ServiceNow Curriculum
Course 01 – IT Introduction
IT Basics
- Software vs Application
- Data & Information (DIKW)
- Client-Server Model
- IT Infrastructure
- Data Center
Service Management
- What is IT Service?
- Customer Care
- Service Desk (Helpdesk)
- What is Ticket & Lifecycle?
- User Personas / RBAC
- Escalation
IT Frameworks
- IT Standards & Frameworks
- ITIL
- COBIT
- TOGAF
- IT4IT
SDLC
- What is SDLC?
- SDLC Lifecycle
- SDLC Methodologies
- SCRUM
Course 02 – NOW Platform Overview
ServiceNow
- Platform
- Use Cases
- Capabilities
- Certifications
- Family Versions
Now Platform
- Workflow and Integrations
- Machine Learning, AI, and Analytics
- User Experience and Feedback
- Reusable Data Model
- Security and Compliance
- Administration and Configuration
Categories
- Customer Experience
- Technology Excellence
- Build and Automate
- Operating Excellence
- Employee Experience
Course 03 – NOW Basic Administration Part – 1
ABC of ServiceNow
- Application Navigator
- Banner Frame
- Content Frame
- User Menu
User Interfaces
- Next Experience
- Portals
- Mobile
- Workspaces
- Chatbot
System Settings
- Branding / Logo
- Instance Name
- Time Zone
Foundation Data
- Users
- Groups
- Roles
- Company
- Locations
- Departments
UI Administration
- List Personalization
- Form & Fields
- Sections
- UI Actions
- Related Links
- Related Lists
Course 04 – NOW Basic Administration Part – 2
Table Administration
- Create Table
- Extension
- Schema Map
- Number Maintenance
- Famous Tables
Working with Lists
- Default Columns
- Filters
- Context Menu
- Data Exports
- Bulk Update
Field Administration
- Types of Fields
- Field Dictionary
- Dictionary Override
- Formatters
Module Administration
- Types of Modules
- Separator
- Access to Module
- Properties Page/Module
UI Action
- Button (Form, List Banner, List Bottom)
- Link (Related Link, List)
- Context (Form, List)
- List Choice
Course 05 – NOW Advanced Administration Part – 1
Email Administration
- Email Properties
- Email Log (sys_email)
- Outbound Emails
- Inbound Action
Notifications Channels
- Emails
- Mobile Push
- SMS
- Channel Subscriptions
Data Visualization
- Native Reports
- Dashboards
- Performance Analytics
Plugins App Store
- Plugin Page
- Activate/Repair
- Plugin Table (v_plugin)
- ServiceNow Store
Course 06 – NOW Advanced Administration Part – 2
App Engine Studio & Table Builder
- What is AES
- Benefits of AES
- Table Builder
- Use of Table Builder
Flow Designer
- What is flow & Sub-flow
- Components
- Types of Triggers
- Flow logic
- Actions
Catalog Builder
- What is Catalog Builder
- Purpose of Catalog Builder
- Catalog item, Record Producer, Order Guide
- Catalog items creation Process
Survey Designer
- What is Survey Designer
- Types of Survey Designers
- How to Do a Survey
UI Builder
- What is UI Builder
- Benefits of UI Builder
- Core Capabilities of UI Builder
- How to create UI Builder
Course 07 – NOW Platform – Integrations
Integrations Basics
- What is an Integration?
- What is a protocol?
- What is a web service?
- What is IAM/SSO?
Integrations Capabilities
- Integration Capabilities
- Integration options
Core Integration
- LDAP
- SSO
Integration Approach
- SNC Recommended Ways
Automation Engine
- Overview
- Benefits
- Hub
- Spoke
Course 08 – ITSM Guided Setup Process
Company & Connectivity
- Branding
- LDAP
- SSO
- Adaptive Authentication
Foundation Data & CMDB
- Company/Location
- Departments/Cost Centers
- Users/Groups
- Group/Role Memberships
ITSM Application
- Incident, Problem
- Change
- Service Request
- SLM, Knowledge Base
- Config & Asset
Incident Management – Setup
- Categories/Sub-Categories
- Priority Lookup
- Assignment Lookup
- Incident Properties
- Auto-Close
Incident Management – Use
- Walk through lifecycle
- Create a problem
- Create KB article
- Track SLAs
- Templates
Course 09 – MID Server
- What is MID Server?
- Where are MID Servers located?
- MID Server Setup: 5 Simple Steps
- MID Installation on Windows
Course 10 – CMDB
- What is CMDB?
- What is CI?
- CI Hierarchy
- CI manager
- CI Health check
- Reconciliation
- Identification
- What is Schema Mapping
Course 11 – ServiceNow Scripting
ServiceNow Scripting
- Scripting
- Client Vs Server Scripting
- Script Types
UI Policies
- What is UI Policy?
- Types
- Best Practices
Client Scripts
- What is Client Script?
- Types
- Best Practice
Business Rules
- What is Business Rule?
- Types
- Best Practices
Script Includes
- What is Script Include?
- Types
- Best Practice
Course 12 – Service Portal Development
- Incident Management
- Problem Management
- Change Management
- Knowledge Management
- Service Portal
- Service Catalogue
- Service Level Agreement
Course 13 – Mobile Development
- Mobile Studio
- ServiceNow Mobile App
Course 14 – SDLC/Scrum Fundamentals
- Requirements Gathering
- Design
- Development
- Testing
- Deployment
- Maintenance and Support