Check out these hands-on labs covering various capabilities that will help grow your career as an Implementation Specialist!
Customer Service Management K20 Labs for Implementation Specialists
Resolve Customer Issues Faster with Advanced Work Assignment and Agent Workspace - Advanced Work Assignment (AWA) makes it possible to automatically assign work items such as chats and cases to agents, based on their availability, capacity, and even skills. By defining work item queues, routing conditions, and assignments, work is delivered to agents' Agent Workspace inbox. Attend this lab to learn how using AWA in Customer Service Management can simplify assignments to resolve customer problems faster. In this session, Rich Runfola and Shawn O'Connell will explain the AWA features, processes, and components, as well as provide a demonstration of AWA routing work to an agent's Agent Workspace. Gain hands-on experience configuring AWA and Agent Workspace with guided labs in a ServiceNow instance.
Deliver Proactive Solutions with Customer Service Management and IT Operations Management - While it's common for digital and connected services to experience planned and unplanned outages, customers shouldn't suffer as a result. Join this lab to learn how using Customer Service Management and IT Operations Management together make monitoring digital and connected services' health and availability possible, enabling proactive customer service.
Manage Customer Issues from Open to Resolution in Customer Service Management - Be it a complaint or problem, addressing customer concerns often means going beyond customer service and working with other teams to resolve the underlying issue. This lab will demonstrate how Customer Service Management makes it easy for customers to raise issues and workflow drives efficient triage, collaboration, and resolution.
Improve Service Using the Knowledge-Centered Support (KCS) Methodology in Customer Service Managemen... - As a Knowledge-Centered Service (or KCS®) v6 verified product, Knowledge Management in Customer Service Management provides features to improve knowledge, such as article quality reviews, in-context knowledge capture, and feedback management. Attend this lab to learn how using KCS methodology is a game-changer in customer service. KCS® is a service mark of the Consortium for Service Innovation™.
Field Service Management K20 Labs for Implementation Specialists
Optimize Work Orders with Field Service Management - The traditional image of Field Service conjures visions of an employee in safety gear. Today, Field Service can be any dispatchable work, be it on-premise or other locations. The ServiceNow Field Service Management application helps organizations manage work tasks performed on location. In LAB2998, you will match tasks to agents based on skills, geographic territory assignments, and available inventory. Agents can record details on assigned tasks like completion status, travel time to jobs, and time spent.
GRC K20 Labs for Implementation Specialists
Continuous Monitoring across the Enterprise with ServiceNow GRC - Imagine having the ability to manage risk—be it digital, IT, compliance, or human resources —across every department and function, without slowing down processes and over-burdening your team. Picture a scenario where previously siloed processes become part of an integrated risk program that extends across the enterprise. With ServiceNow, you can make this vision a reality. Complete this lab to learn how ServiceNow GRC utilizes the NOW Platform to monitor compliance across HR, IT, and Customer Service, as well as cyber risk introduced by vulnerabilities. By applying ServiceNow's continuous monitoring capabilities, identify changes as they occur, and quickly respond to maintain a strong risk and compliance posture. In this course, take a closer look at some of the common risk and compliance management challenges through scenarios targeted for hands-on learning.
HR Service Delivery K20 Labs for Implementation Specialists
Leverage HR Service Delivery Features and Functionality - In the ServiceNow HR Service Delivery solution, we've introduced a number of new features that can be used to shorten your implementation projects and accelerate the time to value. The focus of this lab is to highlight out-of-the-box functionality that can accelerate your implementation and reduce customizations.
Build a Unified Employee Service Experience with Employee Service Center - In this lab, discover how the Employee Service Center provides organizations with the ability to provide a one-stop-shop for employees, not only to submit requests and see knowledge articles but also to provide an authentic experience with targeted communications and step-by-step guidance.
