ServiceNOW Training

1. ServiceNow Overview

What is ServiceNow? Key modules (ITSM, ITBM, HR, CSM).

ServiceNow architecture: Instances, plugins, and versions. 2. Environment Setup

Navigating the ServiceNow UI (Application Navigator, Global Search).

Creating a Personal Developer Instance (PDI) .

1. User Administration

Creating users, groups, and roles.

Assigning roles (ITIL, admin, custom roles). 2. Security Best Practices

Impersonation, role hierarchies, and access control basics.

1. Update Sets

Creating, merging, and migrating update sets (export/import XML).

Managing custom vs. default update sets.

2. Tables and Fields

Creating tables, extending OOB tables, and field types.

Dictionary overrides and reference qualifiers.

3. Forms and Lists

Configuring forms with Form Designer/Layout.

Customizing lists (filters, context menus, related lists).

1. Incident Management

Configuring incident forms, workflows, and SLA definitions. 2. Change Management

Standard vs. emergency change processes. 3. Problem Management

Root cause analysis workflows.

1. Basic Workflows

Using Flow Designer for approvals, notifications, and tasks.

2. UI Policies & Data Policies

Conditional field behavior without scripting.

3. Service Catalog Basics

Creating catalog items, variables, and user criteria.

1. Instance Health

Performance analytics, system logs, and upgrade management.

2. Governance

Avoiding over-customization, leveraging OOB features.

1. Platform Fundamentals

Tables, Glide API, and client/server scripting.

2. Scripting Environments

Background scripts, Fix Scripts, and Script Includes.

1. Client Scripts

`onLoad`, `onChange`, `onSubmit` scripts using `g_form`/`g_user`.

2. UI Actions

Configuring buttons/menu actions (client/server-side).

3. AJAX (GlideAjax)

Fetching data from server-side scripts.

1. Business Rules

`before`/`after` queries, `current` object, `glideRecord`.

2. Script Includes

Reusable server-side code (e.g., REST API integrations).

3. Advanced Glide API

`GlideAggregate`, `GlideRecordSecure`, and `gs` methods.

1. REST/SOAP APIs

Outbound integrations (Web Services, MID Server).

2. Import Sets

Transform maps, transform scripts, and data sources.

3. SSO/LDAP Integration

Configuring SAML, OAuth, and Active Directory.

1. Workflow Development

Complex workflows with approvals, SLA timers, and subflows.

2. Flow Designer

Building reusable actions and integrations.

3. Scheduled Jobs

Automating data cleanup or reporting tasks.

1. Advanced Catalog Development

Record producers, catalog client scripts, and UI policies.

2. Custom Applications

Scoped apps, AngularJS/React integration (UI Builder).

1. ACLs (Access Controls)

Scripted ACLs, security rules, and evaluation order.

2. Debugging Tools

Debug logs, JavaScript debugger, and breakpoints.

Topics :

Introduction to ITIL framework and its alignment with ITSM.

Key processes: Incident, Problem, Change, Request Management.

ServiceNow ITSM architecture (CMDB, Service Catalog).

Topics :

Creating and prioritizing incidents.

Assignment rules, SLA timers, and escalation workflows.

Major Incident Management and collaboration tools.

Topics :

Root Cause Analysis (RCA) workflows.

Linking problems to incidents/known errors.

Proactive problem identification with Predictive Intelligence.

Topics

Topics :

Standard, Emergency, and Normal Change workflows.

Change Advisory Board (CAB) automation.

Risk assessment and post-implementation reviews.

Topics :

Designing a user-friendly Service Catalog.

Catalog items, variables, and guided workflows.

Fulfillment automation with Flow Designer.

Topics :

Performance Analytics dashboards.

Metrics: MTTR (Mean Time to Resolve), SLA compliance.

Continual Service Improvement (CSI) strategies.

Topics :

ITOM architecture: Discovery, Service Mapping, CMDB.

Cloud Management (AWS, Azure, GCP integration).

Topics :

Automatically discovering IT assets (servers, networks, cloud).

Building service maps for dependency visualization.

Tagging and normalizing discovered data.

Topics :

Event correlation and alert prioritization.

Noise reduction using AI/ML (AIOps).

Auto-remediation with Event Management rules.

Topics :

Health Log Analytics for anomaly detection.

Synthetic monitoring for application performance.

Predictive analytics for capacity planning.

Topics :

Tracking cloud spending (SaaS, IaaS, PaaS).

Optimizing costs with rightsizing recommendations