ServiceNow Training

This comprehensive training program is designed for individuals looking to build expertise in ServiceNow, one of the leading cloud platforms for IT Service Management (ITSM) and enterprise operations. Our course covers all ServiceNow modules, including IT Service Management, IT Operations Management, Security Operations, and more, providing learners with hands-on experience and practical skills that are in high demand across the IT industry.

• ServiceNow Overview: What is ServiceNow? Key features and capabilities.
   
• ServiceNow Platform Architecture: Instance types, UI, tables, records, and the database structure.
   
• Navigating the ServiceNow Interface: Basic navigation, menus, and modules in the ServiceNow interface.
   
• User and Role Management: Creating users, assigning roles, and understanding the Security model.
   
• ServiceNow Updates & Releases: Overview of different release versions (e.g., Tokyo, Rome) and upgrade processes.
   
• Access Control & Permissions: Setting up access control lists (ACLs), managing data security, and permissions.
   

• Incident Management: How to create, update, and resolve incidents in ServiceNow; Best practices for managing incidents.
   
• Problem Management: Process of identifying, investigating, and resolving the root causes of recurring incidents.
   
• Change Management: Managing the lifecycle of changes from request through approval to deployment. Using workflows and change models.
   
• Service Requests: Creating service catalogs, handling requests, approvals, and fulfillment workflows.
   
• Knowledge Management: Creating, managing, and publishing knowledge articles for end users and staff.
   
• Configuration Management Database (CMDB): Understanding the CMDB, creating and managing configuration items (CIs), relationships, and data integrity.
   
• Service Level Management (SLM): Managing SLAs, OLAs, and the related metrics for response times and service delivery.
   

• Event Management: Monitoring system events, detecting anomalies, and responding with appropriate actions.
   
• Discovery: Automatic discovery of IT assets (servers, applications, network devices) and mapping their relationships.
   
• Service Mapping: Creating service maps to visualize complex services and their interdependencies.
   
• Cloud Management: Managing cloud resources (AWS, Azure, GCP) through ServiceNow; provisioning, lifecycle, and cost management.
   
• Orchestration: Automating tasks using ServiceNow Orchestration to integrate with third-party systems and applications.
   
• Operational Intelligence: Using AI/ML-powered capabilities for intelligent event management, alerts, and proactive incident resolution.
   

• Project Portfolio Management (PPM): Creating and managing project plans, timelines, and resources; Portfolio management best practices.
   
• Agile Development Management: Managing Agile projects, sprints, backlogs, and stories in ServiceNow.
   
• Financial Management: Budgeting, cost management, and financial planning within the ServiceNow environment.
   
• Resource Management: Tracking and managing resources for various IT initiatives and projects.
   
• Application Portfolio Management (APM): Managing the lifecycle and health of applications in the enterprise.
   

• Security Incident Response (SIR): Managing security incidents, triaging, investigation, and mitigation.
   
• Vulnerability Response: Identifying, assessing, and managing vulnerabilities, including patch management and remediation workflows.
   
• Security Incident & Threat Intelligence: Leveraging threat intelligence feeds to enhance security incident management.
   
• Integration with Other Security Tools: Integrating ServiceNow with third-party security tools like SIEM (Splunk, QRadar, etc.).
   

• Introduction to ServiceNow Development: Overview of the ServiceNow Studio, UI Actions, and scripting fundamentals.
   
• Creating Custom Applications: Step-by-step guide on how to create custom applications on ServiceNow.
   
• Forms & UI Policies: Customizing forms, adding fields, UI policies, and scripting.
   
• Business Rules: Creating business rules to automate tasks based on conditions and triggers.
   
• Workflows & Flow Designer: Using Workflow and Flow Designer to automate processes and integrate with external systems.
   
• Scripting in ServiceNow (JavaScript): Writing client-side and server-side scripts (Client Scripts, Script Includes, GlideRecord, etc.).
   
• Service Portal Development: Customizing and designing the Service Portal to provide a seamless user experience.
   

• ServiceNow Reporting Tools: Creating and managing reports, dashboards, and performance analytics.
   
• Data Visualization: Using graphical tools to visualize data trends, KPIs, and SLA performance.
   
• Performance Analytics: Configuring and utilizing Performance Analytics widgets and reports for ongoing service improvement.
   
• Scheduled Reports: Setting up and scheduling reports for automatic delivery and alerts.
   

• REST and SOAP API Integration: Integrating ServiceNow with external systems using RESTful and SOAP APIs.
   
• Web Services and Data Import/Export: Working with web services, data imports, and exports to synchronize ServiceNow with external tools.
   
• Email Integration: Configuring inbound and outbound email actions for incident and change management.
   
