ServiceNow

ServiceNow training in Vizag

Here’s a detailed ServiceNow Course Content outline, suitable for beginners to intermediate learners. This structure can be used for online/offline training programs or self-learning paths:

🧩 Module 1: Introduction to ServiceNow

• What is ServiceNow?

• Overview of IT Service Management (ITSM)

• ServiceNow Architecture

• Applications and Modules

• Navigation & User Interface

🏗️ Module 2: Administration Basics

• Creating Users, Groups, and Roles

• Tables and Fields

• Forms and Lists

• Update Sets

• Application Scopes

⚙️ Module 3: Incident, Problem & Change Management

• Incident Management Process

• Problem Management Lifecycle

• Change Management Flow

• Configuration of ITSM modules

• SLAs and Escalations

🧠 Module 4: Service Catalog & Request Management

• Introduction to Service Catalog

• Creating Catalog Items

• Record Producers, Order Guides

• Workflows for Request Fulfillment

🛠️ Module 5: Configuration Management Database (CMDB)

• CMDB Overview

• CI Classes and Relationships

• Dependency Views

• Importing CI Data

🔍 Module 6: Reporting and Dashboards

• Creating Reports

• Data Sources & Filters

• Performance Analytics Overview

• Dashboards and KPIs

🔄 Module 7: Workflow & Flow Designer

• Introduction to Workflow Editor

• Flow Designer Overview

• Creating Flows and Actions

• Approvals and Notifications

🧩 Module 8: Integration & Scripting

• Script Includes, Business Rules, Client Scripts

• UI Policies and UI Actions

• REST & SOAP API Integrations

• MID Server Basics

📦 Module 9: Application Development

• Application Studio Overview

• Building Scoped Applications

• Tables, Modules, and User Interface

• Data Policies and Security Rules

☁️ Module 10: Real-Time Projects & Use Cases

• Building a Ticketing System

• Custom Service Catalog Use Case

• Automating Onboarding Workflow

• CMDB Implementation

✅ Bonus Topics (Optional)

• Service Portal Basics

• Virtual Agent Overview

• Domain Separation

• Mobile App Configuration

• ITOM, ITBM, HRSD – Introduction

ServiceNow training in Vizag

🔰 FOUNDATION LEVEL

🔹 Module 1: Introduction to ServiceNow

• History and evolution of ServiceNow

• Key capabilities and modules

• ServiceNow user roles: End User vs Admin vs Developer

• SaaS and Cloud architecture

🔹 Module 2: Navigating the Platform

• Navigation pane and application navigator

• Creating and using filters

• Personalizing the user interface

• Keyboard shortcuts and productivity tips

🛠️ ADMINISTRATOR TRACK

🔹 Module 3: Core Configuration

• Tables: Extending and Customizing

• Dictionary entries and attributes

• Number maintenance (e.g., INC000001)

• Auditing and Logs

🔹 Module 4: User Administration

• Users, Groups, and Roles

• Role inheritance and advanced role concepts

• Delegation and Impersonation

• Access Control Rules (ACLs) – Basics to Advanced

🔹 Module 5: Form Design and UI Customization

• Configuring forms and list layouts

• Related Lists and Views

• UI Policies vs Client Scripts

• UI Actions (buttons, context menu)

⚙️ IT SERVICE MANAGEMENT (ITSM)

🔹 Module 6: ITSM Process Configuration

• Incident, Problem, and Change Management in depth

• Knowledge Management

• Service Level Management (SLAs)

• Email Notifications and Templates

🔹 Module 7: Service Catalog & Request Fulfillment

• Creating variables and variable sets

• Designing Multi-step Catalog Items

• Request Workflow design and fulfillment

• Scripted Catalog Client Scripts

🔐 SECURITY & ACCESS CONTROL

🔹 Module 8: Security in ServiceNow

• Access Control List (ACL) Deep Dive

• Scripting in ACLs

• Application scope vs Global scope

• Delegated Development and Application Security

🔄 WORKFLOWS & AUTOMATION

🔹 Module 9: Flow Designer & Workflow

• Flow Designer: Triggers, Conditions, and Actions

• Subflows and Data Streams

• Workflow Editor: Graphical Workflow Designer

• Notifications, Approvals, and Conditions

🔹 Module 10: Business Rules and Scripting

• GlideRecord basics and advanced queries

• Business Rules: Before, After, Async

• Script Includes and Modular Scripting

• Scheduled Jobs and Events

🌐 INTEGRATION TRACK

🔹 Module 11: IntegrationHub & APIs

• REST and SOAP Integration Overview

• Calling external APIs

• Import Sets and Transform Maps

• MID Server and External System Integration

• IntegrationHub Spokes and Flow Integration

📱 USER EXPERIENCE & CUSTOM DEVELOPMENT

🔹 Module 12: Service Portal Development

• Introduction to Service Portal

• Widgets and Page Design

• Catalog integration with Portal

• Themes and Branding

🔹 Module 13: Application Development

• Creating Scoped Applications

• Application Lifecycle Management (ALM)

• Table relationships, views, and forms

• Packaging and Publishing

📊 REPORTING & ANALYTICS

🔹 Module 14: Reporting & Dashboards

• Creating Reports: List, Pivot, Bar, Pie, etc.

• Performance Analytics Basics

• Data Visualization and Dashboards

• Schedule and share reports

🚀 ADVANCED TOPICS

🔹 Module 15: ITOM, ITBM, HRSD (Overview)

• IT Operations Management: Discovery, Event Mgmt.

• IT Business Management: Project, Portfolio, Agile

• Human Resource Service Delivery (HRSD)

• GRC & SecOps – Governance and Security Operations

🔹 Module 16: Mobile App Development

• ServiceNow Mobile Studio

• Designing Mobile Layouts

• Deploying to iOS/Android

🎯 PRACTICAL PROJECTS & CERTIFICATION PREP

🔹 Module 17: Hands-On Labs

• Build your own Service Catalog with workflows

• Create a custom Incident Management App

• Configure CMDB and simulate Discovery

🔹 Module 18: Certification Preparation

• Certified System Administrator (CSA) – Prep Questions & Topics

• Certified Application Developer (CAD) – Guide

• Mock Exams and Use Cases

• Interview Questions & Real-World Scenarios

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