ServiceNow Fundamentals for Service Desk Operations

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 relationships

3. Incident Module Overview

     a) Templates

     b) Activity useful tips

4. Service Level Agreement (SLA) Overview

     a) How the SLA is build

     b) What to remember when creating/reporting an SLA

5. Service Request Module Overview

     a) Request hierarchy

     b) Shopping cart

6. 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 SLA

9. Dashboards:

     a) How to put reports on a Dashboard

     b) Gadgets, interactive filters etc.

     c) Workaround for interactive filters.

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