Descripción

UNIDAD DIDÁCTICA 1. INCIDENT MANAGEMENT

1. Open an Incident
2. – Incident Templates
3. – Record Producer
4. – Email integration
5. Automation
6. – Business Rules
7. – Assignment Rules
8. – Linked fields (Ex: Category/Subcategory)
9. – VIP users
10. Monitoring and Reporting
11. – Incident Lifecycle Management
12. Lab: Setup the Incident Management Application for a customer

UNIDAD DIDÁCTICA 2. PROBLEM MANAGEMENT

1. Open a Problem
2. – Problem Templates
3. – Know Error State
4. Related Lists & Items
5. – Change from a Problem
6. – Close incidents from a Problem
7. – Outage from a Task
8. Automation
9. – Problem management Workflow
10. – AssignementRules
11. Lab: Setup the Problem Management Application for a customer

UNIDAD DIDÁCTICA 3. CHANGE MANAGEMENT

1. Open a Change
2. – Change types
3. – Change Templates
4. – Change State Model
5. – Risk Analysis
6. Automation
7. – StandarChange Catalog
8. – Assignment Rules
9. – Approval Management
10. Monitoring and Reporting
11. Lab: Setup the Change Management Application for a costumer

UNIDAD DIDÁCTICA 4. OTHER APPLICATIONS

1. SLA Integration
2. Schedules Integration and Management
3. Virtual Agent
4. Introduction to Scripting in ServiceNow

UNIDAD DIDÁCTICA 5. SERVICE PORTAL DESIGNER

1. Portal Editor & Portal Branding
2. Pages & Widgets
3. Service Catalogs & Service Portal
4. Surveys
5. Lab: Setup a Portal for your client