ServiceNow Incident Management Free Course for Help Desk Employees and Management. The fastest way to learn a ticketing system used by majority of IT and companies. This is how you gain experience working a ticketing system.
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00:00 Intro
01:28 Creating a Login ID and Granting access inside of ServiceNow
05:28 Changing Roles to Help Desk Analyst
13:59 Incidents/Tickets tutorial
15:23 Creating Filters for specific Assignment Groups
20:04 Help Desk Analyst Tier 2 user example
23:55 Changing Assignment Groups and Routing tickets to correct support groups
31:22 Help Desk Analyst Tier 1 Resolving Tickets
35:46 Creating Trouble Tickets when user calls in on the phone
45:17 Running and Creating Reports