You know when you pay lots of money for vendor software training but your team can't really relate that back to your specific deployment? 

We solve that problem by providing a variety of training options:  standardized or a fully customized education & training program for your specific instance.

Our goal at the end of the training: knowledge, awareness & and the ability for your team can jump right in and be productive.   

Plus with a variety of support options we won't leave you stranded after - we'll be available to answer the usual follow up questions that always arise.  All at a cost that can typically save you 25% of your training budget.

We know the solutions inside and out and have a proven track record in providing training for platform administrators, teams and end users.

Let us know your education gap and we can outline some options.

 
SuMO is the ONLY Canadian-owned ServiceNow GOLD SERVICES Partner to be certified by ServiceNow to deliver formal ServiceNow Training.

SuMO is the ONLY Canadian-owned ServiceNow GOLD SERVICES Partner to be certified by ServiceNow to deliver formal ServiceNow Training.


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Please scroll down to see more information about each course.


SERVICENOW FUNDAMENTALS (previously Platform Administration)
This course is designed for system administrators who are new to the ServiceNow ecosystem. During this 3‑day interactive training course attendees will implement various system administration functions in their own instance, learning to perform fundamental administration and configuration tasks. Specifically, attendees will learn to:

  • Perform core configuration tasks

  • Work with User Interface (UI) policies, data policies, UI actions, business rules and client scripts

  • Add users, groups and roles

  • Manage data with tables, the configuration management database (CMDB), import sets and update sets

  • Work with two key process applications: Knowledge Base and ServiceNow Service Catalog

  • Create workflow activities and approvals

  • Configure alerts and notifications

  • View upgrade history and status

  • Control system access and data security

  • Create baseline performance metrics

  • Run reports, configure service level agreements (SLAs) and perform instance branding and customization

  • Integrate social IT elements and learn best practices

Attendees participate in real world, relevant lab exercises. The class features lecture and group discussions, as well as extensive hands‑on practice, delivered in a wide variety of labs, tech talks and an interactive discussion of a comprehensive, real‑world example.  Successful candidates will be ready to take the “ServiceNow System Administrator” exam and earn their certification!

Course Length:  3 days
Time:  9 am - 5 pm (Eastern)
Who:  This course is designed for new ServiceNow System Administrators approx. 0‑3 months into a new deployment.

 

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Course Length:  2 days
Time:  8:30 am - 5 pm (Eastern)
Who:  This course is designed for ServiceNow administrators and consultants who maintain ServiceNow systems – in production for approximately six to 12 months – and who have successfully passed the System Administration certification.

 

ADVANCED SYSTEM ADMINISTRATION

The System Administration Advanced course teaches about the robust controls in the base instance in modules and labs to reinforce daily tasks. Course labs are designed step‑by‑step to facilitate application of concepts.

This course explores ServiceNow application and how it's defined. It continues by covering the components of an application, focusing on application scopes and the different types of application data. The course continues on by examining reporting. It examines how ServiceNow reporting enables the user to create and distribute reports that show the current state of instance data, such as how many open incidents of each priority exist followed by data hygiene and the importance of maintaining the system humming, which also provides better user experience. The course wraps up by reviewing ServiceNow integrations with many third‑party applications and data sources.

The System Administration Advanced course will prepare administrators through advanced concepts by:

  • Identifying ServiceNow applications and application components

  • Explaining the difference between application configurations and customizations

  • Describing best practices for reporting efficiencies within the ServiceNow platform

  • Identifying various factors affecting performance

  • Discussing different data paths into the ServiceNow platform

Prerequisites

  • Certified System Administrator

  • Successful completion of CodeAcademy’s JavaScript course is recommended

  • Scripting in ServiceNow is highly recommended


SERVICENOW ITSM FUNDAMENTALS
ServiceNow Fundamentals is designed for users with various organizational roles who are expected to work within the NOW Platform®. During this three‑day interactive training course, attendees will learn about the NOW Platform® User Interface, gain a basic knowledge of the database schema, understand uses for commonly accessed applications, and be introduced to advanced features and functionality, such as scripting and application development.  

