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The ServiceNow Fundamentals course is a comprehensive training program designed to provide participants with a solid foundation in using and administering the ServiceNow platform. This course covers essential concepts, functionalities, and best practices to effectively leverage ServiceNow for IT service management and beyond. Whether you are new to ServiceNow or seeking to enhance your existing knowledge, this course will equip you with the necessary skills to navigate the platform, configure key components, and maximize its potential within your organization.

Course Objectives:

Understand the core components and architecture of the ServiceNow platform.
Explore the various modules and applications available within ServiceNow.
Learn how to navigate the user interface and efficiently use ServiceNow features and tools.
Gain proficiency in configuring and customizing ServiceNow to meet specific business requirements.
Master the essential IT service management processes supported by ServiceNow, such as Incident Management, Change Management, and Service Catalog.
Discover advanced features and functionalities, including workflows, automation, reporting, and analytics.
Learn about best practices for administering and maintaining the ServiceNow platform.
Develop the skills to troubleshoot common issues and perform system administration tasks.
Understand the importance of integrating ServiceNow with other systems and tools.

Course Outline:

Introduction to ServiceNow

Overview of ServiceNow platform and its capabilities
ServiceNow modules and applications
User roles and access controls
ServiceNow User Interface

Navigation and search features
Forms, lists, and record views
Personalizing the user interface
ServiceNow Configuration and Customization

Tables, fields, and relationships
Dictionary Overrides and field customization
Business rules and client scripts
Incident Management

Incident lifecycle and management processes
Creating and resolving incidents
SLA management and escalation
Change Management

Change lifecycle and best practices
Creating and managing change requests
Change approval and implementation
Service Catalog and Request Management

Designing and publishing service catalog items
Managing service requests and fulfillment
Workflow automation for request management
Reporting and Analytics

Creating reports and dashboards
Performance analytics and key metrics
Data visualization and insights
System Administration and Maintenance

User administration and security
System configuration and customization best practices
Upgrades and patches management
Integration and Orchestration

Integrating ServiceNow with external systems and tools
Orchestration workflows and automation
Troubleshooting and Support

Debugging and resolving common issues
ServiceNow community and support resources

Who Should Attend:

IT professionals and administrators responsible for implementing or managing ServiceNow within their organizations.
System administrators seeking to enhance their skills and knowledge of the ServiceNow platform.
IT service management professionals interested in leveraging ServiceNow for efficient and effective service delivery.
Individuals looking to pursue a career in ServiceNow administration or development.

Prerequisites:

Basic understanding of IT service management concepts and processes.
Familiarity with general IT terminology and workflows.
By the end of this comprehensive ServiceNow Fundamentals course, participants will have gained the knowledge and skills needed to effectively use, administer, and configure the ServiceNow platform to optimize IT service management processes and drive organizational efficiency.

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