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.
Contents
- ServiceNow Virtual Office Hours
- Registration Information
- Workshop Details
- Additional Training Opportunities
ServiceNow Virtual Office Hours
When: Every 3rd Wednesday of the month
Time: 11:00 AM to 12:00 PM
Where: Virtual – Join from anywhere! Use this Zoom Link to JOIN SERVICENOW VIRTUAL OFFICE HOURS- Get real-time answers from the ServiceNow trainers.
- Discover best practices and solutions tailored to your needs.
- Share your ideas, challenges, or just connect with others in the community.
Everyone is welcome – from newcomers to advanced users.Our first VOH time is 11:00 AM to 12:00 PM, Wednesday, January 22nd, 2025.Save the Date and we’ll see you there!
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.
Spring workshops are now posted!
| ServiceNow 101 | Tuesday, March 25, 2025 | 10:00 a.m. - 11:30 a.m. |
| ServiceNow 102 | Thursday, March 27, 2025 | 10:00 a.m. - 11:30 a.m. |
| Working with Request Items and Catalog Tasks | Tuesday, April 1, 2025 | 2:00 p.m. - 3:30 p.m. |
| ServiceNow Reporting Basics | Thursday, April 3, 2025 | 10:00 a.m. - 11:30 a.m. |
| ServiceNow Visual Task Boards | Tuesday, April 8, 2025 | 10:00 a.m. - 11:30 a.m. |
| Knowledge Base Articles Terminology and Development | Thursday,April 10, 2025 | 10:00 a.m. - 11:30 a.m. |
| Service Catalog Terminology and Development | Tuesday, April 15, 2025 | 2:00 p.m. - 3:30 p.m. |
| ServiceNow Practice Lab | Thursday, April 17, 2025 | 2:00 p.m. - 3:00 p.m. |
Continue reading for details of each session.
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.
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.
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.
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.
ServiceNow Visual Task Boards
Description
The ServiceNow Visual Task Boards training workshop provides an opportunity for ServiceNow users to learn how they can use Visual Task Boards for keeping track of their work tasks and projects.
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.
Knowledge Base Articles Terminology and Development
Description
The initial segment delves into the art of crafting impactful knowledge articles in ServiceNow. Uncover the significance of utilizing knowledge articles and master the secrets to effective documentation.
Learning Objectives
- Gain practical experience in crafting knowledge base articles within the ServiceNow environment.
- Ensure your knowledge base articles meet basic QA standards.
Service Catalog Terminology and Request Item Development
Description
Familiarize yourself with fundamental terminology essential for collaborating with our request item development team.
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.
ServiceNow Practice Lab
Description
The ServiceNow Lab provides additional practice time during which you may work on activities you were unable to complete, ask questions, or get one-on-one help from the workshop instructors.
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."