ServiceNow · CSA · CIS · CPOA-aligned · Enrolling now

ServiceNow Platform Owner & Business Analyst

A career-focused, hands-on program: master requirements, process design and the Now Create methodology, run implementations as a consultant, own the platform as a CPOA/CPOP-track Platform Owner — and shape governed Now Assist and AI agent rollouts on the ServiceNow AI Platform.

100K+

alumni community

1,000+

hiring partners

4.8/5

avg class rating

partner centres

Digital Edify centres

Where our ServiceNow alumni work

Microsoft

Amazon

Salesforce

ServiceNow

Deloitte

Infosys

Accenture

TCS

Wipro

Capgemini

Cognizant

HCL

Microsoft

Amazon

Salesforce

ServiceNow

Deloitte

Infosys

Accenture

TCS

Wipro

Capgemini

Cognizant

HCL

Direct answer

What does a ServiceNow Platform Owner & Sr Business Analyst do?

They turn business problems into governed platform outcomes: the BA elicits and models the requirement, the consultant designs the process against ServiceNow best practice, and the platform owner governs the roadmap, demand and value of the platform itself. Most BA courses stop at requirements documents. This program ends only when you can run a Now Create implementation and shape AI rollouts employers can trust.

The complete delivery chain Twelve links, one owner — end to end.

01DISCOVER

•Stakeholder & process discovery
•Requirements elicitation workshops
•As-is / to-be process maps
•AI use-case identification

02DESIGN

•Best-practice-first process design
•User stories & acceptance criteria
•OOB vs configuration decisions
•Agent & Now Assist specs with guardrails

03DELIVER

•Backlog, sprints & UAT
•Now Create phased delivery
•OCM, training & go-live
•Value realization & KPIs

What this role owns

•Requirements that are testable, traceable and prioritized
•Process designs that favor out-of-the-box before customization
•AI use cases scoped with guardrails, value metrics and owners
•Escalating scope, risk and adoption issues before they land

And remaining accountable for the integrity of the shipped outcome.

AI in ServiceNow · 2026

The platform went AI-native.

Now AssistGenerative AI layer

Summarization, resolution notes, knowledge drafting and AI Search — embedded in ITSM, HRSD, CSM and SecOps workflows, now bundled into every license tier and metered in "Assist" units.

AI Agent StudioAgentic AI

Production-ready since the Zurich release: build agents that plan multi-step work — triage, remediate, escalate and close — with tools, triggers and orchestration.

AI Control TowerGovernance layer

Central inventory, risk and compliance, value metrics and performance indicators for every AI asset — the layer employers now audit against.

Build AgentVibe coding

Describe an app in natural language and the platform designs, builds and governs it. Developers shift from typing boilerplate to reviewing, extending and hardening generated apps.

Workflow Data FabricGoverned context

Connect Snowflake, BigQuery and enterprise sources with zero-copy patterns — the data grounding that decides whether agents work or hallucinate.

MCP & Action FabricAgent interoperability

External AI agents — Copilot, Claude Code — trigger governed ServiceNow actions through MCP; agent-to-agent collaboration crosses platform boundaries.

What this means for your career: every AI rollout now needs someone who can select the use case, write the guardrail requirements and govern the value — BAs, consultants and platform owners who speak Now Assist, AI Agent Studio and Control Tower fluently command a premium over process-only profiles.

Who should join

Built for people moving into AI platform delivery.

Business analysts entering ServiceNow ITSM process owners & service managers Project managers & scrum masters ServiceNow admins moving to consulting Functional consultants (any platform) Platform owners & aspiring CPOA/CPOP

Prior experience: no coding required. The program builds platform and process foundations first; scripting appears only where a BA or PO must read and challenge it.

What you will be able to do

Run the implementation — and govern its AI.

Elicit & model requirementsWorkshops, interviews, BPMN process maps, user stories and acceptance criteria.

Consult with Now CreateRun process workshops and phased implementations the way Elite Partners do.

Design ITSM processesIncident, problem, change, request, catalog, knowledge, SLAs and CMDB context.