Specifically, attendees will learn about:

  • Application navigation and user interfaces like lists and forms 

  • The importance of branding, as well as how to apply it to the platform 

  • Users, groups, and roles 

  • Task management using assignment rules, presence, and work notes 

  • Notifications and chat

  • Running basic reports, as well as the benefits of metrics and dashboards

  • The database structure: tables, records, and fields

  • Protecting ServiceNow instance data using Access Control rules

  • Populating the database using import sets

  • The structure of a configuration management database (CMDB) and associated configuration items

  • Two key ServiceNow self‑service applications: Knowledge Base and Service Catalog 

  • Using Flows and Workflows for process automation

  • Various script types used throughout the platform 

  • Capturing and moving configurations between instances, using update sets

  • Some of the major tools and features related to application development

The class features lecture and group discussions, as well as extensive hands‑on practice delivered in a wide variety of labs complete with user stories.

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Course Length:  2 days
Time:  9 am - 5 pm (Eastern)
Who:  This course is designed for all users; those experienced with ServiceNow or brand new to the platform and looking to learn about the fundamental platform features.


SERVICENOW PROJECT & PORTFOLIO MGMT FUNDAMENTALS
Project Management is the application of methods, tools, and techniques to achieve new capabilities, meet demands, respond to changes, and realize new opportunities. In this 2-day course, attendees are introduced to the ServiceNow Project Portfolio Management suite (PPS) and learn how to efficiently manage the project lifecycle. 

A combination of lecture content and lab work helps attendees achieve the following: 

  • Get introduced to the suite of PPS tools and understand the specific role each application plays in Project Portfolio Management

  • Understand the solution architecture and deployment options with respect to the organizational structure and goals

  • Master the project management toolbox including Workbench, Templates, Scheduling Engine, Import and Export, Status Reports

  • Learn the secrets of efficiently working with the Planning Console and My Gantt

  • Dive into advanced project scheduling and learn to track risks, issues, goals, milestones, and baselines

  • Become proficient with Portfolio Financial Planning and project and demand financial estimation and budget vs. actuals tracking

  • Implement Resource management to allow for a structured request-fulfill process and accounting of project resources

  • Use the Demand application to prioritize business ideas and generate and manage strategic demands

  • Monitor Portfolio, Program, and Project health on Workbenches and via role-based dashboards

I want to thank you very much for making this project a success. I enjoyed working with you and appreciate your excellent skills and professionalism
— Texas A&M
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Course Length:  2 days
Time:  9 am - 5 pm (Eastern)
Who:  This course is designed for Project, Program, and Portfolio Managers, members of the Project Management Office (PMO), project teams, project subject matter experts, and all stakeholders who will be actively interfacing with the ServiceNow Project Suite of applications (PPS). 
Pre-Requisites:  The ServiceNow Foundations eLearning course – six modules that introduce the ServiceNow platform and interface. 

 
 

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Course Length:  2 days
Time:  8:30 am - 5 pm (Eastern)
Who:  This course is designed for HR Administrators, ServiceNow administrators, and consultants who need to implement, configure, and administer ServiceNow HR Service Delivery.

SERVICENOW HR SERVICE DELIVERY FUNDAMENTALS
The ServiceNow® Human Resources Service Delivery (HRSD) application automates standard HR processes within your organization to eliminate the number of checklists, email exchanges, and phone calls performed by the HR team. Learn how to configure and administer the ServiceNow HRSD application.

Upon Completion You Will Be Able To

During this two‑day interactive training course, attendees will gain in‑depth knowledge and practice in configuring and using the ServiceNow HRSD application. A combination of course content and lab work will help attendees learn to:

  • Review the ServiceNow HRSD solution and its capabilities

  • Configure HR Criteria, User criteria, document templates, and HR Profiles

  • Define and manage the HR Services, Categories, HR Service Catalogs, Catalog Items, and Lifecycle Events

  • Configure HR Case and Task Templates

  • Create HR Knowledge articles and learn about the Knowledge Management lifecycle

  • Explore Skills and auto-assign HR Cases based on skills

  • Learn about the security constraints that determine access to HR data

  • Gain practical knowledge of HR Case Management and HR surveys

  • Drill into results using reporting and dashboards

Prerequisites

  • Familiarity with basic ServiceNow platform features, such as:

  1. ServiceNow user interface (UI), iconography, and user settings

  2. UI navigation

  3. List management

  4. Platform security model that explain how ServiceNow roles determine what a user can access, create, update, and delete.


SECURITY OPERATIONS FUNDAMENTALS

Security Operations includes applications for Security Incident Response, Vulnerability Response & Threat Intelligence. Security Operations integrates with your existing security infrastructure and provides the capabilities needed to identify, prioritize and resolve real security threats fast.

During this two-day interactive training course you will perform Security Operations functions in your own student instance; a safe sandbox.