Digitize Employee Workflows for a Better Employee Experience - We've made some big improvements in our Enterprise Onboarding and Transitions product. In this lab, we're going to show how the Enterprise Onboarding and Transition product can be used to configure cross-department processes like onboarding, leave absence, and others that start in HR but have tasks that span the organization and involve groups like IT and facilities. With our new admin experience, we'll show you how to configure activity sets and activities using the new LE Builder (no coding experience), along with best practices for HR service activities and task types.
IT Operations Management K20 Labs for Implementation Specialists
Probes to Patterns with IT Operations Discovery - Probes and patterns are complementary technologies that provide greater flexibility for the Discovery capabilities and its administrators to build/ship Discovery content. It's imperative to understand the technical differences between probes and patterns. Customers leveraging Discovery with probes can be migrated to patterns. In this Knowledge 20 Lab1225, you'll learn the best practices and methodology to migrate the strategy from probes to pattern.
Make Better Decisions with Query Builder - This Knowledge 20 Lab2796 introduces Students to Query Builder and the key use cases it tackles. Students will learn basic query design, multi-level connectors, and joining non-CMDB tables with CMDB tables. Additionally, you will be trained on how to export and import queries across instances, setup reports with scheduling, and assigning tags to queries.
Drive Real Value with Common Service Data Model (CSDM) and CMDB - What is a service? How should my CMDB be modeled to support APM, incident, change, service portfolio, ITOM, and ITSM? Answer these questions and more with the K20 Lab2948. Learn how to drive real value in stages: Crawl, Walk, Run, Fly. Get hands-on experience building out the CMDB model to support capabilities to reduce risk, improve mean time to resolution, and automate previously manual activities.
IT Business Management K20 Labs for Implementation Specialists
Manage Strategies to Drive Outcomes that Create Value with IT Business Management - Is your organization's budget, team, and work allocation consciously prioritized based on business, or technology needs? Learn how having Project and Portfolio Management (PPM) on the same platform as Service Management and Operations Management enables you to get complete visibility of your demand pipeline and project portfolios and how this enables better strategic alignment of programs, projects, and resources.
Use IT Business Management to Adapt Planning to Embrace Uncertainty - With traditional plan-driven models and complex rules and controls, organizations may have difficulty when it comes to dealing with uncertainty. When change happens, it can be challenging to adapt plans and refocus your teams to reach desired business outcomes. ITBM helps you to stop obsessing over static annual techniques and processes and start thinking about how teams across your organization can be agile and adaptive to change and pivot in uncertain environments. With ITBM, you can move away from annual planning cycles to more adaptive approaches and you can eliminate the roadblocks created by heavy governance and better engage with lean operations… all of which leads to greater organizational agility. In the practice labs, you'll see key capabilities of ServiceNow's IT Business Management applications and capabilities that will enable your organization to adapt planning to embrace the uncertainties that happen with change.
Scale Work from Traditional to Agile Methods with IT Business Management - This lab looks at how your organization can successfully move from traditional project & portfolio management to agile & iterative methodologies. Starting with the basic elements of managing backlogs via agile project management, to getting an understanding of how scrum teams can use ITBM, and scaling Agile via Scaled Agile Framework (SAFe), this ITBM session will help you plan, manage and fund work in organizations with a growing agile portfolio.
Align Business and Drive Technology Decision Making with Application Portfolio Management - In this lab, you'll consider key pillars of successful Application Portfolio Management. The session will cover how to develop an inventory of digital assets along with foundational information on each of those assets, how to identify relationships between digital assets and business capabilities, including cross-technology dependencies and how to rationalize and manage the application portfolio to improve performance and better support related business and technology functions.
IT Service Management K20 Labs for Implementation Specialists
Breaking the Change Management Barrier with Automation - ServiceNow is allowing DevOps to be agile and intelligently automate change management workflows. The Now Platform is built for complete workflow processes and views across IT with the common goal of integration to development tools. In this lab, see how we're integrating change with DevOps using out-of-the-box REST APIs, accelerating change by automating approvals based on risk thresholds, and enabling better governance with a clear audit trail.
