In an effort to make the ServiceNow training as relevant as possible, we’ve worked with your managers to identify three clusters of activities that we’ve grouped into training modules. If you have any questions on which training to complete please contact your manager.
Level A:
- General Navigation
- Incidents: Open, Escalate, Resolve, Cancel
- Requests: Open, Cancel
- Internal KB Articles: Publishing and Reviewing
- Overview of the end-user self-service portal
All members of ICIT will be taking Level A training. The training will be self-paced, and is now available! You can self-enroll in the Canvas Training Course.
There will be additional walk-in sessions available in McGraw 19C from 12-1pm on Friday (3/6) and Monday (3/9) for any additional questions regarding the material.
For those who will be proceeding to Level B training, we suggest you complete the Level A training prior to March 9th. All others should complete the training prior to Go Live on March 23rd.
Level B:
- Requests: Processing and Fulfillment
- Reporting
- Change Management
- Problem Management
You will be required to take Level B training if your manager has identified that your role requires additional responsibilities within ServiceNow. Training will be offered as an in-person session during the week of March 9th, completion of Level A will be a prerequisite. Look for invitations to Level B training this week. If you are unable to make the scheduled time, please contact Mary Acuna to reschedule.
Level C:
- Admin: Templates, Editing service items
- Service Catalog Management: Adding a new product record and adding a new catalog entry
- External KB Articles: Publishing and Managing
There are a few specialized tasks within ServiceNow which will be covered in Level C training and will be offered in small-group sessions by topic. If your manager has recommended you attend Level C training, we will reach out to you to schedule a time.