ITS Internal Training
UCR ITS Resources
This section of the page houses internal ITS training content and is only applicable to ITS employees.
Creating ServiceNow Support Tickets
This tutorial provides and overview of how to create ServiceNow Incidents and Requests on the behalf of the customer.
Working ServiceNow Incidents
This module demonstrates how to work on and resolve Incidents in ServiceNow.
Creating Operational Plans in ServiceNow
This module provides an overview of ServiceNow Operational Plans, how to create them and how to update them.
Creating and Working with Change Requests in ServiceNow
This module provides an overview of how to create, update and close Change Requests in ServiceNow.
Creating Standard Change Requests in ServiceNow
This module demonstrates how to create Standard Change Request templates and use them to create Standard Changes in ServiceNow.
Introduction to ServiceNow Proposal Management
This course guides the user through the Inquiry intake process, how Proposals are created and how to manage Proposals.
Introduction to ServiceNow Project Management
This course is a follow-up to the Intro to Proposal Management module. It builds on what was learned in the first module and guides the users through the project management process in ServiceNow.
Using ServiceNow Reports, Pages and Dashboards
This document is intended to get new users up and running on creating Reports, Pages and Dashboards in ServiceNow.
ServiceNow Project Tasks
This document provides an overview of ServiceNow Projects and how to work with assigned Project Tasks.
ServiceNow Sub Project Workflow
This documents establishes a workflow for the creation of sub projects to minimize duplication of projects in ServiceNow.
Knowledge Base Articles
Requirements and Steps to Submit a Knowledge Article
General Job Aids
Clearing Account Locks, Resetting Security Questions and Passwords in MyAccount
This document provides the steps to verify a user’s identity, unlock their account, reset their security questions and their password using MyAccount.
Editing Webpages Using Drupal
This document provides a basic overview on using Drupal to edit existing ITS web pages as well as creating new pages / content.
The templates below can be used by ITS staff for the creation of documents and presentations.