ServiceNow is a platform-as-a-service provider, providing technical management support, such as IT service management. During a consultation, users will be partnered with a trainer to help navigate the various options and features available to find and prioritize assigned work. Available consultations are broken into separate trainings. Each focuses on assisting users in utilizing ServiceNow in one of three areas:  Incident Management, Knowledge Management, or Agent Workspace. 

Option One: Incident Management:
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• Interface overview 
• Utilizing tables 
• Incidents assigned to your group
• The incident form 
• Sharing knowledge 
• Business Services & Application Services 
• Assignment Groups 
• SLAs 
• Updating/resolving incidents 

Option 2: Knowledge Management
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• Knowledge Bases 
• Knowledge Homepage
• Creating a Knowledge article 
• Knowledge form 
• Knowledge templates 
• Knowledge feedback 

Option 3: Agent Workspace
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• Interface overview 
• Creating an interaction 
• Chat 
• Phone 
• Email 
• Walk-Up 
• Interaction form 
• Sharing knowledge 
• Creating Incidents, requests or ideas 
• Business Services & Application Services 
• Assignment Groups 
• Creating lists 

  Option 4: Custom
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• Consultant will gather requirements prior to the consultation 

What to Bring  

• Computer or tablet  

Estimated Time Commitment 

• 60 minutes