Introduction

IT Experience and Engagement offers training sessions throughout the year for ServiceNow orientation. These sessions provide hands-on educational opportunities to learn how to navigate through the latest version of ServiceNow as well as provide in-depth training on how to use Incident Management and how to run reports in ServiceNow. These sessions will be advantageous to those currently using ServiceNow, desiring an introduction to ServiceNow, or just wanting to learn more about ServiceNow.

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Contents

• Registration Information
• Workshop Details
  • ServiceNow 101
  • ServiceNow 102
  • Working with Request Items and Catalog Tasks
  • ServiceNow Reporting Basics
  • ServiceNow Visual Task Boards
  • Knowledge Base Articles and Terminology of Request Item Development
  • ServiceNow Lab
• Additional Training Opportunities

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Registration Information

Check this knowledge article, the #itannouncements Slack channel, Techsupport Google Group, and email for updates about educational opportunities throughout the year.

Registration is limited to Virginia Tech affiliates. You must use your VT username and password to register.

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Workshop Details

Here we will share the details for the workshops that we offer at different times during the year. Refer to the Registration Information to determine which workshops are currently being offered.

ServiceNow 101

Description

The ServiceNow 101 training workshop will provide an opportunity for partners new to ServiceNow to have firsthand experience with the ServiceNow platform and for partners who have been using ServiceNow that would benefit from a review. 

Learning Objectives

Provide an introduction to ServiceNow and offer hands on opportunities to navigate and use the ServiceNow Platform.

Upon completion of this workshop, you will be able to:

• navigate ServiceNow screens and return to their Dashboard,
• create an incident on behalf of another person (if you have a ServiceNow license),
• search, review, update, and resolve incidents, and
• run basic reports and queries.

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ServiceNow 102

Description

The ServiceNow 102 training workshop will provide an opportunity for partners that have been using ServiceNow to learn more about Incident Management. 

Learning Objectives

Provide an introduction to ServiceNow and offer hands on opportunities to navigate and use the ServiceNow Platform.

Upon completion of this workshop, you will be able to:

• work with Dashboards,
• create a query and use the filter,
• change the view of a table list,
• work incidents transferred to your group,
• transfer incidents to the Help Desk, and
• find more information and training resources for those that want to learn more about ServiceNow.

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Working with Request Items and Catalog Tasks

Description

The Working with Request Items and Catalog Tasks training workshop will provide an opportunity for partners that have been using the IT Service Catalog to make their IT Service offering available. 

Learning Objectives

Provide an opportunity to learn more about Service Catalog Request Items and Catalog Tasks.

Upon completion of this workshop, you will be able to:

• define terms that will be used when working with Service Catalog items,
• differentiate request items (RITM) and catalog tasks(TASK) and explain the differences between the two,
• compare communication and collaboration when working with RITM and Task,
• summarize how a Homepage can be used to find your group's RITMs and TASKs, and
• create a report about your group's RITMs and TASKs.

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ServiceNow Reporting Basics

Description

ServiceNow Reporting Basics training workshop provides an opportunity for ServiceNow users to learn how to run a report and use the reporting function to get a better insight about their business operation and/or make data-driven decisions. 

Learning Objectives

Upon completion of this workshop, you will be able to:

• describe what ServiceNow reporting is about,
• select an appropriate report type based on needs,
• explain steps involved in ServiceNow reporting,
• choose the right choices for each ServiceNow reporting steps,
• create a ServiceNow report, and
• publish and export a ServiceNow reporting function.

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ServiceNow Visual Task Boards

Description

Learning Objectives

Upon completion of this workshop, you will be able to:

• describe what ServiceNow Visual Task Boards is,
• select and use an appropriate Visual Task Boards for different needs,
• create a ServiceNow a Visual Task Board,
• use a Visual Task Board.

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Knowledge Base Articles Terminology and Development

Description

Learning Objectives

• Gain practical experience in crafting knowledge base articles within the ServiceNow environment.
• Ensure your knowledge base articles meet basic QA standards.

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Request Item Terminology and Development

Description

Learning Objectives

• Develop a foundational understanding of terminology used in request item development.
• Outline how to create the forms to gather information for the request items.
• Identify how to create workflows for fulfillment of the request. 
• Show online resources for further knowledge building. 

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ServiceNow Practice Lab

Description

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Additional Training Opportunities

For online training and access to previous videos of the workshops, please join our online ServiceNow Training course.

If you require training for yourself or your department before our next workshops, please submit a request for training by using the Service Catalog item ServiceNow: Become a Partner, Consultation, and Training. Select ServiceNow Training for the first question, "Topic of consultation."