ServiceNow Training with AI Agents

What You'll Learn:

Understanding ServiceNow and the Now Platform

Cloud computing fundamentals and where ServiceNow fits (SaaS → aPaaS)

ServiceNow technology stack and architecture

Platform concepts: instances, environments, data model

Product portfolio across IT, Employee, Customer, and Business workflows

CSA certification path and learning resources

Key Takeaways:

Why enterprises invest in ServiceNow

Platform architecture and core concepts

Career pathways and market opportunities

Setting up your Personal Developer Instance (PDI)

What You'll Learn:

ServiceNow interface layout: Banner, Navigator, Content Frame

Working with Lists (multiple records) and Forms (single records)

Using Global Search, Filters, and Breadcrumbs

Personalization (user-level) vs Configuration (admin-level)

Configuring lists, forms, choice lists, and reference fields

Organizing navigation with Applications and Modules

UI branding and customization

Zurich theme enhancements and dark mode support

Key Takeaways:

Master the ServiceNow interface

Configure user experiences for different roles

Design intuitive navigation structures

Brand the platform for your organization

What You'll Learn:

Understanding data, databases, tables, records, and fields

The role of sys_id in ServiceNow

Types of tables: Base, Extended (inheritance), Custom

Relationships: Extending vs Referencing

Exploring the data model: Tables, Dictionary, Schema Map

Data types and field types in ServiceNow

CMDB (Configuration Management Database) foundations

Creating custom tables and fields

Import Sets for data integration

Update Sets for configuration migration

Zurich Data Quality improvements

Key Takeaways:

Design robust data models

Understand ServiceNow's relational architecture

Import external data safely

Move configurations between instances

What You'll Learn:

User administration and management

Groups for organizing people and work assignment

Roles as bundles of permissions

Access Control Lists (ACLs) for data security

ACL operations: Create, Read, Write, Delete

ACL evaluation process and best practices

Implementing least privilege security

Testing access with impersonation

Delegation for temporary access management

Key Takeaways:

Design secure, role-based access

Implement proper security governance

Balance security with usability

Audit and validate access controls

What You'll Learn:

Client-side vs Server-side scripting

Configuration vs Customization best practices

UI Policies for no-code form behavior

Client Scripts for browser-based logic

Business Rules for server-side automation

UI Actions for custom buttons and links

Data Policies for server-side validation

Script Includes for reusable code

Choosing the right tool for each requirement

Key Takeaways:

Implement business logic effectively

Balance no-code and scripted solutions

Understand when to use each customization tool

Write clean, maintainable scripts

What You'll Learn:

ITIL 4 framework and Service Value System (SVS)

The 7 ITIL Guiding Principles

The Four Dimensions of Service Management

34 ITIL 4 practices and ServiceNow mapping

Core ITSM processes: Incident, Problem, Change, Request

Service Desk, Knowledge Management, and Service Catalog

ITIL metrics and KPIs

ITIL certification path

Key Takeaways:

Align ServiceNow with ITIL best practices

Understand why ServiceNow is structured as it is

Design processes that follow proven patterns

Speak the language of IT service management

What You'll Learn:

Understanding flows and workflows

Types of flows: User, Data, Process, Logic

Manual vs Digital workflows

Levels of automation: Basic, Process, Intelligent, Autonomous

ServiceNow Flow Designer

Workflow Studio (Zurich) with Help me decide guidance

Playbooks for guided process execution

Reusable Scheduled Triggers and External Webhook Triggers (Zurich)

Real-world automation scenarios

Key Takeaways:

Design efficient workflows

Automate repetitive tasks

Understand the evolution from manual to autonomous

Build flows that improve business outcomes

What You'll Learn:

Understanding AI Agents vs traditional automation

The four pillars: Perceive, Reason, Act, Learn

Agentic AI architecture and framework

AI Agent Orchestrator and specialized agents

Workflow Data Fabric for unified data access

Now Assist capabilities and AI models (LLM, SLM)

Building and configuring AI agents

Agentic Playbooks (Zurich)

Real-world applications across IT, HR, Customer Service, Security

Key Takeaways:

Leverage AI for autonomous problem-solving

Build agents that work collaboratively

Integrate AI with existing workflows

Understand the future of enterprise automation

What You'll Learn:

