an MID Server System

ServiceNow Quick Start

• Navigating the ServiceNow user interface
• Working with ServiceNow docs and community

Lists, Forms, and UI Basics

• Working with filters and searches
• Modifying lists and forms

ServiceNow for End Users

• Implementing configurations
• Creating and maintaining reports

Customizations, Tables, and Fields

• Examining UI policies and UI actions
• Understanding business rules and data policies
• Creating a flowchart
• Using tables
• Working with fields and field types
• Creating and deleting tables

ServiceNow Dashboards

• Dashboard Navigation
• ITIL Homepage
• Adding Gauges
• Creating a Dashboard
• Customizing Dashboards

ServiceNow Reporting

• Viewing and Creating Reports
• Creating Reports from Lists

ServiceNow Service Management

• Working with Incident Management
• Working with Change Management
• Working with Configuration Management

Summary and Conclusion