Own the platformRoadmap, demand, governance, CoEI, UAT and release decisions — CPOA/CPOP-aligned.

Shape AI rolloutsSelect Now Assist and agent use cases, define guardrails and readiness criteria.

Prove the valueDashboards, Performance Analytics, KPIs and value-realization reporting.

Course curriculum

Seventeen modules. ServiceNow Platform Owner & Business Analyst

ServiceNow AI Platform & Enterprise Workflow Foundations

Core Platform & ITSM

Understand what the ServiceNow AI Platform is in 2026–2027, how it differs from a ticketing tool, and where each role contributes.

Topics

•SaaS, PaaS and enterprise workflow platforms

•Platform architecture and the current capability map

•People, workflows, data, applications, integrations, AI and governance

•Deterministic automation, generative assistance and agentic execution

•Now Assist, Otto, EmployeeWorks and Autonomous Workforce concepts

•Platform roles and separation of duties

•PDI, customer instance and production-shaped lab distinctions

•Release cadence, Store applications and entitlement awareness

Hands-on lab

Provision the approved learner instance, inspect installed applications, identify unavailable capabilities and create a platform capability inventory.

Failure scenario you solve

A sponsor describes ServiceNow as "the IT ticket tool" while asking the team to automate onboarding across HR, IT, facilities and identity systems.

You ship

Instance & entitlement inventoryPlatform capability mapRole & responsibility mapLearning-path decisionLimitations statement

Assessed outcome: Explain the platform without marketing slogans, map three enterprise scenarios to the module journey and identify any readiness bridge required.

Instance, Navigation, Tables & Platform Data

Core Platform & ITSM

Build the data and configuration foundation required for secure workflow applications.

Topics

•Next Experience navigation, lists, forms, filters and search

•Tables, records, fields and sys_id; base, extended and custom tables

•Extension versus reference decisions

•Dictionary, schema map, field types and reference qualifiers

•Data policies, import sets, transform maps and validation

•Configuration versus customisation; scoped-application boundaries

•Update sets, application repository and deployment context

•Data quality, ownership and retention

Hands-on lab

Create the data foundation for an Employee Service Request application with request, task, service, approval and evidence relationships.

Failure scenario you solve

Two teams independently create employee and department tables even though governed platform sources already exist.

You ship

Logical data modelConfigured tables & fieldsSchema mapImport/validation evidenceOwnership registerTechnical-debt note

Assessed outcome: Defend extension, reference and reuse decisions and prove that imported records meet defined quality rules.

Users, Groups, Roles, ACLs & Platform Security

Core Platform & ITSM

Apply identity and least-privilege controls to users, fulfiller teams, application services and future AI actors.

Topics

•Users, groups, roles and role inheritance

•ACL operations and evaluation; table, record and field access

•Scripted and condition-based ACLs; user criteria

•Impersonation and access debugging

•Privileged roles and separation of duties

•Service and integration identities; secrets management

•AI-agent identities, dynamic users and role masking

•Audit events and secure-by-default design

Hands-on lab

Implement requester, fulfiller, manager approver, auditor and integration access for the core application; test positive and negative cases.

Failure scenario you solve

An AI-assisted workflow inherits the invoking administrator’s broad permissions and can read HR fields outside the task’s scope.

You ship

Role catalogueAccess-control matrixImplemented ACLsImpersonation test evidenceAI identity boundary design

Assessed outcome: Demonstrate that each persona can perform required work and cannot access prohibited data or actions.

ITIL, Workflow Discovery, Incident & Major Incident Operations

Core Platform & ITSM

Use ITIL and discovery evidence to design and operate an incident service that restores value and creates trustworthy operational learning.

Topics

•Services, value streams and ITIL 4 foundations

•Interviews, workshops, observation and current-state blueprints

•Impact, urgency, priority and assignment models

•Major-incident declaration, communications and review

•Service-level and operational-level commitments

•Agent workspace, swarming and cross-team collaboration

•Now Assist and AI-agent triage, summarisation and guided resolution

•Requirements, acceptance examples and traceability

Hands-on lab

Run discovery for a degraded employee-access service and configure a controlled incident-to-resolution flow with priority, assignment, major-incident escalation and bounded AI-assisted triage.

