Servicenow Fundamentals For Service Desk Operations

Learn basic modules shown in a practical way with real-life examples coming from years of experience.

What you'll learn

Basic knowledge from core ServieNow modules needed in Service Desk Operations

Practical tips and tricks improving efficiency

Real world use cases based on years of experience

How to fully utilize the potential of ServiceNow reporting

Requirements

No prior experience

Description

Whether you are working with ServiceNow on a daily basis or you want to start your career with Service Desk and want to expand your skillset - this course is for you. If you are Service Desk Agent, Incident Manager or Operational/Team Manager, you will still find something for yourself. Starting from basics that are not always obvious and finishing on operational reporting with dashboard tips and examples that were "battle-tested" in one of the biggest Service Desk outsourcing companies in the world.During the course you will not only get to know the required fundamentals to start working with ServiceNow but also useful tips and tricks that were tested in real-life examples.Take a look at more detailed schedule of what is awaiting you:1. ServiceNow Basics:     a) Overview of what ServiceNow is - how it works, different instances and how to get your own instance.     b) Walk-through interface, navigator, how to put "commands" into navigator, system settings, user profiles, view option.2. ServiceNow Lists:     a) Interface of a list     b) Tricks on a letter     c) Filtering     d) Service Now Tables and relationships3. Incident Module Overview     a) Templates     b) Activity useful tips4. Service Level Agreement (SLA) Overview     a) How the SLA is build     b) What to remember when creating/reporting an SLA5. Service Request Module Overview     a) Request hierarchy     b) basketball6. Introduction to Reporting:     a) How to create a report, walk-through the interface     b) Simple charts     c) Advanced charts and conditioning     d) Assign to me dynamic     e) Sending automatic emails     f) Incident metrics and task SLA9. Dashboards:     a) How to put reports on a Dashboard     b) Gadgets, interactive filters etc.     c) Workaround for interactive filters.

Overview

Section 1: ServiceNow and Course introduction

Lecture 1 Introduction

Section 2: ServiceNow Basics

Lecture 2 What ServiceNow is, interface, settings, navigator

Section 3: ServiceNow Lists

Lecture 3 Lists interface

Lecture 4 Lists Operations and filtering

Section 4: Incident Management

Lecture 5 Incident Form introduction

Lecture 6 Incident Form Continuation

Section 5: SLA Management

Lecture 7 Basics of Service Level Agreement

Section 6: Request Management

Lecture 8 Basics of Request Fulfillment

Section 7: Reporting

Lecture 9 Introduction to Report Module

Lecture 10 Datasets within reports

Lecture 11 Incident metrics, SLA, scheduled emails

Section 8: Dashboard

Lecture 12 Create and modify the Dashboard

Service Desk Agents, Frontline, Team Manager, Incident Manager, Operational Manager