WHO SHOULD ATTEND

This course is designed for Security Operations administrators, ServiceNow administrators, and consultants who need to configure and administer ServiceNow Security Management. Additional training in ServiceNow administration, scripting, integration, and development would be helpful.

UPON COMPLETION YOU WILL BE ABLE TO

Participants will:

  • Review Security Operations terminology and concepts

  • Install and Administer the ServiceNow Threat Intelligence application

  • Learn about available tools to integrate multiple Threat Intelligence feeds and explore Threat Intelligence data

  • Configure and use Vulnerability Response tools

  • Review integration points for Vulnerability tools via plugins, API settings and data file imports

  • Perform Security Incident Response Management

Participants achieve these objectives through the combination of labs, demos, lecture, group discussions, and instructor-facilitated interactive discussions (Tech Talks). A scenario is weaved throughout the course to present real-world, relevant lab exercises as extensive hands-on work is completed in student instances.

PRE-REQUISITES

Familiarity with basic ServiceNow platform features, such as:

  • ServiceNow Fundamentals

  • ServiceNow user interface (UI), iconography, and user settings

  • UI navigation

  • List management

  • Platform security model that explains how ServiceNow roles determine what a user can access, create, update, and delete.

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Course Length:  2 days
Time:  8:30 am - 5 pm (Eastern)
Who:  This course is designed for Security Operations administrators, ServiceNow administrators, and consultants who need to configure and administer ServiceNow Security Management. Additional training in ServiceNow administration, scripting, integration, and development would be helpful.


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Course Length:  3 days
Time:  8:30 am - 5 pm (Eastern)
Who:  This course is designed for IT Asset Managers and others in a company who work with assets and the financial and contractual information related to these assets..

HARDWARE ASSET MANAGEMENT FUNDAMENTALS

Hardware Asset Management begins with a request and proceeds through the lifecycle of an asset until it is retired. It is a core discipline that interacts with nearly every other process in an IT organization. In this three‑day course, attendees will learn how to automate the Asset Management lifecycle in their ServiceNow system. Topics include:

  • Inventory, track and report on assets

  • Manage assets in conjunction with configuration management

  • Manage the lifecycle of an asset from request and procurement through retirement

  • Ensure data quality 

  • Handle contractual and financial aspects of asset management

What is not included in this class:

  • Software Asset Management (new class launched in Q1 2018)

Pre-requisites

The ServiceNow Foundations eLearning course – six modules that introduce the ServiceNow platform and interface.


ITIL Simulations (PoleStar IT Service Management)
Simulations are an effective form of experiential learning. They involve putting people into a realistic simulated environment to allow them to experience complex situations or best practices, while creating breakthrough understanding of benefits and consequences.

Normally delivered over a number of ‘rounds’, the PoleStar simulation uses gaming dynamics to mirror the real world interaction between IT and the business, from both a strategic and operational perspective. The iterative nature of the ‘rounds’ is based around the experiential learning cycle theories of David Kolb. In addition, the experience continues between rounds through defined service transition phases requiring the participants’ engagement in planning for strategic and operational continuous service improvements. 

THE BENEFITS of this Simulation include:

  • Creates rapid familiarization with IT Service & Operations Management / ITIL terminologies, tools and processes.

  • Breaks down silos, energizing and motivating staff towards successful change.

  • Provides realization of the contribution that enterprise IT makes to business success.

  • Creates commitment to IT Service & Operations Management related improvement programs.

  • Provides a fast and cost effective alternative to traditional training.

 

Course Length:  1/2 day
Time:  Morning or afternoon sessions (onsite only)
Who:  This course is designed for ~ 15 - 20 team members and is a highly participative face-to-face experiential learning workshop designed to drive change and create breakthrough understanding of the benefits of IT Service & Operations tools and best practices.

Bringing to life the behavioural and business issues faced by IT organizations today.  This simulation event offers an unparalleled level of interactivity to participants while creating a fun, and highly memorable, shared experience for all.

Not only did everyone have a great time, but it really helped bridge the gap between many of our teams understanding of ITIL and real-world implications to their roles and others in the company.
— Samuel & Son

With deep expertise across 13 client verticals, SuMO has the experience needed to ensure your Platform Administrators and end-users are ready to support your instance of ServiceNow.

With deep expertise across 13 client verticals, SuMO has the experience needed to ensure your Platform Administrators and end-users are ready to support your instance of ServiceNow.


Schedule it here...

...or feel free to contact us and we can set up some time to talk about your specific Education & Training needs.

 
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