Failure scenario you solve

A monitoring signal and multiple employee reports describe the same outage — duplicate records, weak service context and an unverified AI summary could misdirect responders.

You ship

Stakeholder map & discovery notesCurrent & future workflowsConfigured incident workflowAI-triage authority boundarySLA dashboard & runbook

Assessed outcome: Discover and triage an unseen incident, justify priority and escalation, restore service and distinguish verified facts from AI-generated suggestions.

ITSM: Problem, Change, Request, Catalog, Knowledge & Continual Improvement

Core Platform & ITSM

Reduce repeat failure, govern service change and convert employee demand into reusable, measurable fulfilment services.

Topics

•Problem investigation, root cause, known errors and workarounds

•Change models: standard, normal and emergency; risk and conflict

•CAB responsibilities, implementation, validation and backout

•Catalog items, variables, record producers and order guides

•Fulfilment models, approvals, entitlements and sensitive-data controls

•SLAs, calendars, pauses and breaches

•Knowledge lifecycle and Employee Center self-service

•AI assistance for clustering, risk signals and fulfilment

Hands-on lab

Investigate recurring access incidents, create a problem and known error, design a governed change, then build an employee-access catalog request end to end.

Failure scenario you solve

An AI recommendation labels a risky change "low risk," while the related catalog item grants broad access, exposes confidential variables and lacks tested backout.

You ship

Problem & root-cause dossierChange model & backoutCatalog item & fulfilment workflowKnowledge articlePost-implementation review

Assessed outcome: Approve, constrain, reschedule or reject a change and complete success, rejection, timeout and unauthorised-access request cases using traceable evidence.

ServiceNow CSDM & CMDB

Platform Data & AI Governance

Create trustworthy service and configuration context for ITSM, ITOM, ITAM, integrations, analytics and AI-assisted decisions.

Topics

•CMDB purpose, CIs, classes, attributes and relationships

•Identification and reconciliation rules

•Duplicate, stale, orphan and incomplete CI controls

•CMDB Health, certification, ownership and remediation

•CSDM domains, maturity, services and offerings

•Service Graph connectors, Discovery and Service Mapping relationships

•Authoritative sources, provenance, freshness and withdrawal

•Context Engine concepts and role-appropriate context

Hands-on lab

Model the employee-access service, its business application, application service, technical dependencies and service offering; configure health and context-quality gates.

Failure scenario you solve

An operations workflow and AI recommendation use a stale CI owner, duplicate application records and an incomplete service relationship to estimate impact.

You ship

CSDM-aligned service modelIdentification/reconciliation rulesSource-authority matrixCMDB Health baselineContext-quality policy

Assessed outcome: Demonstrate which context is authoritative, how it is reconciled and what happens when quality falls below an operational or AI-use threshold.

ServiceNow Enterprise Integrations

Platform Data & AI Governance

Connect ServiceNow to enterprise applications, data sources and action systems through secure, resilient and governed integration patterns.

Topics

•Inbound, outbound, synchronous, asynchronous and event-driven patterns

•Table, Import Set and Scripted REST APIs

•OAuth, credentials, connection aliases and secrets

•Integration Hub spokes and custom actions; MID Server

•Workflow Data Fabric, Zero Copy concepts and governed data products

•Retries, timeouts, rate limits, idempotency and duplicate prevention

•Partial failure, compensation and reconciliation

•API lifecycle, versioning and consumer contracts

Hands-on lab

Integrate the employee-service solution with simulated identity and policy systems, package authoritative attributes as a governed data product and implement retry, idempotency, reconciliation and alerting.

Failure scenario you solve

The identity API accepts requests asynchronously, returns an uncertain status and processes a duplicate retry that creates a conflicting entitlement.

You ship

Integration landscapeInterface & data contractsReusable integration actionReconciliation & recovery evidenceOperations runbook

Assessed outcome: Trace a cross-system transaction, detect partial failure, prevent duplicate action and restore a consistent state without exposing credentials.

