CURSO SERVICENOW
Información adicional
Horas | 50 |
---|---|
Código | |
Formato | Digital |
Proveedor | IEDITORIAL |
21,00 €
*Los precios no incluyen el IVA.
Objetivos
Contenidos
Objetivos
– Conocer ServiceNow.
– Conocer los distintos roles del sistema.
– Conocer los distintos servicios que ofrece el sistema.
– Aprender a crear flujos de trabajo flexibles.
– Conocer los distintos roles del sistema.
– Conocer los distintos servicios que ofrece el sistema.
– Aprender a crear flujos de trabajo flexibles.
Contenidos
UNIDAD DIDÁCTICA 1. INCIDENT MANAGEMENT
Open an Incident
– Incident Templates
– Record Producer
– Email integration
Automation
– Business Rules
– Assignment Rules
– Linked fields (Ex: Category/Subcategory)
– VIP users
Monitoring and Reporting
– Incident Lifecycle Management
Lab: Setup the Incident Management Application for a customer
UNIDAD DIDÁCTICA 2. PROBLEM MANAGEMENT
Open a Problem
– Problem Templates
– Know Error State
Related Lists & Items
– Change from a Problem
– Close incidents from a Problem
– Outage from a Task
Automation
– Problem management Workflow
– AssignementRules
Lab: Setup the Problem Management Application for a customer
UNIDAD DIDÁCTICA 3. CHANGE MANAGEMENT
Open a Change
– Change types
– Change Templates
– Change State Model
– Risk Analysis
Automation
– StandarChange Catalog
– Assignment Rules
– Approval Management
Monitoring and Reporting
Lab: Setup the Change Management Application for a costumer
UNIDAD DIDÁCTICA 4. OTHER APPLICATIONS
SLA Integration
Schedules Integration and Management
Virtual Agent
Introduction to Scripting in ServiceNow
UNIDAD DIDÁCTICA 5. SERVICE PORTAL DESIGNER
Portal Editor & Portal Branding
Pages & Widgets
Service Catalogs & Service Portal
Surveys
Lab: Setup a Portal for your client
Open an Incident
– Incident Templates
– Record Producer
– Email integration
Automation
– Business Rules
– Assignment Rules
– Linked fields (Ex: Category/Subcategory)
– VIP users
Monitoring and Reporting
– Incident Lifecycle Management
Lab: Setup the Incident Management Application for a customer
UNIDAD DIDÁCTICA 2. PROBLEM MANAGEMENT
Open a Problem
– Problem Templates
– Know Error State
Related Lists & Items
– Change from a Problem
– Close incidents from a Problem
– Outage from a Task
Automation
– Problem management Workflow
– AssignementRules
Lab: Setup the Problem Management Application for a customer
UNIDAD DIDÁCTICA 3. CHANGE MANAGEMENT
Open a Change
– Change types
– Change Templates
– Change State Model
– Risk Analysis
Automation
– StandarChange Catalog
– Assignment Rules
– Approval Management
Monitoring and Reporting
Lab: Setup the Change Management Application for a costumer
UNIDAD DIDÁCTICA 4. OTHER APPLICATIONS
SLA Integration
Schedules Integration and Management
Virtual Agent
Introduction to Scripting in ServiceNow
UNIDAD DIDÁCTICA 5. SERVICE PORTAL DESIGNER
Portal Editor & Portal Branding
Pages & Widgets
Service Catalogs & Service Portal
Surveys
Lab: Setup a Portal for your client