Course Overview: This ServiceNow training course is designed to provide both foundational and advanced knowledge of ServiceNow, one of the leading IT Service Management (ITSM) platforms. The course will cover a wide range of topics, from the basics of ServiceNow’s modules to advanced configuration, automation, and cloud management skills. Upon completion, learners will be ready to tackle ServiceNow certification exams and apply their knowledge to real-world scenarios.

Module 1: Introduction to ServiceNow and ITSM

• What is ServiceNow?

  • Overview of ServiceNow and its capabilities in IT Service Management (ITSM)

  • The role of ServiceNow in digital transformation and automation

  • Introduction to ServiceNow modules: ITSM, ITOM, ITBM, and ITAM

  • Navigating the ServiceNow interface: UI, navigation, and key components

• ServiceNow Architecture

  • Understanding ServiceNow’s cloud-based architecture

  • Components of the ServiceNow platform: Tables, Records, and Fields

  • Overview of ServiceNow Service Portal, User Interface, and Service Catalog

Module 2: ServiceNow Configuration and Administration

• ServiceNow Instance Configuration

  • Setting up and managing ServiceNow instances

  • Configuring user accounts, roles, and permissions

  • Managing system properties and global settings

• Creating and Managing Records

  • Customizing forms and records in ServiceNow

  • Managing fields, data, and relationships (One-to-Many, Many-to-Many)

  • Configuring lists, views, and filters

• ServiceNow Administration Best Practices

  • Data management, import, and export using Data Loader

  • Configuring and managing business rules and client scripts

  • System diagnostics and troubleshooting tips

Module 3: Incident, Problem, and Change Management

• Incident Management

  • Creating and managing incidents in ServiceNow

  • Automating incident assignments and prioritization

  • Best practices for incident resolution and closure

• Problem Management

  • Understanding Problem and Change Management processes

  • Creating and managing problem records and solutions

  • Integrating problem management with incident management

• Change Management

  • Configuring and managing change requests and approvals

  • Best practices for managing the change lifecycle

  • Change management workflows and automations

Module 4: ServiceNow Automation and Workflow

• Business Process Automation (BPA)

  • Introduction to ServiceNow Flow Designer and Orchestration

  • Creating and automating workflows in ServiceNow

  • Configuring approvals, notifications, and business rules

• Automating IT Services

  • Using ServiceNow to automate IT services like provisioning and incident resolution

  • Automating data integration across various systems and platforms

  • Best practices for building scalable and efficient workflows

• ServiceNow Performance Analytics

  • Creating and customizing reports and dashboards in ServiceNow

  • Understanding Performance Analytics and KPIs

  • Setting up and interpreting performance dashboards for better decision-making

Module 5: ServiceNow Cloud Management

• Cloud Service Management

  • Introduction to ServiceNow Cloud Management for resource provisioning

  • Managing cloud services and virtual machines (VMs)

  • Configuring and managing cloud infrastructure using ServiceNow

• Cloud Automation and Orchestration

  • Automating cloud service provisioning and deployment

  • Integrating with third-party cloud providers (AWS, Azure, etc.)

  • Managing hybrid cloud environments using ServiceNow tools

Module 6: Security Incident Management (SIM)

• Introduction to Security Incident Management

  • Configuring and managing security incidents within ServiceNow

  • Automating workflows for threat detection and response

  • Integrating ServiceNow with third-party security tools for enhanced security operations

• Security Incident Response

  • Best practices for managing security breaches and vulnerabilities

  • Incident tracking, resolution, and reporting for security events

  • Integrating security workflows with ITIL processes

Module 7: Advanced ServiceNow Features

• ServiceNow Scripting and Customization

  • Introduction to Server-side scripting (Business Rules, Script Includes)

  • Client-side scripting with Client Scripts and UI Policies

  • Customizing ServiceNow applications using Scripting (GlideRecord, GlideAjax)

• ServiceNow Integrations

  • Integrating ServiceNow with third-party systems via REST and SOAP APIs

  • Working with ServiceNow connectors and integration tools

  • Building integrations for various business use cases (HR, finance, etc.)

Module 8: ServiceNow Certification Preparation

• Preparing for ServiceNow Certification Exams

  • Key topics for Certified System Administrator (CSA) exam

  • Overview of the Certified Implementation Specialist (CIS) exam

  • Study resources, tips, and practice exams for ServiceNow certification

• Certification Exam Strategies

  • Best practices for exam day: time management, question strategy

  • How to register for and navigate the certification exams

  • Post-exam resources for continued learning and professional development

Module 9: Best Practices, Real-World Applications, and Case Studies

• ServiceNow Best Practices

  • Best practices for platform customization, security, and integration

  • Managing large-scale ServiceNow deployments and upgrades

  • Ensuring successful user adoption and training

• Real-World ServiceNow Use Cases

  • Case studies showcasing how ServiceNow improves IT service delivery in various industries (IT, healthcare, finance, etc.)

  • Examples of ServiceNow’s impact on business process automation and operational efficienc