ServiceNow Testing & DevOps

Platform Data & AI Governance

Build independent release evidence and operate a controlled delivery lifecycle across configuration, workflows, integrations and upgrades.

Topics

•Risk-based quality strategy

•ATF architecture, reusable tests, suites, test data and cleanup

•Form, server, API, flow and workspace testing

•Positive, negative, permission and failure-path cases

•Review of Build Agent / Test Agent-generated tests

•Source control, CI/CD pipelines and environment promotion

•Clones, family upgrades, skipped changes and regression

•DevSecOps controls, segregation of duties and audit evidence

Hands-on lab

Create a release dossier for the employee-service solution with an ATF suite, integration and accessibility tests, pipeline gates, upgrade regression and a rollback exercise.

Failure scenario you solve

AI-generated tests pass because they repeat the builder’s incorrect assumption, a negative ACL case is absent and an upgrade introduces a skipped change.

You ship

Quality & test strategyATF suite & evidenceUAT traceabilityCI/CD & release designRollback & recovery evidence

Assessed outcome: Make and defend a release decision when average results look strong but one high-consequence permission or recovery case fails.

ServiceNow AI: Now Assist, AI Agents & AI Control Tower

Platform Data & AI Governance

Design, evaluate, release and govern AI-assisted and agentic workflows as accountable platform assets.

Topics

•Predictive, generative and agentic AI boundaries

•Now Assist experiences, grounding and human verification

•AI Agent Studio, Orchestrator, goals, tools, memory and stop conditions

•Action Fabric and MCP governance; AI Gateway and provider policy

•AI identities, dynamic users, role masking and least privilege

•Agentic evaluation datasets, versions, metrics and traces

•Prompt-injection, excessive-action, privacy and security testing

•AI Control Tower: Discover → Observe → Govern → Secure → Measure

Hands-on lab

Specify and evaluate a bounded service-operations agent that retrieves governed context, summarises evidence, recommends a next step and executes only one approved low-risk action.

Failure scenario you solve

Average evaluation results are high, but one permission test shows the agent can act on a restricted record and no tested kill switch exists.

You ship

AI use-case & autonomy decisionTool & identity matrixVersioned evaluation datasetKill-switch designControl Tower registration packValue scorecard

Assessed outcome: Make and defend a release, constrain, defer, rollback or stop decision when safety, evidence, value and operational-readiness signals disagree.

Customer Service Management (CSM)

Enterprise Product Domain

Connect customer service to enterprise fulfilment so issues are resolved through governed workflows, not merely recorded as cases.

Topics

•CSM operating model; accounts, contacts, consumers and installed base

•Interactions, cases, case types and lifecycle

•Entitlements, service contracts and service-level commitments

•Assignment, queues, skills and agent workspace

•Self-service, portals, knowledge and conversational channels

•Major issue, complaints, escalations and proactive communication

•Customer-service AI agents with consent and privacy boundaries

•Integration with ITSM, ITOM, Sales CRM and external systems

Hands-on lab

Configure an AI-assisted customer case for a degraded subscription service — entitlement check, knowledge, service-team handoff, major-issue communication and closure validation.

Failure scenario you solve

A customer-facing agent promises an action outside the customer’s entitlement while the underlying outage belongs to an IT operations team.

You ship

Customer-service blueprintConfigured case journeyEntitlement & escalation rulesAI-agent boundaryValue/adoption scorecard

Assessed outcome: Resolve an unseen case across customer service and IT operations without exposing internal-only data or allowing AI to exceed contractual authority.

ServiceNow Sales CRM

Enterprise Product Domain

Create a connected, AI-guided revenue workflow from lead qualification through opportunity progression while preserving commercial controls.

Topics

•ServiceNow CRM and Sales Automation positioning

•Leads, accounts, contacts, opportunities and activities

•Qualification criteria and lead conversion

•Opportunity stages, next steps, probability and evidence

•Seller workspace, forecasting and pipeline hygiene

•AI agents for research, qualification, preparation and follow-up

•Hallucination, consent, outreach and record-provenance controls

•Handoffs to CPQ, order management, fulfilment and CSM

Hands-on lab

Build a lead-to-opportunity journey with qualification rules, a seller workspace, AI-assisted meeting preparation and a governed handoff to customer onboarding.

