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Course Features
Language: English
40 hours
Study Level: Intermediate
Certificate of Completion

ServiceNow Course Curriculum


Unit 1: Introduction to ITIL 

Topics- Introduction to ITSM, Incident Management , Problem Management and change management, Service Request Management, Configuration Management Database, SLA’s and OLA’s

Unit 2: Introduction to Service-Now 

Topics- Tool Introduction, Current Competitors, Releases, User Licenses, Using Wiki and Community

Unit 3: Basic administration

Topics- Customizing Home Pages, Form Layouts and list layouts, Adding Users to Groups, Granting Roles to Users, Introducing Applications and Modules, Creation of tables and Modules, Creating tickets and raising Requests, Creating SLA’s, Performance Metrics

Unit 4: Advanced Administration

Topics- UI Policies, Notifications, Dictionary Entries and Overrides, Data Policies, List Control and Calculations, Exporting the Data from Service-Now, Update sets imports and Exports, Scheduling Jobs

Unit 5: Scripting

Topics- Business Rules, Client Scripts, UI Actions, Script Includes, Jelly Scripting

Unit 6: Reporting

Topics- Bar Charts, Pie Charts, List Reports, Pivot Tables, Using scripting in Reporting, Scheduling Reports, Making Gauges

Unit 7: Cloning and upgrades

Topics- Need For cloning and ways to implement, Upgrading the instance for new Release

Unit 8: Integrations

Topics- Web Services: Direct Web Services, Transform Map Web Services, Scripted Web Services, Email Integration: Inbound Actions, Event Registry, Creating and Triggering Events

Unit 9: Content management

Topics- Introduction to CMS, Creating Sites, Creating Pages, Creating Blocks using Scripting, Login Rules

Unit 10: Configuration management

Topics- Classes in CMDB, Mapping Configuration Item to Asset Records, Loading the CI’s into Service-Now, Relating Configuration items

Unit 11: Import sets

Topics- Loading Data of different Formats, Using Data Sources, Using Transform Maps and Transform scripts

Unit 12: Service catalog

Topics- Creating Catalog Items using Variables and Variable sets, Creating Record Producers, Design the flow using Workflow, Creating Execution Plans, Writing Catalog Client Scripts and Catalog UI Policies

Unit 13: Workflows

Topics- Creating Workflows on different tables, Approvals using workflows, Using Different Activities in workflows

Unit 14: MID Server installation

Topics- Installing MID server on a instance, Testing the Mid Server using another Logins, Importing Files by Using MID Server.


Servicenow Admin

Unit 1: Introduction to Service Now

Topics: What is Service Now, Why and who can use Service Now, Concept of cloud computing in Service Now, Introduction to ITIL foundation, Navigation and users, Helpful portals, releases

Unit 2: Incident Management

Topics: Overview, Incident management process, Continual service improvement to incident management

Unit 3: Change Management

Topics: Overview, Change management process (Raising, planning and Authorize), Change management workflow and change task, Continual service improvement to change management

Unit 4: Problem Management

Topics: Overview, Problem management process (identify, Investigate, Resolve), Problem management workflow and problem task types, Continual Service improvement to problem management, Context menu

Unit 5: Asset and Configuration management

Topics: Introduction to CI and Asset, Class and category CI, Model and type of assets, CMDB Plug-in and CI Relationships

Unit 6: Knowledge Management

Topics: Overview, Knowledge Management Roles, Application and Modules, Using Knowledge, Creating Knowledge, Translating Knowledge, Tracking and Reporting on Knowledge

Unit 7: SLA & SDLC

Topics: Introduction to SLA,OLA and UPC, SLA Workflow, Service Level Agreement, SDLC In Service now

Unit 8: Employee Self Service & Service catalog

Topics: My Profile, My tasks and approvals, Introduction to Service Catalog



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