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Core ITSM Disciplines?
Service Support<br> =>Day to day operational support of IT services<br> Service Delivery <br> =>Long term planning and improvement of IT service provision<br><br> Customer: The recipient of the service<br>. Provider: Responsible for providing.<br> Supplier: The third party supplying the services.<br> User: Using the service<br>
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Related Topics
What is A Service Level Agreement, or SLA?
How many types of Agreement between the provider and the customer?
Explain the SLA Components?
Explain SLA Definition?
Explain Task SLA?
Explain how SLA and workflow work together?
SLA TIPS to know?
What is an Update set?
What are some processes of An Update set?
Planning the Update set Process?
Planing An Update set Continue?
Some common Pitfalls Of Update set?
Customizations in an Update Set?
Practical Session
What is Notification in ServiceNow and how it is Used?
What is Notification in ServiceNow and how it is Used continues?
What is anEvent in Notofication?
Email Notification Tasks?
Configuring notifications for Email tasks.?
What is SMS Notification Tasks?
Configure notifications for SMS devices, such as cell phones, perform the following tasks?
What is Push Notifications?
Email Basic Setup?
How does System Mailboxes work in serviceNow?
What is SLA Notifications?
What is Inbound Email Actions?
What is Workflow in ServiceNow?
what is Graphical Workflow Editor?
Explain Workflow Activities?
What is Transitions in Workflow and how it works?
What is Exit Conditions?
How do you Validating a workflow?
How do you Cancel a workflow?
What is script used to delete record in global mode?
How do you create a Workflow?
Why should organizations implement a Configuration Management Database (CMDB) solution?
Within an organization, who typically uses the CMDB and why?
Configuration Overview
Explain how Service-Now auto-discovery?
How is CMDB Integrated in ServiceNow It services?
Creating Relation between two CIs in the CMDB
What is Change Management?
How does Process of Change works?
The Process of change continue?
What is Domain Separation ?
Domain Separation - Basics?
Data Separation, how?
What is the Domain Visibility?
What is Contains Domains?
Contains Domains vs Visibility Domains?
Domain Separation Plugins ...
What is Incident Management?
The Process of an Incident
The Process of an Incident continue?
IT Service Management- What is Service ?
What is IT Service Management?
What are the IT Service Management ?
Core ITSM Disciplines?
What is Problem Management?
How Problem process works?
How Problem process works continue?
What is Release Management in ServiceNow?
What are the Release Management Concepts
What are the Release Names & Upgrade Process
ServiceNow Release Terminology?
ServiceNow - ITSM Platform
Overview?
Features & Key Benefits of ITSM platform
ITSM Backup and Recovery?
ServiceNow Users & Licensing Model
ServiceNow System Plugins?
Tables and Columns om ServiceNow Platform
Multi-Domain Instance
What is ITIL ?
Mention thethe core processes of ITIL?
What is Roles?
What are The Service Lifecycle i ITIL?
Mention Service Strategy divisions?
Mention Service Design divisions?
Mention Service Operation divisions?
Mention Service Transition divition?
Mention Continual Service Improvement?
Service Strategy Vision?
Mention the Activities of Service Strategy ?
What are the Service assets?
Service Design vision?
What are the Processes in Service Design?
What are the Service Level Management?
What are the Things you might find in an SLA?
Right Capacity, Right Time, Right Cost!?
ITSCM is what?
What does Information Security Management entails?
What is Service Transition entails?
What does Change Management and types entails?
What is Change Advisory Board entails?
What is Release in Release Management ?
What is Phased or Big Bang?
What are the Service Operation?
What are the Incident Management?
What are the Event Management?
What are the Problem Management?
What are the Access Management?
What are the service Service Desk entails?
What are the Continual Service Improvement?
What are the Service Measurement?
What is Reporting Performance & Tuning?
Whate are Report Visibility?
Report Types
Report Generation?
Report Output Formats?
Report Designer & Builder
Copy a Report?
Delete a Report?
Network Performance?
Application Server
Browser?
Performance & Tuning?
Consider your instance and review these five stages to determine if all or only some of them are required to keep your ServiceNow instance running like a well-tuned racecar
Step 1 – Daily instance performance?
Review the System Diagnostics homepage?
Review the previous day’s slow transactions?
Review the previous day’s slow transactions
Consider your use cases
Step 2 – Weekly instance performance
Configure scheduled jobs to use “Burst” scheduler workers?
Check for repeated errors in the error log?
Find log files over 1 GB
Find slow-running jobs
Find long-running jobs
Trend your top 20 transactions
Step 3 – Monthly instance performance?
Monitor your table growth rates
Clean your tables?
Review the Slow Queries log?
Step 4 – Quarterly instance performance?
Step 5 – Continually improve your instance?
The takeaway
What is a Glide System?
What is Bussiness Rule?
What Criteria The Business Rule is based on?
What are the database operations that the system takes on the record
What is GlideRecord?
What is the difference UI Policy and Data policy?
What is blackout?
The recommended amount of Record in update set is ?
In real life situation, what does the Project Manager do?
What is the FRS doc?
What is the difference between Application and the module?