Failure scenario you solve

An AI sales agent enriches an account with unverified data, advances the stage without evidence and drafts an outreach action outside approved policy.

You ship

Sales-process blueprintLead & opportunity workflowSeller workspaceAI-sales authority policyPipeline dashboard

Assessed outcome: Qualify and progress an unseen opportunity using traceable evidence, correct authority and an auditable customer handoff.

HR Service Delivery (HRSD)

Enterprise Product Domain

Deliver secure, human-centred employee services across HR, IT and workplace systems while protecting sensitive workforce data and decisions.

Topics

•HRSD operating model, HR profiles and Centres of Excellence

•HR services, cases, tasks and case confidentiality

•Employee Center and conversational self-service

•Employee journeys and lifecycle events, hire to retire

•HR agent workspace, assignment and escalation

•Now Assist and HR AI-agent opportunities

•Policy grounding, human review and workforce-decision boundaries

•Privacy, legal hold, role separation and audit

Hands-on lab

Configure a new-hire journey with secure HR case handling, employee self-service, IT access and asset tasks, policy evidence and a bounded AI assistant.

Failure scenario you solve

An AI agent can infer sensitive employee information and attempts an eligibility decision that policy reserves for an authorised HR professional.

You ship

Employee-service blueprintHR data/security matrixConfigured case & journeyAI & human-decision boundaryPrivacy test evidence

Assessed outcome: Complete a hire-to-productive journey while proving confidentiality, correct handoffs, human accountability and recoverability.

IT Asset Management (ITAM)

Enterprise Product Domain

Manage hardware, software and cloud-asset lifecycles as connected cost, compliance, risk and service workflows.

Topics

•Asset versus configuration-item distinction

•Request, procure, receive, stock, assign, maintain, reclaim and retire

•Software entitlements, normalisation and compliance concepts

•Contracts, vendors, warranties and renewals

•Stockrooms, audits and chain of custody

•Onboarding/offboarding and asset recovery

•AI-agent opportunities for lifecycle tasks and audit response

•Approval, disposal, data-erasure and evidence controls

Hands-on lab

Configure a laptop lifecycle from approved request through receipt, assignment, repair, return, secure disposal and CMDB reconciliation.

Failure scenario you solve

An offboarded employee retains a device, discovery reports conflicting ownership and an AI agent proposes retirement before required data-erasure evidence exists.

You ship

Asset-lifecycle blueprintAsset/CI reconciliation modelCustody controlsAI authority boundaryCost/risk dashboard

Assessed outcome: Resolve an asset exception while preserving ownership, financial, security, CMDB and disposal evidence.

IT Operations Management (ITOM)

Enterprise Product Domain

Turn infrastructure and application signals into service-aware detection, prioritisation and resilient operational action.

Topics

•Visibility-to-action lifecycle; MID Server architecture

•Discovery patterns, credentials and schedules

•Service Mapping and dynamic service context

•Event Management, alert correlation and noise reduction

•AIOps, anomaly detection and probable-cause concepts

•Remediation, runbooks and bounded automation

•ITOM–ITSM incident and change integration

•False-positive, excessive-action and rollback controls

Hands-on lab

Model a service-aware operations flow that correlates simulated alerts, identifies business impact, creates or updates an incident and proposes a governed remediation.

Failure scenario you solve

An AIOps correlation suppresses a signal that affects a critical business service, while autonomous remediation would restart the wrong component.

You ship

ITOM architectureService mapEvent-to-incident workflowAI-operation authority matrixService-health dashboard

Assessed outcome: Diagnose and respond to an unseen service degradation using trustworthy topology, correct priority and tested rollback.

Strategic Portfolio Management (SPM)

Enterprise Product Domain

Connect strategy, demand, investment, capacity and delivery so the Platform Owner can make evidence-based portfolio decisions.

