ServiceNow Training Program

• What is ServiceNow?
• Why organizations use ServiceNow and who can use it
• Cloud computing concepts in ServiceNow
• Introduction to ITIL Foundation
• Different types of users and user profiles
• Navigation, menus, and user administration basics
• Helpful portals, documentation, and ServiceNow releases
• Ticketing tool processes and lifecycle

• Creating applications and modules
• Creating and configuring tables
• Personalizing forms and table layouts
• Creating form sections and views
• Dictionary entries and dictionary overrides
• Reference qualifiers
• Related lists and form relationships

• Creating and managing users and groups
• Managing departments and user records
• Roles, group membership, and role inheritance
• Delegation and delegated approvals
• Customizing user profiles
• Fetching the logged-in user's details using scripts

• Creating and configuring gauges
• Introduction to CSS properties and UI properties
• Managing homepage and banner visibility
• Creating and customizing reports
• Report types, filters, grouping, and visualization
• Introduction to database views and joined reporting

• Introduction to JavaScript in ServiceNow
• Business Rules
• Client Scripts
• UI Actions
• UI Policies
• Script Includes
• Action scripts and server-side execution
• Introduction to Jelly scripting and UI Pages
• GlideRecord and platform APIs
• Client-side versus server-side scripting

• Introduction to platform security and access controls
• Creating read, write, create, and delete ACLs
• Table-level and field-level security
• Writing ACL scripts
• Debugging ACLs and troubleshooting access issues
• Administrator roles and elevated privileges
• Privileged system administrator concepts

• Creating and managing update sets
• Selecting the correct current update set
• Previewing and committing update sets
• Merging changes and resolving conflicts
• Retrieving update sets in another instance
• Moving configuration changes between development, test, and production
• Update set limitations and deployment best practices

• SLA definitions and properties
• SLA conditions: start, pause, stop, and reset
• Attaching SLAs to task records
• Business schedules and working hours
• Creating schedules and child schedules
• SLA tracking, breach management, and troubleshooting

• Introduction to the legacy Workflow Editor
• Workflow scripts and activities
• Workflow contexts and execution
• Workflow stages and transitions
• Approval, notification, and task activities
• Workflow troubleshooting and execution monitoring

Legacy workflow concepts are useful for understanding and supporting existing implementations.

• Service Catalog concepts and use cases
• Creating catalog items
• Record Producers and Order Guides
• Catalog variables and variable sets
• Request, Requested Item (RITM), and Catalog Task lifecycle
• Backend fulfillment and task assignment
• Attaching workflows and automation to catalog items
• Catalog testing and request troubleshooting

• Creating email templates
• Configuring email notifications and triggers
• Event-driven notifications
• Email logs and troubleshooting
• Introduction to SMTP and POP email protocols
• Scheduled jobs and scheduled scripts
• Scheduled reports and report distribution
• Monitoring scheduled job logs

• Data sources and import sets
• XML data import
• Transform Maps and field mapping
• Transform scripts
• Scheduled data imports
• Coalesce fields and duplicate handling
• Data load automation
• Data validation, error handling, and import troubleshooting

• Introduction to web services and system integrations
• REST APIs and REST messages
• SOAP web services
• Scripted REST APIs
• Scripted SOAP web services
• Request and response handling
• Authentication and integration security basics
• Integration testing and troubleshooting

• Personalizing user settings for development and troubleshooting
• Debugging Business Rules
• Debugging ACLs
• Background Scripts
• Script execution logs and system logs
• Troubleshooting client-side and server-side issues
• Diagnosing failed imports, workflows, and integrations

• Introduction to Flow Designer
• Creating flows and defining triggers
• Creating and using subflows
• Creating reusable actions
• Data pills and action inputs/outputs
• Approvals, notifications, and record updates
• Error handling and flow execution troubleshooting
• Flow Designer versus legacy workflows

• Creating and configuring a Service Portal
• Portal branding and configuration
• Menus and navigation
• Creating portal pages
• Creating and configuring widgets
• Widget client and server scripts
• HTML, CSS, and AngularJS fundamentals used in Service Portal widgets
• Connecting portal experiences with catalog items and records

• Incident Management
• Problem Management
• Change Enablement
• Request Management
• Knowledge Management
• Service Level Management
• Configuration Management Database (CMDB) overview
• ITSM process flows and practical scenarios

• HR Service Delivery overview
• HR cases and lifecycle events
• HR services and employee requests
• HR knowledge management
• Employee Center overview
• HR workflows and case assignment
• HR data security fundamentals

• Customer Service Management overview
• Accounts, contacts, and consumers
• Customer cases and case lifecycle
• Case assignment and routing
• Customer service portals
• Knowledge and self-service
• CSM workflows and customer experience

• Agile development concepts
• Epics, stories, and tasks
• Product and sprint planning
• Backlog and board management
• Agile team collaboration
• Tracking work progress and reporting

Confirm the intended ServiceNow product/version before publishing this module name.

• Introduction to the ServiceNow Automated Test Framework
• Creating and configuring test cases
• Test steps and test suites
• Form, UI, and server-side test concepts
• Running tests and analyzing results
• Test troubleshooting and maintenance
• Regression testing and release validation