Day 1:

• Overview of Service-now
• History of the tool
• Architecture of the tool
• ITIL Basic
• SAAS Basic
• Key Applications:::

1. Incident

Creating an incident, field level understanding, Resolving an incident, Reopening an incident, Moving incident to “awaiting problem” , closing an incident.

1. Problem

Creating a problem, field level understanding, Relating incidents to problem, Solving a problem.

1. Change

Creating a Change, Field level understanding, Closing a change.

1. Service catalog

Concept of service catalog, creating a request, creating a requested item, understanding of description, price.

Day 2/3:

• Type of users
• User interface

1. Banner frame,

Content and understanding of terms.

1. Application navigator

Modules and Applications, searching.

1. content frame

Welcome page, homepage, service catalog

• Form header, fields, sections
• List title bar, breadcrumbs, column heading, fields
• Searching tools

List, Global text search, knowledge base, navigator filter

• Self-Service
• Knowledge management

Roles, concept

• Reports

Day4/5:

• Design a service catalog
• Understanding different fields concept
• Creating variable.
• Different types of variables.
• Understanding of order, mandatory, default value
• Create a reference field.

Day6/7:

• Understanding difference between client script and business rule
• g_form concept
• get and set values.
• Making a field readonly, mandatory, visible
• Concept of UI Policy
• Designing UI policy and client script
• Difference between UI policy and client script

Day8:

• Gliderecord understanding.
• Table hierarchy
• Sys id concept
• Understanding business rule

Day 9:

• Understanding display business rule
• Debug business rule(addInfoMessage and logs)
• Script includes
• Async and sync difference

Day 10:

• Notification
• Events and queue
• Email templates

Day 11:

• Sent/outbox
• Received/inbox
• Inbound email actions
• Dot walking concept

Day 12/Day 13:

• Number maintenance
• List of records
• Update set(creating and migrating)
• Understanding XML concepts
• UI Macro

Day 14:

• HTML concept
• UI Page
• Using UI page in a service Catalog.
• Container concept in service catalog.

Day 15:

• UI action
• Table creation and extension
• List view of records
• OOB fields and “u_” concept

Day 16/Day 17:

• Display field concept
• SLA
• Schedule and business day concept

Day 17/18:

• Workflow

Day 19/Day 20:

• Survey
• Data source
• Transform map
• Coalesce concept

Day 21:

• Localization concept
• Enable plugins
• Concept of web service

Day 22:

• Web service
• SOAP
• Scripted web service

Day 23:

• Data Policy
• Difference between Data and UI policy
• Debuggers

Day 24:

• Delegate
• Views
• Relationships

Day 25:

• Order guide
• Record producer

Day 26/27:

• Discovery and CMDB
• JSON and Jelly
• REST web service

Day 28:

• Cloning
• Resource management

Day 29/30:

• Interview Preparation
• Certification preparation