Topics

•Strategy-to-outcome operating model; goals and targets

•Ideas, demands, initiatives and prioritisation

•Roadmaps, dependencies and scenario planning

•Investment, funding and capacity concepts

•Business case, value hypothesis, cost, risk and confidence

•AI-initiative inventory and AI Control Tower connection

•Benefit attribution, stop decisions and value reviews

•Platform Board cadence and decision rights

Hands-on lab

Build and prioritise a portfolio containing ITSM, CSM, HRSD and agentic-AI initiatives under fixed capacity, risk and value constraints.

Failure scenario you solve

Every sponsor marks the initiative critical, estimated benefits use incompatible assumptions and the AI proposal lacks data-readiness evidence.

You ship

Strategy/outcome mapDemand intake & scoring modelPortfolio & roadmapScenario decisionExecutive portfolio briefing

Assessed outcome: Fund, sequence, constrain, defer or stop initiatives and defend the decision under changing strategy, capacity and risk.

Governance, Risk & Compliance / Integrated Risk Management

Enterprise Product Domain

Embed governance, risk, compliance and continuous assurance into daily enterprise workflows, including the lifecycle of AI assets.

Topics

•GRC and IRM operating model, entities and ownership

•Risk statements, assessments, appetite and treatment

•Policies, standards, controls and authority documents

•Indicators, monitoring and continuous assurance

•Issues, remediation, exceptions and audit evidence

•Third-party risk and operational-resilience concepts

•AI risk classification and AI asset inventory

•Executive risk reporting and accountable acceptance

Hands-on lab

Create a control and assurance pack for the programme’s AI-assisted access workflow, linking risks, controls, tests, issues, evidence, owners and remediation.

Failure scenario you solve

An AI asset is delivering value but uses an unapproved provider, lacks current evaluation evidence and has no named risk-acceptance authority.

You ship

Risk/control libraryContinuous-assurance indicatorsAI-risk registerExecutive risk decisionCross-programme evidence index

Assessed outcome: Approve, conditionally accept, remediate, suspend or retire an AI-enabled workflow using traceable risk, control, test and ownership evidence.

Business Analysis & Platform Ownership in Practice

Business & Ownership

Bring the whole role together: elicit the real requirement, design the process against best practice, prioritise the backlog, govern the roadmap and prove the value of what the platform ships.

Topics

•Requirements elicitation — workshops, interviews and observation

•User stories, acceptance criteria and end-to-end traceability

•Process mapping and to-be design against ServiceNow best practice

•Now Create methodology and vision-lock with sponsors

•Backlog ownership — prioritisation, WSJF and scope control

•Demand intake, governance boards and decision rights

•Platform roadmap, release planning and CoEI operating model

•UAT planning and acceptance evidence

•Value measurement — adoption, deflection and outcome metrics

•Communicating trade-offs to business and technical audiences

Hands-on lab

Run a vision-lock workshop for the programme’s engagement: elicit requirements, write the story backlog with acceptance criteria, prioritise with WSJF, and present the roadmap, UAT and value plan to a sponsor panel.

Failure scenario you solve

The sponsor asked for "an AI agent" — but discovery reveals the real problem is a broken approval process no agent can fix. You must renegotiate scope without losing the engagement.

You ship

Requirements & story backlogProcess design (as-is / to-be)Prioritised WSJF backlogPlatform roadmapUAT & acceptance planValue dashboard

Assessed outcome: Turn an ambiguous sponsor ask into a scoped, prioritised, value-measured roadmap — and defend a scope change the sponsor didn’t ask for.

Honest scope — each module builds analyst, consultant and platform-owner fluency with a working implementation slice and portfolio evidence; development and scripting depth belongs to the ServiceNow AI Platform Developer track.

Tools you'll master

The analyst & consultant toolkit, one real engagement.

Real-time projects

You don't watch videos. You run engagements.

Three full-production projects, each threaded through the entire curriculum. By the project, you've built the whole stack around them.

Hero project

ITSM implementation blueprint

Run a full Now Create engagement on a live scenario — discovery workshops, as-is/to-be BPMN maps, OOB-first design decisions, prioritized story backlog and a findings deck you present and defend.

