This course covers the following learning outcomes and goals: understanding Problem Management in ServiceNow, creating and managing users, groups, and roles in ServiceNow, comparing ServiceNow and Cherwell features, utilizing ServiceNow tools such as Update Sets, SLA, and Visual Taskboard, and automating tasks using ServiceNow Flow.
Individual skills and tools taught in the course include creating incidents and problems in ServiceNow, managing user access and permissions, generating reports, utilizing ServiceNow automation features, and integrating knowledge articles with tickets.
The teaching method of the course includes lectures, demonstrations, and practical exercises to apply the concepts learned in ServiceNow.
The intended audience for this course includes IT professionals, ServiceNow administrators, help desk staff, and anyone looking to enhance their skills in using ServiceNow for IT service management.
Overview
Syllabus
What is Problem Management in ServiceNow?.
Basic Security Rights in ServiceNow vs Cherwell.
ServiceNow Inbound Actions vs Cherwell Email Monitor.
Differences Between ServiceNow and Cherwell (Incidents and Service Requests).
Differences Between ServiceNow and Cherwell (Blueprints and Update Sets).
How to Create a Group or Local Group in ServiceNow.
How to Create a User or User Account in ServiceNow.
How to Assign a User to a Group in ServiceNow.
Basic Email Intake in ServiceNow vs Cherwell.
Where to Find System Logs in ServiceNow vs Cherwell.
Verifying User Issues in ServiceNow vs Cherwell: Impersonation vs Test User Accounts.
Field Creation and Field Movement on Forms in ServiceNow vs Cherwell.
ServiceNow Visual Taskboard: Brief Overview.
ServiceNow Update Set Picker and Application Picker in Header.
ServiceNow Service-Level Agreement (SLA): Brief Overview.
Looking at All Incidents by State in ServiceNow: Report Overview.
ServiceNow Import via Column Context Menu for Simple Imports.
Overview of Incident Management in ServiceNow.
How to Create a Problem in ServiceNow.
How to Create a Custom Role in ServiceNow.
How to Create a Custom Group in ServiceNow.
Overview of Change Management in ServiceNow.
Non-Production Emails in Cherwell vs ServiceNow.
Multiple Users in the Same Record (ServiceNow vs Cherwell).
Multi-Tasking in ServiceNow vs Cherwell.
Real-Time/Live Logging and Debugging in ServiceNow vs Cherwell.
"Find My Version" in ServiceNow vs Cherwell.
Creating a User to Audit Read-Only Access in ServiceNow vs Cherwell.
ServiceNow (SNOW) Flow vs Cherwell One-Steps: Overview of Automation.
Licensing in ServiceNow vs Cherwell.
The ServiceNow Community vs the Cherwell Community.
Basic User and Group Differences in Cherwell and ServiceNow.
How to Add Members to a Group in ServiceNow.
How to Create a Simple Inbound Action in ServiceNow.
Cherwell Views and ServiceNow Application: Brief Overview and Troubleshooting.
How to Bypass SSO for Cherwell Portal and ServiceNow.
Demo Databases in ServiceNow vs Cherwell.
Brief Overview of Sample LDAP ServiceNow.
How to Create an SLA Breached Report in ServiceNow.
How to Create an Incident Report Based on Assignment Group in ServiceNow.
Administering the Portal in ServiceNow vs Cherwell.
ServiceNow Knowledge-Centered Services (KCS) Capabilities | Plugin Overview.
How to Edit Banner Image/Logo in ServiceNow.
ServiceNow Change Advisory Board (CAB) Workbench Overview.
How to use Functions in ServiceNow Reports.
Maximizing Real Estate Space in ServiceNow vs Cherwell (Quick Tips).
ServiceNow Activity Feed vs Cherwell Journals | Record History.
How to Schedule a Report in ServiceNow.
How to Create a Notification and Trigger Email in ServiceNow.
How to Create Reports in ServiceNow.
Using and Managing Templates in ServiceNow vs Cherwell.
Attaching Knowledge Articles to Tickets in ServiceNow vs Cherwell.
Video Library for ServiceNow vs Cherwell.
Handling Out of Office Emails in ServiceNow vs Cherwell.
Linking Changes and Problems to Incidents Cherwell vs ServiceNow.
Taught by
Beyond20LLC