• ServiceNow Integration Hub: Using IntegrationHub to create reusable integration patterns with a variety of external services and applications.
   

• ITIL Framework Overview: Understanding the ITIL framework and how it aligns with ServiceNow.
   
• Best Practices for ServiceNow Implementation: Ensuring smooth deployment and configuration management.
   
• Change Control & Governance: Managing ServiceNow customizations, releases, and change control best practices.
   
• ServiceNow and ITSM Maturity: Assessing and improving your organization's ITSM maturity using ServiceNow.
   

• Machine Learning (ML) & Artificial Intelligence (AI) in ServiceNow: Leveraging AI/ML capabilities for smarter automation and predictive analytics.
   
• Virtual Agent (Chatbot) Development: Setting up and customizing ServiceNow Virtual Agent to handle common service requests through AI-driven chatbots.
   
• Performance Optimization: Techniques for improving performance and scaling your ServiceNow instance.
   
• App Engine Studio: Introduction to the App Engine Studio for low-code/no-code development and deployment.
   

• Instructor-led Training (ILT): Live, interactive sessions with experienced trainers.
   
• Hands-on Labs: Practical exercises in a real ServiceNow environment to reinforce learning.
   
• Self-paced Learning: Access to video lessons and recorded webinars for flexible learning.
   
• Quizzes & Assignments: Regular assessments to track progress and ensure mastery of concepts.
   
• Capstone Project: A final hands-on project that applies all learned modules to build a functional solution using ServiceNow.
   

• ServiceNow Administrators: Learn the skills necessary to configure and manage ServiceNow instances.
   
• ServiceNow Developers: Gain expertise in customizing and developing applications on the ServiceNow platform.
   
• ITSM Practitioners: Understand how to implement ITSM best practices and improve service delivery.
   
• Project Managers: Learn how to manage and oversee ServiceNow implementations and integrations.
   
• Security Professionals: Gain skills to handle security incidents and vulnerabilities using ServiceNow.
   

• ServiceNow Certified System Administrator (CSA)
   
• ServiceNow Certified Application Developer (CAD)
   
• ServiceNow Certified Implementation Specialist (CIS) (For specific modules like ITSM, ITOM, etc.)
   

This ServiceNow Training Course will help learners gain proficiency in the platform's functionalities and become certified professionals ready to handle a range of ServiceNow projects and roles.

This comprehensive training program is designed for individuals looking to build expertise in ServiceNow, one of the leading cloud platforms for IT Service Management (ITSM) and enterprise operations. Our course covers all ServiceNow modules, including IT Service Management, IT Operations Management, Security Operations, and more, providing learners with hands-on experience and practical skills that are in high demand across the IT industry.

• ServiceNow Overview: What is ServiceNow? Key features and capabilities.
   
• ServiceNow Platform Architecture: Instance types, UI, tables, records, and the database structure.
   
• Navigating the ServiceNow Interface: Basic navigation, menus, and modules in the ServiceNow interface.
   
• User and Role Management: Creating users, assigning roles, and understanding the Security model.
   
• ServiceNow Updates & Releases: Overview of different release versions (e.g., Tokyo, Rome) and upgrade processes.
   
• Access Control & Permissions: Setting up access control lists (ACLs), managing data security, and permissions.
   

• Incident Management: How to create, update, and resolve incidents in ServiceNow; Best practices for managing incidents.
   
• Problem Management: Process of identifying, investigating, and resolving the root causes of recurring incidents.
   
• Change Management: Managing the lifecycle of changes from request through approval to deployment. Using workflows and change models.
   
• Service Requests: Creating service catalogs, handling requests, approvals, and fulfillment workflows.
   
• Knowledge Management: Creating, managing, and publishing knowledge articles for end users and staff.
   
• Configuration Management Database (CMDB): Understanding the CMDB, creating and managing configuration items (CIs), relationships, and data integrity.
   
• Service Level Management (SLM): Managing SLAs, OLAs, and the related metrics for response times and service delivery.
   

• Event Management: Monitoring system events, detecting anomalies, and responding with appropriate actions.
   
• Discovery: Automatic discovery of IT assets (servers, applications, network devices) and mapping their relationships.
   
• Service Mapping: Creating service maps to visualize complex services and their interdependencies.
   
• Cloud Management: Managing cloud resources (AWS, Azure, GCP) through ServiceNow; provisioning, lifecycle, and cost management.
   
• Orchestration: Automating tasks using ServiceNow Orchestration to integrate with third-party systems and applications.
   
• Operational Intelligence: Using AI/ML-powered capabilities for intelligent event management, alerts, and proactive incident resolution.
   

