Description

Introduction 

ServiceNow is a powerful cloud-based platform designed for automating workflows, managing services, and enabling enterprise-wide digital transformation. It provides a single system of record for various IT processes and services. With its flexibility, organizations can optimize their IT operations, boost productivity, and enhance service delivery across all business areas.

This training is aimed at providing a comprehensive understanding of the ServiceNow platform, covering its fundamental concepts, features, and practical applications. The course is split into several sessions, focusing on different aspects of the platform, including administration, development, and process automation.

Prerequisites

Before starting the ServiceNow training, it’s recommended that participants have the following:

1. Basic Understanding of IT Processes:
   • Familiarity with common IT service management concepts (e.g., incident management, change management, service requests).
2. Basic Computer Literacy:
   • Comfortable navigating web applications and systems.
3. Familiarity with Cloud Platforms:
   • Knowledge of how cloud services work (optional but helpful).
4. Access to ServiceNow Instance:
   • Have access to a ServiceNow Developer or Enterprise instance to practice and follow along during the sessions.
5. Basic Knowledge of Databases:
   • Understanding of tables, records, and relationships between data.

Training Sessions Overview and Table of Contents

1st Session: Introduction to ServiceNow

• Overview of ServiceNow Platform
• Core Features and Capabilities
• Navigating the ServiceNow Interface
• Creating and Managing Records
• Introduction to Forms and Lists
• Exercise: Navigating and exploring the UI

2nd Session: Understanding Tables and Records

• Data Model and Database Schema
• Tables, Records, and Fields
• Creating and Configuring Tables
• Relationships between Tables (One-to-Many, Many-to-Many)
• Table Inheritance
• Exercise: Creating Custom Tables and Records

3rd Session: Forms, Lists, and Views

• Understanding Forms and Views
• Configuring Form Layouts
• Personalizing Lists and Columns
• Using Filters to Find Records
• Exercise: Customizing Forms and Lists

4th Session: Service Catalog and Request Management

• Introduction to the Service Catalog
• Creating Service Catalog Items
• Workflows and Approvals for Service Requests
• Request Fulfillment Process
• Exercise: Building a Simple Service Catalog Item

5th Session: Workflow and Automation

• Introduction to Workflows
• Designing Workflows using the Workflow Editor
• Approvals and Notifications
• Automating Processes with Flow Designer
• Exercise: Building and Testing Workflows

6th Session: Incident, Problem, and Change Management

• Overview of ITSM Modules: Incident, Problem, and Change
• Lifecycle of an Incident
• Problem Management Processes
• Change Management and Approvals
• Exercise: Logging and Resolving Incidents, Problems, and Changes

7th Session: Reporting and Dashboards

• Overview of Reporting in ServiceNow
• Creating and Customizing Reports
• Building Dashboards for Visualizing Data
• Sharing and Scheduling Reports
• Exercise: Creating Reports and Dashboards

8th Session: Introduction to ServiceNow Development

• Introduction to ServiceNow Scripting (Client and Server Scripts)
• UI Policies and UI Actions
• Business Rules and Script Includes
• Glide APIs and Common Scripting Use Cases
• Exercise: Writing Scripts in ServiceNow

9th Session: Security and User Administration

• Role-Based Access Control (RBAC)
• Managing Users, Groups, and Roles
• Security Rules for Tables and Fields
• Exercise: Configuring User Access and Security

10th Session: Integration and Web Services

• Introduction to ServiceNow Integration Capabilities
• Working with REST and SOAP APIs
• Import Sets and Data Transformations
• Integrating with External Systems
• Exercise: Setting Up a REST Integration

11th Session: Application Development in ServiceNow

• Application Development Lifecycle
• Creating Custom Applications
• Managing Application Scope and Versions
• Publishing and Distributing Applications
• Exercise: Building a Custom Application

12th Session: ServiceNow Best Practices and Maintenance

• Best Practices for Managing ServiceNow Instances
• Patching and Upgrading ServiceNow
• Performance Optimization Tips
• Troubleshooting Common Issues
• Exercise: Applying Best Practices in a Demo Environment

External Reference