Reporting vs Performance Analytics

Report types: Bar, Pie, Line, List, Pivot, Gauge, Score

Building reports with Report Designer

Analytics Q&A (natural language queries)

Creating and configuring dashboards

Performance Analytics: Indicators, Breakdowns, Data Collections

KPIs and metrics by process (Incident, Change, Request, Problem)

User Experience Analytics (Zurich)

Report governance and best practices

Key Takeaways:

Turn data into actionable insights

Create reports that drive decisions

Build dashboards for different audiences

Track performance trends over time

What You'll Learn:

Why build custom apps in ServiceNow

Application development lifecycle

Three design layers: Business, Data, and UI

ServiceNow platform architecture (layer cake)

Scoped development process

Building tables, forms, workflows, and reports for custom apps

Update Set deployment and Application Repository

App Engine Studio

Build Agent (Zurich): natural language app creation

Developer Sandboxes for isolated development

Key Takeaways:

Extend ServiceNow beyond out-of-box apps

Design apps that solve real business problems

Follow structured development processes

Deploy apps safely across environments

What You'll Learn:

IDE vs legacy Studio comparison and the modern development paradigm

TypeScript + JavaScript dual support for platform scripting

Native Git integration for branching, commits, and pull requests

npm package ecosystem and third-party library integration

Offline development capabilities

VS Code as the primary development environment

ServiceNow SDK and Fluent API overview

Key Takeaways:

Understand why ServiceNow is moving to professional-grade developer tooling

Compare IDE and Studio workflows side by side

Set up your local development environment

Explore the ServiceNow SDK and Fluent API

What You'll Learn:

Installing and configuring VS Code extensions for ServiceNow

Node.js 18+ setup and dependency management

ServiceNow CLI installation and instance authentication

Connecting to your PDI with OAuth 2.0

Workspace configuration and project scaffolding

Environment management for multi-instance workflows

Key Takeaways:

Set up a fully functional local development environment

Authenticate and connect to ServiceNow instances securely

Scaffold new projects using the ServiceNow CLI

Manage multiple environments from a single workspace

What You'll Learn:

IDE application structure and file organization conventions

Manifest files and application metadata

Scoped applications: isolation, permissions, and best practices

Table definitions in code using Fluent plugins

Server scripts and client scripts in IDE format

Relationship between IDE files and platform records

Converting existing applications to Fluent format

Key Takeaways:

Design well-structured applications from the ground up

Understand how IDE code maps to platform artifacts

Follow scoped development best practices

Organize code for maintainability and collaboration

What You'll Learn:

TypeScript development on the ServiceNow platform

Type safety for GlideRecord, Business Rules, and Script Includes

Creating tables and forms programmatically

Server-side logic: Business Rules, Script Includes, Scheduled Jobs

Client-side logic: Client Scripts, UI Policies in code

Third-party library integration via npm

SDK Fluent (Zurich): code-first metadata management

Build Agent: natural language application creation powered by Claude

Key Takeaways:

Build complete applications using TypeScript and the IDE

Leverage type safety to catch errors before deployment

Integrate external libraries for advanced functionality

Experience AI-assisted development with Build Agent

What You'll Learn:

Git workflows for ServiceNow (branching, merging, rebasing)

Branching strategies for team-based development

Developer Sandboxes (Zurich): isolated environments per developer

Build Agents for automated compilation and deployment

CI/CD integration with GitHub Actions, Azure DevOps, Jenkins

Pull requests, code reviews, and merge conflict resolution

ReleaseOps (Zurich): structured deployment pipelines with quality gates

Key Takeaways:

Adopt professional source control practices on ServiceNow

Eliminate update set conflicts with Git-based workflows

Set up CI/CD pipelines for automated testing and deployment

Collaborate effectively across distributed development teams

What You'll Learn:

Now Experience Framework (UXF): ServiceNow's modern UI architecture

React-based rendering engine under the hood

Canvas editor: visual page design and layout

Component library: out-of-box components and their properties

Pages and Variants: role-based, context-aware page configurations

URL routing and navigation design

Mobile-responsive design principles

Zurich theme enhancements and dark mode support

Key Takeaways:

Build modern, responsive user interfaces with UI Builder

Understand the React-based architecture powering Now Experience

Design pages that adapt to different user roles and contexts

Create mobile-friendly experiences without separate builds

What You'll Learn:

Data Resources: Lookup, Create, Update, Delete, Aggregate operations

Data binding syntax and dynamic property connections

Client State Management for local UI state

Data Brokers for cross-component communication

Building dynamic lists with repeaters

Form components and field binding

Conditional rendering and visibility rules

AI-powered data binding with natural language (Zurich)

Key Takeaways:

Connect UI components to live ServiceNow data

Manage complex state across multiple components

Build dynamic, data-driven interfaces without custom scripting

Use declarative patterns for maintainable UI code

What You'll Learn:

Component architecture: HTML/JSX templates, CSS styling, JavaScript logic

Properties schema: defining configurable component inputs

Custom events: dispatching and handling inter-component communication

Lifecycle hooks: initialization, rendering, and cleanup

State management within custom components

Now Design System integration for consistent look and feel

Reusable UI components in low-code environment (Zurich)

Component testing strategies

Key Takeaways:

Create reusable custom components for enterprise applications

Follow the Now Design System for visual consistency

Build components that integrate seamlessly with UI Builder

Test components thoroughly before deployment

What You'll Learn:

State levels: component, page, application, and session state

Complex data structures and nested state management

Computed properties for derived values

Event propagation patterns across component hierarchies

Multi-step form wizards and guided workflows

Async patterns for API calls and long-running operations

URL state management for deep linking and bookmarking

Debugging tools: browser DevTools, ServiceNow diagnostics

Key Takeaways:

Architect complex, multi-page applications with clean state management

Handle asynchronous operations gracefully

Debug and troubleshoot UI performance issues

Design user flows that maintain state across navigation

What You'll Learn:

Workspace integration: Agent Workspace, Employee Center, CSM Portal

Flow Designer integration for backend automation

REST API integration for external data sources

Accessibility compliance (WCAG 2.1 AA standards)

Performance optimization: lazy loading, caching, efficient queries

Security best practices: XSS prevention, CSP headers, secure data handling

Deployment pipelines from development to production

Monitoring and maintaining deployed applications

Key Takeaways:

Deploy applications that meet enterprise standards

Ensure accessibility for all users

Optimize performance for large-scale deployments

Follow security best practices throughout the development lifecycle

What You'll Learn:

Testing types and their role: Unit, Functional, Integration, Regression, Performance, Security, UAT

Agentic AI Testing (NEW): testing autonomous AI agent workflows

Compliance requirements driving testing: DORA, SOC 2, HIPAA

ROI of test automation in enterprise environments

ServiceNow testing tools landscape (native and third-party)

Building a testing strategy aligned with organizational maturity

Key Takeaways:

Understand why testing is critical in ServiceNow implementations

Map testing types to project phases and compliance requirements

Calculate the business case for test automation

Design a testing strategy appropriate for your organization

What You'll Learn:

ATF architecture and platform integration

Test Suites, Test Cases, Test Steps, and Templates

Reusable Tests (Yokohama) for modularity

Client Test Runner for browser-based UI testing

Cloud Runner for headless, scalable test execution

Scheduling tests and integrating with update pipelines

Results analysis, reporting, and failure triage

Key Takeaways:

Build and execute automated tests using ATF

Create reusable test libraries that reduce maintenance

Schedule tests for continuous validation

Analyze test results and prioritize failures

What You'll Learn:

Parameterized testing for data-driven scenarios

User Impersonation for testing role-based access controls

Custom test steps for platform-specific validation

Testing Flows, Service Catalogs, SLAs, and Notifications

Quick Start Tests for rapid baseline coverage

ATF for Configurable Workspaces (Zurich)

Page Inspector for UI element identification

Key Takeaways:

Test complex workflows with parameterized data

Validate security controls through impersonation testing

Achieve rapid test coverage with Quick Start Tests

Test Zurich Configurable Workspaces effectively

What You'll Learn:

Natural language test generation: describe tests in plain English

AI test step prediction for faster test authoring

ATF Failure Insight (Zurich): metadata comparison for intelligent debugging

Test Generation Store App for community-contributed test templates

Self-healing test scripts that adapt to platform changes

Predictive coverage analysis to identify untested areas

Key Takeaways:

