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Introduction to Service Now
- What is Service Now
- Why and who can use Service Now
- Concept of cloud computing in Service Now
- Introduction to ITIL foundation
- Navigation and users
- Helpful portals, Service-Now Releases & platform.
- Users (Admin, ITIL & ESS).
- Licensing Overview.
Incident Management
- Overview
- Incident management process
- Continual service improvement to incident management
Change Management
- Overview
- Change management process (Raising, planning and Authorize)
- Change management workflow and change task
- Continual service improvement to change management
Problem Management
- Overview
- Problem management process (identify, Investigate, Resolve)
- Problem management workflow and problem task types
- Continual Service improvement to problem management
- Context menu
Asset and Configuration management
- Introduction to CI and Asset
- Class and category CI
- Model and type of assets
- CMDB Plug-in and CI Relationships
Knowledge Management
- Overview
- Knowledge Management Roles
- Application and Modules
- Using Knowledge
- Creating Knowledge
- Translating Knowledge
- Tracking and Reporting on Knowledge
SLA & SDLC
- Introduction to SLA,OLA and UPC
- SLA Workflow
- Service Level Agreement
- SDLC In Service now
Flat # 202, Plot # 575, Sudharshan Plaza Apartment, 6th Phase Road, 6th Phase, KPHB Colony, Kukatpally, Hyderabad, Telangana-500072.