What is base table?
What is core table?
What is the Related table?
What is Table?
What is sys_Id?
How do you make other table takes properties of the parent.?
Where is thr System dictionary?
What is dictionary override?
What is a reference qualify?
What is a Related list
What is the synchronous assycronous?
It is a good practice to limit the code run on the client side than the server side True or False?
Ahat define a defines a condition? •
The data saved to where?
Column is a field and a row is a What?
What steps will you take to load data from spreadsheet?
Coalescing on a field (or set of fields. means the field will be used as a unique key
Roles can contain other roles. When user is assigned to a role, he will inherit the contained roles as well
It compares the uniqueness of data if not found, creates new record.
It compares the uniqueness of data if not found, creates new record.
9 What do you mean by SaaS?
In which table user to group mapping is stored?
A user opened an incident record... A user opened an incident record, at that time the incident state was 'Open', he changed the state to 'New' and saved the recorD. Later, after some time he opened the same record and changed the state to 'Closed' and without saving it he changed the state to 'In Progress'. With the above-mentioned scenario above what will be the oldValue and newValue of the Incident State?
What is a Transform Map in ServiceNow?
Which of the following is A steps in the Continual Service Improvement (CSI. model?
Which of the following is A N objective of Service Operation?
What is dictionary override?
Which of the following is NOT one of the ITIL core publications? •
Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)? Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)?
The priority of an Incident refers to?
Which are the missing Service Operation processes from the following?
The BEST definition of an event is?
Technical Management IS responsible for?
The following options are considered within which process? 1. Big bang vs. Phased 2. Push and Pull 3. Automated vs. Manual
Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?
Which of the following BEST describes the purpose of Event Management?
Consider the following statements: Consider the following statements: 1. CSI provides guidance on how to improve process efficiency and effectiveness 2. CSI provides guidance on how to improve services 3. CSI provides guidance on the improvement of all phases of the service lifecycle 4. CSI provides guidance on the measurement of processes and services Which of the above statements is CORRECT?
If an organization can become more proactive in its ITSM processes, what is likely to happen to support costs?
Which of the following BEST describes a Local Service Desk structure?
What is the role of the Emergency Change Advisory Board (ECAB)?
What is the CORRECT order of the first four activities in the 7 Step Improvement Process?
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
Which of the following is an objective of business relationship management?
Which of the following BEST describes service strategies value to the business?
Which two processes will contribute MOST to enabling effective problem detection?
Which process is responsible for managing relationships with vendors?
What is the name of the group that should review changes that must be implemented faster than the normal change process?
The BEST description of an incident is:
Which one of the following is the CORRECT set of steps for the continual service improvement approach? •
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
What should a service always deliver to customers?
Which process is responsible for the availability, confidentiality and integrity of data?
Which user receives notification, meeting invites on behalf of another user
How do you edit/ create a workflow?
How do you know which release version of Service Now you are working on?
How do you change the color of the instance?
When user creates a table "abc", how does ServiceNow name it?
A transform map is a set of field maps that determine the relationships between fields in an import set and fields in an existing ServiceNow table?
How is the application Navigator (left nav) populated onload?
Moving an entry from Available to Selected slush bucket removes it from the form. ?
What table is used to store the SLAs definition?
How will you approve a change request?
Applications and modules are loaded based on?
What is difference between Save & Insert action on form?
How do you modify the field behavior?
SLA, OLA and UC are configured in which module?
In which table role to group mapping is stored?
How will you define a workflow?
If a notification has a template attached and the subject is filled out on the notification, then on the email getting fired, what will happen?
Consider a Scenario- Ramesh: Suresh, We won a deal from CISCO. Suresh: Sure, CTS will provide CISCO with best deals to carry out their IT operations. Ramesh: Now, they want that their Priority 1 network issue should be resolved within 4 hrs. Suresh: Our internal network team has its defined resolution time of 2 hrs. Ramesh: Also, you have to keep in mind, CISCO has chosen Netgear as his vendor to support his network equipment and the time for resolution with Netgear is 5 hrs. Suresh: What ITSM tool CISCO is planning to deploy? Ramesh: The tool is Service Now, Please confirm whether the requirement can be achieved or not? So, in order to fulfill the above requirement what all should be done in Service Now?
What does the Out-Of-Box 'Insert and Stay' Context menu represents?
Workflow versions captured in wf_workflow_version
Does ESS have a role?
Retroactive start when activated Sets start to equal when the ticket was created
How are users related to roles or groups?
What is Business Rules?
Which of the following is An ITIL core publications?
When Business Rules Run?
What Business Rules Takes?
What is Client Script?
Client Script Types
Client Script Types Continue?
Client Script Types-onChange
Script Includes?
UI Policies
What is Access Control Lists?
Review: Tables Rows and Fields
Search Order for a Field Level Rule?
Some Examples Tips
Some Examples Tips
Case Study for * vs. None
What is a Service Request Management (SRM)?
Types of Service Requests?
Three Separate Records of service request?
What is an incident?
What is Incident Management?
How do you prevent Incident from not happening again?
How do you fix bugs in Production?
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