Now CreateBPMNProcess WorkshopITSM

Enterprise

AI use-case portfolio & Now Assist rollout

Assess AI readiness, score and prioritize candidate use cases with Assist-unit economics, and specify a Now Assist rollout — guardrails, acceptance tests and value metrics — as a governed product decision.

Now AssistAI ReadinessBusiness CaseGuardrails

Platform ownership

Backlog to go-live as Platform Owner

Own a release end to end — prioritized backlog with WSJF, sprint and UAT plan, acceptance evidence against criteria, go-live communications and a value dashboard for the 90-day review.

BacklogUATReleaseValue Dashboard

Project

Your implementation engagement in a controlled project environment.

Pick a real partner workflow. Run the engagement end to end — workshops, to-be design, backlog, UAT and a governed Now Assist rollout plan — and defend it before a review panel.

Download the real world project

Full scope, sample deployment contexts, project milestones, and grading rubric — PDF, 14 pages.

Production-style capstoneCareer support included

Your instructor

Taught by engineers who shipped agentic AI to production.

Manikanta Kona

Founder, Digital Edify · Enterprise AI Architect

ServiceNow · Now Assist · AI Agent Studio · ITSM / ITOM / HRSD / CSM

"ServiceNow at enterprise scale is where AI agents earn their keep — Now Assist plugged into the Service Desk, AI Agent Studio orchestrating ITSM, ITOM, HRSD, and CSM as one fabric. That's the bar I teach to, every class."

15 yrs

SERVICENOW

2,400+

LEARNERS

4.8 /5

RATING

Manikanta is the founder of Digital Edify and brings 15 years of enterprise platform architecture from AT&T, Salesforce, Cox Communications, and Broadcom — where he led ITSM, ITOM, HRSD, and CSM rollouts for Fortune-500 banks, telcos, and insurers. Most recently he architected production Now Assist + AI Agent Studio deployments that replaced traditional triage tiers with autonomous case-handling.

His classes get you two things other programs don't give you: a founding architect who's shipped enterprise ServiceNow + AI from inside the Fortune 500, and a curriculum rewritten every release (currently Zurich) — so when hiring managers ask about CMDB Workspaces, AI Agent Studio sub-flows, or ITOM Visibility, you've already built it. M.S. in Engineering, Purdue University.

Ravi Krishna

Chief Technologist, Digital Edify · Implementation & Delivery Lead

Now Create · Process Workshops · ITSM · UAT · CMDB · Delivery Governance

"Implementations don't fail in configuration — they fail in discovery. Workshops that surface the real process, requirements developers build without rework, and UAT that proves it: that's what I teach."

10 yrs

IMPLEMENTATION & DELIVERY

1,800+

LEARNERS

4.8 /5

RATING

Ravi is Chief Technologist at Digital Edify, where he leads the implementation and delivery practice. After years running enterprise ServiceNow programs, he now teaches the consultant's craft — Now Create engagements run phase by phase, process workshops that get to real decisions, and UAT that stands up in front of a steering committee.

His delivery modules are built from real engagement post-mortems, not slide decks. Expect to leave with working workshop kits, requirement and UAT templates, and a delivery-governance playbook you can run on day one.

HIRING PARTNERS · INDUSTRY VOICES

What ServiceNow employers say about Digital Edify grads.

Real feedback from talent leaders at ServiceNow Elite Partners and the firms hiring our ServiceNow + AI Agents graduates.

Digital Edify grads ramp 40% faster on Now Assist projects than typical hires. Best ServiceNow training pipeline in India.

Aakash Mehta, Partner Programme Lead, ServiceNow

We've onboarded 80+ Digital Edify alumni in 18 months. Lowest ramp time we've seen for ServiceNow plus AI agent practices.

Anita Sharma, Senior Manager, Deloitte

The ServiceNow programme is comprehensive — admin, developer, plus AI agent flows. Grads come pre-trained for enterprise.

Rahul Bhatt, Solutions Lead, Mphasis

Their ITSM + Now Assist track produces engineers who write production-grade Flow Designer flows on day one. Genuinely rare.