Generate tests using natural language prompts

Debug failures faster with AI-powered insights

Build resilient tests that survive platform upgrades

Use AI to identify gaps in test coverage

What You'll Learn:

AI Agent Studio testing methodologies

Validating agent behavior, responses, and decision-making accuracy

Agent-to-agent communication testing for multi-agent workflows

AI Governance Module compliance validation

Guardrail validation: ensuring agents stay within boundaries

Performance monitoring for AI agents under load

Prompt injection detection and security testing

Key Takeaways:

Test AI agents for correctness, safety, and compliance

Validate multi-agent orchestration workflows

Ensure guardrails prevent unintended agent behavior

Monitor and benchmark AI agent performance

What You'll Learn:

ATF Performance Profiling for identifying bottlenecks

External tools: JMeter, LoadRunner, Gatling, BlazeMeter, NeoLoad

Load testing strategies for ServiceNow instances

Portal Performance Analyzer (Yokohama) for frontend optimization

Performance Analyzer (Zurich) for page load time tracing

System diagnostics and instance health monitoring

Capacity planning and scaling recommendations

Key Takeaways:

Identify and resolve performance bottlenecks

Design load tests simulating real-world usage

Optimize portal and workspace performance

Plan for capacity across peak usage periods

What You'll Learn:

REST API Explorer for endpoint testing

SOAP Web Service validation techniques

IntegrationHub ETL testing for data pipeline quality

Testing third-party integrations: SAP, Active Directory, Snowflake

MID Server validation and connectivity testing

Workflow Data Fabric testing (Zurich) for external data access

Spoke Generation testing for auto-generated components

Key Takeaways:

Validate REST and SOAP integrations end-to-end

Test data pipelines for accuracy and reliability

Ensure MID Server connectivity and performance

Test Workflow Data Fabric connections to external systems

What You'll Learn:

Build Agents (Zurich): automated build and deployment

GitHub Actions integration for ServiceNow CI/CD

Azure DevOps and Jenkins pipeline configuration

ReleaseOps (Zurich): structured deployment pipelines with quality gates

Developer Sandboxes for isolated development and testing

Quality gates: automated checks before promotion

DevOps Change Velocity for tracking deployment metrics

Key Takeaways:

Set up end-to-end CI/CD pipelines for ServiceNow

Automate build, test, and deploy workflows

Implement quality gates that prevent bad code from reaching production

Track deployment velocity and quality metrics

What You'll Learn:

ServiceNow bi-annual release testing strategy

Pre-upgrade preparation: inventory, risk assessment, test planning

Building and maintaining regression test suites

ATF Failure Insight (Zurich) for debugging upgrade-related failures

Portal Widget Comparison for visual regression testing

Instance Scan for identifying custom code conflicts

Post-upgrade validation workflows

Go/No-Go decision criteria and stakeholder communication

Key Takeaways:

Prepare confidently for ServiceNow platform upgrades

Build regression suites that catch breaking changes

Debug upgrade failures efficiently with AI-assisted tools

Make data-driven Go/No-Go decisions

What You'll Learn:

UAT planning: scope, personas, scenarios, and acceptance criteria

Test personas for role-based validation

Test evidence capture for compliance and audit trails

Defect management workflows and severity classification

Test Management v2 plugin for centralized test governance

Leading third-party tools: Panaya, ACCELQ, Tricentis, Copado, TestGrid, Leapwork, AutonomIQ

UAT sign-off processes and go-live readiness

Key Takeaways:

Plan and execute UAT that satisfies business stakeholders

Capture evidence for compliance and audit requirements

Manage defects through resolution with clear SLAs

Evaluate and select the right testing tools for your organization

What You'll Learn (6-8 hours | Foundation):

Integration architecture patterns: point-to-point, hub-and-spoke, event-driven

Inbound vs outbound integration patterns and when to use each

REST API Explorer: testing and documenting REST endpoints

SOAP Web Services: WSDL import, message handling, legacy system support

Authentication methods: Basic Auth, OAuth 2.0, Mutual TLS, API keys

MID Server architecture: role, deployment, clustering, and security

Scripted REST APIs: building custom endpoints for external consumers

Error handling, retry logic, and integration monitoring

Key Takeaways:

Design integrations using the right architectural pattern

Build and test REST and SOAP integrations end-to-end

Configure MID Servers for secure on-premise connectivity

Implement robust error handling and retry strategies

What You'll Learn (6-8 hours | Pre-Built & Custom Connectors):

IntegrationHub architecture and licensing model

Pre-built Spokes from the ServiceNow Store (600+ connectors)

Spoke Generation from API documentation (Yokohama): auto-create integration components

Custom Spoke creation for proprietary systems

Flow Designer actions for integration orchestration

ETL operations: Extract, Transform, Load patterns

Error handling, retry policies, and dead-letter queues

Integration monitoring and alerting

Key Takeaways:

Leverage 600+ pre-built Spokes for rapid integration

Generate custom Spokes automatically from API specs

Build ETL pipelines for data synchronization

Monitor integration health and respond to failures

What You'll Learn (6-8 hours | Real-Time Data Federation):

Workflow Data Fabric concept: access external data without copying it

Zurich Workflow Data Fabric Hub application

Connectors for: Snowflake, Databricks, Google BigQuery, Amazon Redshift, Oracle

Unified data layer for workflows, reports, and AI agents

Data federation patterns: virtual tables, query pass-through, caching

Security and governance for external data access

Performance optimization for cross-system queries

Key Takeaways:

Access external data in real time without migration or duplication

Configure connectors to major data platforms

Design data federation strategies balancing performance and freshness

Govern external data access with proper security controls

What You'll Learn (6-8 hours | Bulk Data Management):

Import Set architecture: staging tables, transform maps, target tables

Data sources: JDBC, LDAP, CSV, Excel, REST, and custom connectors

Transform Maps: field mapping, scripted transforms, coalesce fields

Scheduled imports for ongoing data synchronization

Data quality validation: duplicate detection, field validation, error logging

CMDB data integration strategies: CI identification, reconciliation rules

Large-scale migration planning: phasing, rollback, and validation

Key Takeaways:

Import data from any source into ServiceNow reliably

Design transform maps handling complex data relationships

Maintain data quality through validation and deduplication

Plan and execute large-scale data migrations

What You'll Learn (6-8 hours | AI-Driven Orchestration):

AI Agent Fabric (Zurich): cross-platform AI agent collaboration

Agent2Agent (A2A) protocol for agent interoperability

Multi-system orchestration across ServiceNow, Microsoft, Google, Salesforce, Adobe, Cisco

Event-driven integrations: webhooks, message queues, event mesh patterns

External Webhook Triggers (Zurich): trigger flows from any external system

ERP, CRM, and monitoring tool integration patterns

Integration governance: API management, versioning, deprecation policies

Key Takeaways:

Design AI agent integrations across multiple enterprise platforms

Implement event-driven architectures for real-time responsiveness

Govern integrations at scale with proper versioning and security

Future-proof integrations with the Agent2Agent protocol

What You'll Learn (6-8 hours | Foundation):

CMDB as the single source of truth for IT services and infrastructure

Configuration Item (CI) classes, types, and relationships

Discovery and Service Mapping: automated CMDB population

CMDB Health Dashboard: data quality monitoring and remediation

Common Service Data Model (CSDM) 5 Data Domains

Service hierarchy: Business → Application → Technical → Infrastructure

CSDM maturity model: crawl, walk, run approach

CMDB governance and data stewardship

Key Takeaways:

Build a CMDB foundation supporting all ITSM processes

Implement CSDM to align IT with business services

Monitor and maintain CMDB data quality

Design a phased approach to CMDB maturity

What You'll Learn (8-10 hours | Core ITSM):

Incident lifecycle: detection, logging, categorization, prioritization, investigation, resolution, closure

Multi-channel incident creation: email, phone, portal, chat, Virtual Agent

Intelligent routing with assignment rules and Predictive Intelligence

Priority Matrix: Impact × Urgency = Priority

Major Incident Management (MIM): communication, bridge calls, post-incident review

