Training

Keystone offers hands-on, instructor-led training for Service-now.com administrators. Our training focuses on real-world scenarios and test cases designed to give you actionable knowledge that will help you get the most out of your ITSM platform.

Service-now.com Administrator Training Course

This is a two day course developed by Keystone provides an introduction to ServiceNow administration. The course is designed to enable new administrators in building out and configure their ServiceNow instances.

Please contact your Keystone representative or email: training@keystone-ms.com.au for details on pricing, scheduling and upcoming classes.

View Course Outline

The course covers the following items:

Day 1

Introduction

Service-now.com Overview
Navigating Service-now.com
Users, Groups and Roles

Tables

Schema Maps
Custom tables
Numbering schemes
Modifying tables and columns

Lists and Forms

Forms and views
Personalising Lists and Controls
Creating new fields
Dependent fields

UI Controls and Business Rules

UI Policies and UI Actions
Client Scripts
Business Rules

Email Notifications

Events / Business Rules
Email Notifications
Email Templates & Watermarks
Inbound Email Actions

Applications and Module

Creating new applications and modules

Day 2

Security

Access Control Rules
Role based vs conditional security
Security Debugging

Service Level Agreements

SLA Definitions
SLA Workflows

Graphical Workflow Engine

Creating and Editing workflows

Reports, Homepages and Gauges

Creating and modifying reports
Scheduling
Homepages and gauges

Data Import

Import sets
Transform maps

Configuration Migration

Update Sets

Service Catalogue

Service Catalogue Overview
Catalogue Item creation
Service Catalogue Workflows
Service Catalogue UI Policies and Scripts

Going Further

Integration Plugins

Navigating the Service-now.com wiki

Course Details

Please contact your Keystone representative or email: training@keystone-ms.com.au for details on pricing, scheduling and upcoming classes.

What people are saying.

An inefficient, labour-intensive request system was replaced by ServiceNow to enable online service requests and self-service catalogue to relieve IT staff, while seamlessly integrating with existing HP OpenView Service Desk.
“…at a meeting early on, when our VP asked “What kind of training will there be?” One of my IT colleagues held up an iPhone and said, “Did you get training to use your iPhone?” Of course, everybody replied, “No,” and I said, “It’s going to be like that.” – Lois Lowther, REI IT Service Management Manager
“Our help desk and technical staff really liked what they saw in Service-now.com as a next-generation application that they would actually enjoy using.” – Tracy Schroeder, University of San Francisco VP of IT
“It was the first time in recorded Juniper history that our engineers were actually excited about a product. They saw it from a more technical aspect and were greatly impressed by the Web 2.0 capabilities, the Web-based model, and the fact that it actually worked in their various browsers.” – Chris Terzian, Juniper Networks Senior Technical Lead
“We’ve been able to take the positive results of our KPIs back to the business units to help drive a change in thinking from the business about IT as an actual partner and not just a cost center.” – Garrick Vance, OhioHealth Process Manager
“We could focus on the charter of our IT organization, which is to service the business, not to set up a new service management tool every two to three years.” – Ronald Hunse PriceWaterhouseCoopers – Netherlands Manager of IT Operations

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What people are saying.