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 ServiceNow Development &Administration 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.

Table of Contents

1: Introduction to ServiceNow

• 1.1 Overview of ServiceNow Platform
• 1.2 Core Features and Capabilities
• 1.3 Navigating the ServiceNow Interface
• 1.4 Creating and Managing Records
• 1.5 Introduction to Forms and Lists
• 1.6 Exercise: Navigating and exploring the UI

2: Understanding Tables and Records

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

3: Forms, Lists, and Views

• 3.1 Understanding Forms and Views
• 3.2 Configuring Form Layouts
• 3.3 Personalizing Lists and Columns
• 3.4 Using Filters to Find Records
• 3.5 Exercise: Customizing Forms and Lists

4: Service Catalog and Request Management

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

5: Workflow and Automation

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

6: Incident, Problem, and Change Management in ServiceNow

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

7: Reporting and Dashboards in ServiceNow

• 7.1 Overview of Reporting in ServiceNow
• 7.2 Creating and Customizing Reports
• 7.3 Building Dashboards for Visualizing Data
• 7.4 Sharing and Scheduling Reports
• 7.5 Exercise: Creating Reports and Dashboards

8: Introduction to ServiceNow Development

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

9: Security and User Administration in ServiceNow

• 9.1Role-Based Access Control (RBAC)
• 9.2Managing Users, Groups, and Roles
• 9.3Security Rules for Tables and Fields
• 9.4Exercise: Configuring User Access and Security

10: Integration and Web Services in ServiceNow

• 10.1Introduction to ServiceNow Integration Capabilities
• 10.2Working with REST and SOAP APIs
• 10.3Import Sets and Data Transformations
• 10.4Integrating with External Systems
• 10.5Exercise: Setting Up a REST Integration

11: Application Development in ServiceNow

• 11.1 Application Development Lifecycle
• 11.2Creating Custom Applications
• 11.3 Managing Application Scope and Versions
• 11.4Publishing and Distributing Applications
• 11.5Exercise: Building a Custom Application

12: ServiceNow Best Practices and Maintenance

• 12.1 Best Practices for Managing ServiceNow Instances(Ref: Managing Devices with Microsoft Endpoint Configuration Manager(MECM))
• 12.2 Patching and Upgrading ServiceNow
• 12.3 Performance Optimization Tips
• 12.4 Troubleshooting Common Issues
• 12.5 Exercise: Applying Best Practices in a Demo Environment

Conclusion

ServiceNow Development and Administration training provides professionals with the skills to design, develop, and manage ServiceNow platforms effectively. By mastering both development and administrative aspects, participants can create customized applications, automate workflows, and streamline business processes.

This ServiceNow Development and Administration course prepares individuals to manage and enhance ServiceNow environments, ensuring seamless integration, improved operational efficiency, and a better user experience across enterprise IT services.

Reference