Now Assist for ITSM: AI-powered case summarization and resolution suggestions

Reactive vs Proactive Problem Management

Known Error Database (KEDB) and root cause analysis techniques

Key Takeaways:

Configure end-to-end Incident Management with intelligent automation

Implement Major Incident Management for critical outages

Set up Problem Management to reduce recurring incidents

Leverage Now Assist for faster resolution

What You'll Learn:

Multimodal Change Framework: Normal, Standard, and Emergency changes

Risk Assessment: automated risk calculation based on CI impact

CAB Workbench: Change Advisory Board collaboration and approvals

Approval policies: risk-based, role-based, and manager chains

Conflict detection: scheduling conflicts, blackout periods, maintenance windows

Change calendar and impact visualization

CMDB impact analysis for downstream effects

Release Management: grouping changes into coordinated releases

Key Takeaways:

Implement a risk-based change management framework

Configure approval workflows balancing speed with governance

Detect and prevent change conflicts before outages

Use CMDB data to assess the true impact of every change

What You'll Learn:

Knowledge Base architecture: knowledge bases, categories, articles

Article lifecycle: draft, review, published, retired

Search optimization and incident deflection measurement

Service Catalog structure: categories, catalog items, order guides

Catalog Items vs Order Guides vs Record Producers

Variable types, variable sets, and catalog client scripts

Request Fulfillment workflows: approval, task creation, completion

Service Portal configuration for employee self-service

Key Takeaways:

Build knowledge bases that deflect incidents and empower users

Design service catalogs that simplify request fulfillment

Configure complex catalog items with dynamic variables

Measure and optimize self-service adoption

What You'll Learn:

ITSM dashboards and KPIs by process

Performance Analytics: indicators, breakdowns, data collections

Executive scorecards for IT leadership

Now Assist for ITSM: case summarization, similar cases, resolution notes

Implementation methodology: discovery, design, build, test, deploy

UAT planning and execution for ITSM processes

Phased rollout: pilot to department to enterprise

Hypercare planning and post-go-live support

Key Takeaways:

Build dashboards giving leadership actionable insights

Use Now Assist to improve agent productivity

Plan and execute a successful ITSM go-live

Establish continual improvement from day one

What You'll Learn (6-8 hours | Foundation):

ITOM product packages: Visibility, Professional, Enterprise

MID Server setup, configuration, clustering, and security hardening

Discovery phases: Scan to Classify to Identify to Explore

Discovery patterns and probes for different technology types

Cloud Discovery: AWS, Azure, GCP, Kubernetes (K8s)

Agent Client Collector for agentless endpoint monitoring

Discovery scheduling, credentials management, and troubleshooting

Key Takeaways:

Deploy and configure MID Servers for secure infrastructure access

Run Discovery to automatically populate the CMDB

Configure cloud discovery for multi-cloud environments

Troubleshoot Discovery issues and optimize performance

What You'll Learn (6-8 hours | Foundation):

Service Mapping fundamentals: process-based vs topology-based mapping

Pattern designer and pattern designer rules

Service mapping execution and troubleshooting

CMDB Health Dashboard and data quality

Identification and reconciliation engine (IRE)

Business application modeling and service-aware CMDB

Key Takeaways:

Build service maps from infrastructure to business applications

Maintain CMDB health and data quality

What You'll Learn (6-8 hours | Foundation):

Event Management fundamentals: incoming events, rules, and alerts

Event correlation and enrichment

Alert management and incident creation from events

AIOps: machine learning for event grouping and anomaly detection

Event-to-incident correlation and root cause analysis

Key Takeaways:

Configure event ingestion and correlation rules

Use AIOps to reduce noise and improve incident response

What You'll Learn (4-6 hours | Foundation):

Log ingestion and normalization

Log parsing and field extraction

Health Log Analytics dashboards and visualizations

Correlation of logs with events and incidents

Key Takeaways:

Ingest and analyze logs from infrastructure and applications

Use logs for troubleshooting and root cause analysis

What You'll Learn (6-8 hours | Foundation):

Cloud Management for multi-cloud operations

Runbook Automation and runbook design

Event-driven automation and remediation workflows

Service Operations Workspace integration

Key Takeaways:

Automate remediation and cloud resource management

Build event-driven runbooks for common operations

What You'll Learn (6-8 hours | Foundation):

