Key outline of the programme: • Gained good knowledge of system administration, ITSM with ITIL best practices and use of platform applications and Modules: Knowledge Base, Service Catalog, Service Portals, and Reporting.• Demonstrated competency in dealing with support activity such as Incidents, Problem, Tasks and Change within ServiceNow.• Learned configuration of different modules of ServiceNow and end-to-end Service Catalog.• Learned configuration, Integration, Customization, Scripting, Administration of ServiceNow Processes (User/Group management), Functions and reporting in configuring Service Level Agreements (SLA).• Learned UI development using HTML 5, CSS3, GlideScript, UI policy, JavaScript and applying Business Rules, GlideRecords, GlideForm, GlideAjax, debugging, ACL, REST, SOAP and ATF testing.• Gained knowledge in Performance Analytics, Process mining and Predictive Intelligence.• Tasked in developing both frontend and backend components of internal applications and testing.• Learned how to use Service Portal, App Engine Studio and Flow Designer.

• Engage with customers to learn their concerns and effectively diagnose a vehicle problem using the latest diagnostic equipment• Follow checklists and protocols while conducting repairs and preventive maintenance• Perform repairs by aiming for maximum reliability and cost savings for customers• Adhere to a preventive maintenance program for all shop equipment• Ensure that the workspace is safe, organized, and clean