This course provides a comprehensive overview of ServiceNow AIOps, focusing on optimizing IT operations and reducing Mean Time to Resolution (MTTR). You’ll explore enhanced Express List tools for efficient alert triage, GenAI-powered insights from Now Assist for ITOM, and streamlined noise reduction through Tag-Based Clustering and integration configuration checks. Additionally, you’ll delve into the new Alert Automation module for managing alerts and learn how to configure team-specific views and On-Call notifications to boost operational efficiency in the Service Operations Workspace. Advanced Artificial Intelligence in ServiceNow enhances the platform’s capabilities by leveraging machine learning and AI-driven automation to streamline workflows, improve decision-making, and optimize service delivery. It includes predictive intelligence, natural language understanding (NLU), and virtual agents that assist in automating repetitive tasks, providing insights, and improving the user experience by resolving issues faster and more accurately. These AI features help organizations increase efficiency, reduce operational costs, and improve customer and employee satisfaction.
Course Objectives:
In this course, you will learn to:
- Utilize Enhanced Features of Express List: Dive into features like Link-View, Timeline, Free Search, and Probable Cause to help operator teams quickly triage incoming alerts and reduce Mean Time to Resolution (MTTR).
- Leverage Now Assist for ITOM: Discover the capabilities of the GenAI-based tool that transforms technical data into human-readable explanations and provides alert group analysis.
- Understand Tag-Based Clustering Definitions: Uncover the value of out-of-the-box Tag-Based Clustering definitions for optimal noise reduction.
- Verify Integration Configurations: Learn to verify integration configurations to increase noise reduction using the Integration Launchpad Health state widget.
- Explore Alert Automation Module: Explore the comprehensive features of the new Alert Automation module to define automations for ignoring, enriching, grouping, and responding to alerts within the Service Operations Workspace.
- Configure Team View for Express List: Learn how to configure team views for the Express List to allow different teams to have tailored views specific to their requirements.
- Reduce MTTR with Express List Features: Explore enhanced features of the Express List to help operator teams triage incoming alerts quickly, reducing MTTR.
- Analyze and Summarize Technical Data with Now Assist for ITOM: Discover how Now Assist for ITOM provides GenAI-based analysis and summarization of technical data, offering human-readable explanations and resolution suggestions.
- Notify Team Members About Critical Alerts: Learn how to set up On-Call alerts to notify assigned team members about critical alerts received.
Course content
Introduction to AI in ServiceNow
- Overview of AI capabilities within ServiceNow (Virtual Agent, Predictive Intelligence, Machine Learning).
- Benefits of AI integration in IT Service Management (ITSM) and IT Operations Management (ITOM).
Prompt Engineering for AI Tools
- Techniques for writing clear and concise prompts for AI tools (e.g., ChatGPT).
- Examples of prompts tailored for ServiceNow use cases (e.g., incident resolution, knowledge base queries).
Integrating AI Tools with ServiceNow
- Overview of REST APIs and web services for integrating AI tools with ServiceNow.
- Setting up AI-driven workflows using IntegrationHub and Flow Designer.
AI for Coding and Debugging in ServiceNow
- Utilizing AI tools (e.g., GitHub Copilot) for ServiceNow scripting and development.
- Best practices for leveraging AI in ServiceNow application development.
Enhancing Personal Branding and Career Development with AI
- Using AI tools to analyze and enhance your LinkedIn profile for better visibility.
- Strategies for showcasing ServiceNow skills and certifications.
Content Creation and Management with AI
- Leveraging AI for creating and managing knowledge base articles in ServiceNow.
- Using AI to generate content for internal documentation and user guides.
Mastery of Productivity Tools in ServiceNow
- Using AI to automate data analysis and reporting in Excel related to ServiceNow metrics.
- Techniques for visualizing ServiceNow data using AI-enhanced Excel features.
Continuous Learning and Community Engagement
- Accessing resources for the latest AI tools and updates relevant to ServiceNow.
- Engaging with the ServiceNow community for knowledge sharing and support.
Advanced Keyboard Shortcuts and Efficiency Techniques
- Learning essential keyboard shortcuts for ServiceNow to enhance productivity.
- Customizing shortcuts for personal workflow optimization.
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Course Prerequisites
- ServiceNow Fundamentals: General platform architecture and navigation knowledge.
- CMDB Literacy: Basic understanding of the Configuration Management Database, as topology-based correlation requires CMDB maturity.
- IT Operations Management (ITOM) Fundamentals: A strong grasp of the broader ITOM suite is highly recommended, as AIOps is a specialized capability within it.
Who can attend
- IT Operations Professionals: L1/L2 support staff and monitoring teams who need to reduce alert noise and automate incident management.
- ServiceNow Administrators & Implementers: Professionals responsible for configuring ITOM (IT Operations Management) modules, including Discovery, Service Mapping, and Event Management.
- IT Operations Managers & Directors: Decision-makers seeking to improve service delivery, reduce downtime, and gain better visibility into their IT environment.
- DevOps & Cloud Engineers: Engineers managing hybrid or multi-cloud systems who want to integrate AI-powered workflows and predictive analytics into their development cycles.
- Incident & Problem Managers: Those focused on accelerating root cause analysis (RCA) and preventing service outages through anomaly detection.
- Data Analysts & AI Enthusiasts: Individuals interested in the practical application of machine learning and big data in an IT infrastructure context.
Number of Hours: 20hrs
Certification
- Certified Implementation Specialist (CIS)
- CIS – ITOM Health (Mainline Certification)
Key features
- One to One Training
- Online Training
- Fastrack & Normal Track
- Resume Modification
- Mock Interviews
- Video Tutorials
- Materials
- Real Time Projects
- Virtual Live Experience
- Preparing for Certification
FAQs
DASVM Technologies offers 300+ IT training courses with 10+ years of Experienced Expert level Trainers.
- One to One Training
- Online Training
- Fastrack & Normal Track
- Resume Modification
- Mock Interviews
- Video Tutorials
- Materials
- Real Time Projects
- Materials
- Preparing for Certification
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