Resolve Critical Issues Faster with Major Incident Management - Join us to learn how critical issues are escalated and resolved faster with Major Incident Management. We'll review how there is a single pane workbench for IT to make informed decisions, real-time status updates to service owners and consumers, and automated documents processes with post-incident reviews. ServiceNow makes collaboration across teams and tracking major issues more agile than ever by having in-workbench communications and conferences to bring in the appropriate people at the right time.
Best Practices for IT with Service Level Management - Service Level Management (SLM) can be a challenge if you don't know where to begin. In this lab, we'll look at SLM best practices learned from thousands of implementations, and some of the ways to get started with configuring SLM to service your IT shop. We'll also examine the creation, maintenance, and reporting of SLAs, as well as other parts of the full SLM experience.
Minimize Risk and Impact with Change Management - Fasten your seatbelt and discover the power and flexibility of ServiceNow Change Management. This lab tackles some of the common misconceptions associated with legacy change management and shares proven techniques for balancing change risk and agility. We'll explore setting up change schedules, detecting and remediating conflicts, using workflows for dynamic multi-stage approvals, and demonstrate the agility that comes with using Standard Changes. Insight is key, so this lab will also teach you how easy it is to create your own change dashboard.
Build Great Mobile Experiences with IT Service Management - Build great mobile experiences with IT Service Management! Learn about our new IT Service Management Mobile (ITSM) application in this lab and see how working from anywhere is made easy. It's a native application on your mobile phone that allows you to quickly view and respond to tasks, manage team assignments with simple gestures and view requests, and approve with a swipe – all on the go. This session walks you through how to navigate through the Now Platform and Studio in order to modify the existing ServiceNow Mobile Agent App. As the System Administrator, you will learn how to install the ITSM Mobile Agent plugin and configure a new applet and applet launcher for critical or high, unassigned incidents.
Predictive Intelligence, Natural Language Understanding and Virtual Agent K20 Labs for Implementation Specialists
Accelerate Incident Resolution with Predictive Intelligence and Agent Workspace - Achieve faster incident resolution and better incident management with Agent Workspace and Predictive Intelligence from ServiceNow. Join us to learn how machine learning can help agents drive faster incident resolution through Agent Workspace – a command center to help service desk agents prioritize and act rapidly with everything they need in one place. There is higher agent productivity as they consistently collaborate with users across channels such as Slack and Microsoft teams, use activity streams to keep the latest updates in view and accelerate resolution with machine learning and contextual help.
Use Natural Language Understanding (NLU) to Improve Virtual Agent Success Rates - Attendees of this workshop will build chatbot conversations to interact with a custom application. They will also add a chatbot icon to Service Portal to make it easy for end-users to engage their application.
Create Amazing Self-Service Experiences with Virtual Agent - ServiceNow® Virtual Agent is a platform for providing user assistance through conversations within a messaging interface. Implementing a virtual agent to handle common requests and tasks enables your users to get immediate help, day or night. Automating these support tasks with a virtual agent frees your support agents to focus on more complex user issues and enables you to scale your support organization accordingly. In this session, you'll be introduced to the Virtual Agent, learn about different configuration options, activate the out of the box conversations, and interact with them. You'll walk away with the knowledge you need to get started with the Virtual Agent at your own organization.
Security Operations K20 Labs for Implementation Specialists
Improve Security with Vulnerability Management - Are you interested in learning how you can help your organization mitigate security risks by automating vulnerability remediation efforts within ServiceNow? If so, join our security experts at the Vulnerability Response lab to see what we can do and how it works. You'll learn the basics of integration with vulnerability scanners, how to prioritize their results based on impact to the business, as well as exploring new features such as solution management and exposure analysis.
Handle Attacks with Security Incident Response and Threat Intelligence - Join ServiceNow cybersecurity experts in this lab to learn how Security Operations empowers security teams to quickly and effectively tackle security incidents, while also providing security managers and leaders with increased visibility. If you're interested in improving cybersecurity operations through automation, orchestration, and advanced reporting, this lab is for you. Laptop computer required for this lab.