ITAM product scope: Hardware Asset Management (HAM) and Software Asset Management (SAM)

Asset lifecycle: Request, procure, receive, deploy, maintain, retire

Asset table structure and CMDB relationship

Procurement, receiving, and stock management

Key Takeaways:

Manage hardware and software asset lifecycle end-to-end

Integrate asset data with CMDB and procurement

What You'll Learn:

HAM configuration: asset classes, models, locations

Discovery integration for auto-populating hardware

Contract and warranty tracking

Key Takeaways:

Configure HAM for enterprise hardware tracking

What You'll Learn:

Software discovery and normalization

License compliance and optimization

Software models, entitlements, and consumption

Key Takeaways:

Track software usage and ensure license compliance

What You'll Learn:

Cloud cost management and visibility

Enterprise Asset Management (EAM) for non-IT assets

Key Takeaways:

Extend ITAM to cloud spend and facility assets

What You'll Learn:

ITAM dashboards and reporting

Audit workflows and reconciliation

Key Takeaways:

Report on asset lifecycle and compliance

What You'll Learn:

CSM application architecture and Customer 360

Account and contact management

CSM workspaces and role-based views

Key Takeaways:

Configure CSM for B2B customer service

What You'll Learn:

Interactions, cases, and omnichannel handling

Case workflows and SLA management

Key Takeaways:

Design case management workflows for customer support

What You'll Learn:

Product catalog and entitlement management

Contracts and subscription tracking

Key Takeaways:

Manage customer products and support entitlements

What You'll Learn:

Major incident and major case management

Case assignment and escalation

Key Takeaways:

Handle complex customer escalations

What You'll Learn:

AI-powered case summarization and recommendations

CSM analytics and dashboards

Key Takeaways:

Leverage AI and analytics for customer service optimization

What You'll Learn:

HRSD platform, roles, and security model

Application scoping and access control

Key Takeaways:

Configure HRSD with proper security and scoping

What You'll Learn:

HR case lifecycle and workflows

HR Knowledge and deflection

Key Takeaways:

Implement HR case management and knowledge

What You'll Learn:

Employee Center and portal experience

HR Knowledge management

Key Takeaways:

Deliver self-service HR through Employee Center

What You'll Learn:

Employee journeys (onboarding, transitions, offboarding)

Lifecycle events and workflows

Key Takeaways:

Automate HR lifecycle with journeys

What You'll Learn:

HRSD dashboards and Performance Analytics

Now Assist for HR

Key Takeaways:

Use analytics and AI for HR insights and automation

What You'll Learn:

GRC application architecture and governance model

Policy and control management

Key Takeaways:

Configure GRC for policy and control lifecycle

What You'll Learn:

Policy lifecycle and attestation

Compliance frameworks and assessments

Risk management and risk register

Key Takeaways:

Manage policies, compliance, and risk in GRC

What You'll Learn:

Audit planning and execution

Issue tracking and remediation

Key Takeaways:

Conduct audits and track findings

What You'll Learn:

Vendor risk assessment and third-party risk

Key Takeaways:

Assess and manage vendor risk

What You'll Learn:

Security Operations (SecOps) integration

Zurich platform enhancements for GRC

Key Takeaways:

Integrate GRC with SecOps; leverage Zurich capabilities

What You'll Learn:

AI Agents product overview and architecture

Agent types: conversational, task, and autonomous

Prompt engineering and agent design

Key Takeaways:

Understand AI Agents capabilities and design patterns

What You'll Learn:

Agent orchestration and workflow coordination

Multi-agent scenarios and handoffs

Key Takeaways:

Orchestrate multiple AI agents for complex tasks

What You'll Learn:

Agent Fabric architecture and extensibility

Building and deploying custom agents

Key Takeaways:

Extend AI Agent capabilities with Agent Fabric

What You'll Learn:

AI Control Tower for centralized AI governance

Model management, monitoring, and policies

Key Takeaways:

Govern and monitor AI at scale with AI Control Tower

What You'll Learn:

Autonomous workforce concepts and use cases

AI governance, ethics, and responsible AI

Key Takeaways:

Design for autonomous workforce; implement AI governance