• Project Portfolio Management (PPM): Creating and managing project plans, timelines, and resources; Portfolio management best practices.
   
• Agile Development Management: Managing Agile projects, sprints, backlogs, and stories in ServiceNow.
   
• Financial Management: Budgeting, cost management, and financial planning within the ServiceNow environment.
   
• Resource Management: Tracking and managing resources for various IT initiatives and projects.
   
• Application Portfolio Management (APM): Managing the lifecycle and health of applications in the enterprise.
   

• Security Incident Response (SIR): Managing security incidents, triaging, investigation, and mitigation.
   
• Vulnerability Response: Identifying, assessing, and managing vulnerabilities, including patch management and remediation workflows.
   
• Security Incident & Threat Intelligence: Leveraging threat intelligence feeds to enhance security incident management.
   
• Integration with Other Security Tools: Integrating ServiceNow with third-party security tools like SIEM (Splunk, QRadar, etc.).
   

• Introduction to ServiceNow Development: Overview of the ServiceNow Studio, UI Actions, and scripting fundamentals.
   
• Creating Custom Applications: Step-by-step guide on how to create custom applications on ServiceNow.
   
• Forms & UI Policies: Customizing forms, adding fields, UI policies, and scripting.
   
• Business Rules: Creating business rules to automate tasks based on conditions and triggers.
   
• Workflows & Flow Designer: Using Workflow and Flow Designer to automate processes and integrate with external systems.
   
• Scripting in ServiceNow (JavaScript): Writing client-side and server-side scripts (Client Scripts, Script Includes, GlideRecord, etc.).
   
• Service Portal Development: Customizing and designing the Service Portal to provide a seamless user experience.
   

• ServiceNow Reporting Tools: Creating and managing reports, dashboards, and performance analytics.
   
• Data Visualization: Using graphical tools to visualize data trends, KPIs, and SLA performance.
   
• Performance Analytics: Configuring and utilizing Performance Analytics widgets and reports for ongoing service improvement.
   
• Scheduled Reports: Setting up and scheduling reports for automatic delivery and alerts.
   

• REST and SOAP API Integration: Integrating ServiceNow with external systems using RESTful and SOAP APIs.
   
• Web Services and Data Import/Export: Working with web services, data imports, and exports to synchronize ServiceNow with external tools.
   
• Email Integration: Configuring inbound and outbound email actions for incident and change management.
   
• ServiceNow Integration Hub: Using IntegrationHub to create reusable integration patterns with a variety of external services and applications.
   

• ITIL Framework Overview: Understanding the ITIL framework and how it aligns with ServiceNow.
   
• Best Practices for ServiceNow Implementation: Ensuring smooth deployment and configuration management.
   
• Change Control & Governance: Managing ServiceNow customizations, releases, and change control best practices.
   
• ServiceNow and ITSM Maturity: Assessing and improving your organization's ITSM maturity using ServiceNow.
   

• Machine Learning (ML) & Artificial Intelligence (AI) in ServiceNow: Leveraging AI/ML capabilities for smarter automation and predictive analytics.
   
• Virtual Agent (Chatbot) Development: Setting up and customizing ServiceNow Virtual Agent to handle common service requests through AI-driven chatbots.
   
• Performance Optimization: Techniques for improving performance and scaling your ServiceNow instance.
   
• App Engine Studio: Introduction to the App Engine Studio for low-code/no-code development and deployment.
   

• Instructor-led Training (ILT): Live, interactive sessions with experienced trainers.
   
• Hands-on Labs: Practical exercises in a real ServiceNow environment to reinforce learning.
   
• Self-paced Learning: Access to video lessons and recorded webinars for flexible learning.
   
• Quizzes & Assignments: Regular assessments to track progress and ensure mastery of concepts.
   
• Capstone Project: A final hands-on project that applies all learned modules to build a functional solution using ServiceNow.
   

• ServiceNow Administrators: Learn the skills necessary to configure and manage ServiceNow instances.
   
• ServiceNow Developers: Gain expertise in customizing and developing applications on the ServiceNow platform.
   
• ITSM Practitioners: Understand how to implement ITSM best practices and improve service delivery.
   
• Project Managers: Learn how to manage and oversee ServiceNow implementations and integrations.
   
• Security Professionals: Gain skills to handle security incidents and vulnerabilities using ServiceNow.
   

• ServiceNow Certified System Administrator (CSA)
   
• ServiceNow Certified Application Developer (CAD)
   
• ServiceNow Certified Implementation Specialist (CIS) (For specific modules like ITSM, ITOM, etc.)
   

This ServiceNow Training Course will help learners gain proficiency in the platform's functionalities and become certified professionals ready to handle a range of ServiceNow projects and roles.