ServiceNow Fundamentals for Service Desk Operations

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Patryk Bogula

4:34:40

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01 - ServiceNow and Course introduction

001 Introduction.mp4

09:41

02 - ServiceNow Basics

001 What ServiceNow is, interface, settings, navigator.mp4

27:43

03 - ServiceNow Lists

001 Lists interface.mp4

23:08

002 Lists Operations and filtering.mp4

19:17

04 - Incident Management

001 Incident Form introduction.mp4

27:34

002 Incident Form Continuation.mp4

38:03

05 - SLA Management

001 Basics of Service Level Agreement.mp4

15:50

06 - Request Management

001 Basics of Request Fulfillment.mp4

16:18

07 - Reporting

001 Introduction to Report Module.mp4

41:54

002 Datasets within reports.mp4

12:41

003 Incident metrics, SLA, scheduled emails.mp4

23:25

08 - Dashboard

001 Create and modify the Dashboard.mp4

19:06

Description

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

Who is this for?

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

What You Need to Know?

No prior experience

More details

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:
Â Â Â a) Overview of what ServiceNow is - how it works, different instances and how to get your own instance.
Â Â Â b) Walk-through interface, navigator, how to put "commands" into navigator, system settings, user profiles, view option.
2. ServiceNow Lists:
Â Â Â a) Interface of a list
Â Â Â b) Tricks on a letter
Â Â Â c) Filtering
Â Â Â d) Service Now Tables and relationships
3. Incident Module Overview
Â Â Â a) Templates
Â Â Â b) Activity useful tips
4. Service Level Agreement (SLA) Overview
Â Â Â a) How the SLA is build
Â Â Â b) What to remember when creating/reporting an SLA
5. Service Request Module Overview
Â Â Â a) Request hierarchy
Â Â Â b) Shopping cart
6. Introduction to Reporting:
Â Â Â a) How to create a report, walk-through the interface
Â Â Â b) Simple charts
Â Â Â c) Advanced charts and conditioning
Â Â Â d) Assign to me dynamic
Â Â Â e) Sending automatic emails
Â Â Â f) Incident metrics and task SLA
9. Dashboards:
Â Â Â a) How to put reports on a Dashboard
Â Â Â b) Gadgets, interactive filters etc.
Â Â Â c) Workaround for interactive filters.

Who this course is for:
Service Desk Agents, Frontline, Team Manager, Incident Manager, Operational Manager

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Patryk Bogula

Instructor's Courses

Years of experience working within ITIL environment, IT development and acting on various levels and roles, helped Patryk to gain broad perspective in IT world from all angles. For three years acting as an internal trainer, providing support and lectures to newcomers. Mainly focused in ITIL processes and business analysis.

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