From: servicenow-training [mailto:servicenow-training-bounces@lists.stanford.edu] On Behalf Of Rachel Manongdo
Sent: Monday, November 07, 2016 9:20 AM
To: servicenow-training@lists.stanford.edu
Subject: [servicenow-training] [PLEASE ACT] Enroll in ServiceNow Training
Importance: High
Dear UIT Colleagues,
On Dec. 5, the following modules in ServiceNow for University IT services will be released: incident management, request management (for non-billable services), knowledge management (internal and external facing articles), the services portal, and the mobile application for UIT fulfillers. If you create and update incident tickets, send service alerts, or fulfill requests in Remedy today, you're required to attend training.
These mandatory ServiceNow training sessions will take place Nov. 14 - Dec. 15 at Birch Hall Labs and 3145 Porter Drive. The first week of training (Nov. 14-17) is reserved for the Service Desk and CRC teams, and there will be no training the week of Thanksgiving. The training on Dec. 9 will be a remote BlueJeans session available for those who cannot attend a classroom session in person.
**ACTION ITEM: Please choose from this list of available SNOW-2000 sessions in STARS and enroll to secure your name on a roster. Coordinate with your teams to enroll on the same date.**
Below is a high level overview for each 4-hour training session:
Part 1: Knowledge Management (20-30 minutes)
- Process background
- ServiceNow environment
- Creating new knowledge articles, approval/retirement workflow, knowledge bases/relationship to portal
Part 2: Incident Management (2 hours)
- Process background
- ServiceNow environment
- Creating new incidents, incident form and tabs, assignment, escalation, resolution, closure, major/P1 incidents, creating other records from incident, email notifications
- Challenge labs: hands-exercises
Part 3: Request Management (1 hour)
- Process background
- ServiceNow environment
- Catalog structure, creating a new request, workflow, assignment, closure, security, email notifications
- Challenge labs: hands-on exercises
Part 4: Portal and mobile interfaces (15-20 minutes)
- Get help form, service catalog, request form, portal assignment routing, chat
- Mobile application
If this is your first experience using the ServiceNow system, please watch the "Introduction to ServiceNow" video available before your training session.
You can visit both the UIT Community site and ServiceNow project site for more information about the project.
If you have questions about training or issues with enrolling in a session, please feel free to contact me at rachel1@stanford.edu.
All the best,
Rachel Manongdo
Communications Specialist
Stanford | University IT
rachel1@stanford.edu | 650.736.9845
