Information Technology (IT)

ServiceNow Process Manager Workflow Series

Beginner
2h

By: ServiceNow Instructor

ServiceNow Process Manager Workflow Series

Overview

This series is focused on ServiceNow tasks common to Process Managers in ServiceNow. Videos are organized in a manner based on the ServiceNow process aligned with tasks. Process Managers are encouraged to use this as a just-in-time manner to observe how to best accomplish a task in ServiceNow.

Skills Learned

After completing this online training course, students will be able to:

  • Use the ServiceNow interface as a process manager
  • Use ServiceNow as a process manager for Incident Management
  • Use ServiceNow as a process manager for Change Management
  • Use ServiceNow as a process manager for Configuration Management
  • Use ServiceNow as a process manager for Problem Management
  • Use ServiceNow as a process manager for the Service Catalog
  • Use ServiceNow as a process manager for Knowledge Management
  • Use ServiceNow as a process manager for Self-Service
  • Use ServiceNow as a process manager for Demand Management
  • Use ServiceNow as a process manager for the Survey Capability

Modules

1. Topic: Incident Management - Class Recordings

1.1 How to Create an Incident Report, Example 12 min
1.2 How to Create an Incident Report, Example 23 min
1.3 How to Reassign an Incident Record1 min
1.4 How to Reclassify and Incident Record1 min
1.5 How to Add an SLA to an Incident Record, Including SLA Definition5 min
1.6 How to Promote an Incident Record to a Major Incident Record2 min
1.7 How to Create a Major Incident Report2 min
1.8 How to Communicate Via the Incident Record1 min
1.9 How to Create an Incident Template3 min

2. Topic: Change Management - Class Recordings

2.1 How to Utilize the CAB Workbench3 min
2.2 How to Run the CAB Using ServiceNow5 min
2.3 How to Close Out a Change Record1 min
2.4 How to Create a Report, Example 12 min
2.5 How to Create a Report, Example 22 min
2.6 How to Dive Deeper into the Change Schedule3 min
2.7 How to Utilize the Change Drift Report2 min
2.8 How to Utilize a Change Blackout4 min
2.9 How to Change the Change Risk Questionnaire3 min

3. Topic: Configuration Management Database (CMDB) - Class Recordings

3.1 How to Report on CMDB Orphans2 min
3.2 How to Report on CMDB Duplicates2 min
3.3 How to Utilize the CMDB Completeness Reporting2 min

4. Topic: Problem Management - Class Recordings

4.1 How to Create a Problem Report, Example 12 min
4.2 How to Create a Problem Report, Example 23 min
4.3 How to Create a Problem Dashboard4 min
4.4 How to Reassign a Problem Record1 min
4.5 How to Reclassify a Problem Record1 min
4.6 How to Utilize and Manage Problem Known Errors2 min
4.7 How to Utilize Risk in the Problem Record1 min

5. Topic: Service Catalog - Class Recordings

5.1 How to Add Catalog Items to the Service Catalog via the Catalog Builder8 min
5.2 How to Change Catalog Items5 min
5.3 How to Create Service Catalog Report2 min
5.4 How to Maintain Service Catalog Categories2 min

6. Topic: Knowledge Management - Class Recordings

6.1 How to Add a New Knowledge Article3 min
6.2 How to Edit an Existing Knowledge Article2 min
6.3 How to Tag an Existing Knowledge Article2 min
6.4 How to Tie an Existing Knowledge Article to a Configuration item1 min
6.5 How to Approve a New Knowledge Article1 min

7. Topic: Demand Management - Class Recordings

7.1 How to Organize Demands2 min

8. Topic: Survey Capability - Class Recordings

8.1 How to Configure a Survey2 min
8.2 How to Review Survey Results2 min

9. Topic: Service Desk - Class Recordings

9.1 How to Utilize the Service Desk Workbench1 min
9.2 How to Utilize the My Service Desk Knowledge1 min
9.3 Report Creation2 min

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