Deepak Pillai, Senior Architect, TCS

What sets Digital Edify apart is the AI Agent Studio layer baked into the ServiceNow track. Our enterprise clients ask for exactly this profile.

Suresh Menon, Practice Lead, Accenture

Their CSA + CIS prep is rigorous, and the implementation capstone with real workshop artifacts is what closes interviews for us.

Vikram Iyer, Director, Infosys

Digital Edify's ServiceNow grads close incidents twice as fast in the first 90 days. Our internal metrics back this up clearly.

Lakshmi Nair, VP Engineering, Wipro

Best ServiceNow + AI Agents pipeline we've sourced from in India. Their projects are production work, not toy code.

Karthik Subramanian, Engineering Director, Cognizant

Strong HRSD and Employee Center foundation. Their ServiceNow grads need almost zero ramp time on enterprise engagements with us.

Arun Joshi, Practice Director, Capgemini

We've placed 40+ Digital Edify alumni across our ServiceNow and watsonx-on-Now teams. Strong fundamentals, sharp on the agent stack.

Sanjay Verma, Talent Director, IBM

ITOM + Predictive Intelligence is exactly the talent gap we've been struggling to close. Digital Edify is filling it for us reliably.

Anjali Desai, Practice Head, LTIMindtree

Their ServiceNow track delivers consultants who navigate ITSM, IntegrationHub, and Flow Designer on customer engagements unsupervised.

Ramesh Iyer, Senior Manager, Tech Mahindra

Hired 25+ Digital Edify graduates for our ServiceNow practice. Strong scripting, strong platform depth, sharp on the agent layer.

Geetha Pillai, Talent Acquisition Lead, Cyient

Digital Edify grads who blend Now Assist with Azure OpenAI land production-ready on day one. Rare combination, well-trained.

Priya Reddy, Talent Lead, Microsoft

Program certifications

An Agent‑Ready credential, not a participation trophy.

Digital Edify · Institute Certificate

Agent‑Ready ServiceNow Engineer

Presented to

Spandana Bala

For successfully running an end-to-end implementation engagement — discovery, process design, backlog, UAT and a governed AI rollout plan — on the ServiceNow Now Assist + AI Agent Studio platform, evaluated against the 2026 Agent‑Ready rubric and CSA, CIS-ITSM, BPC and CPOA competencies.

Manikanta Kona

CEO · Digital Edify

AGENT
READY
2026

Industry‑recognized

Co‑branded with the ServiceNow Elite Partner ecosystem and mapped to CSA, CIS-ITSM, BPC and the CPOA/CPOP Platform Owner path — names that hiring managers already scan for on resumes.

Project artifact included

Every certificate carries your project project name, the partner org, and a link to the deployed Now Assist + AI Agent Studio artifact — proof, not a promise.

Enhanced skill validation

Graded against the 2026 Agent‑Ready rubric: ITSM design, Flow Designer build, Now Assist deployment, safety and monitoring. No pass/fail — a level 1‑5 band.

Verifiable on a public URL

Each credential has a public verification page recruiters can check in 10 seconds — no PDF back‑and‑forth.

Job roles

Roles this program prepares you for.

ServiceNow Business Analyst Elicit, model and manage requirements across platform programs.

Sr ServiceNow Business Analyst Lead discovery, own traceability and mentor analysts on major engagements.

Business Process Consultant (BPC) Run Now Create process workshops and best-practice-first design.

ServiceNow Functional Consultant Translate requirements into governed configuration decisions.

ITSM Process Owner / Manager Own incident, problem, change and request processes and their KPIs.

ServiceNow Platform Owner (CPOA / CPOP) Own platform strategy, governance, demand and value realization.

AI Platform Owner (ServiceNow) Prioritize, specify and govern Now Assist and agent rollouts.

Engagement / Delivery Manager (path) Grow toward running implementations and client relationships.

Platform Adoption & OCM Specialist Drive training, communications and adoption of platform launches.

Pre-Sales / Solution Consultant (path) Demo, scope and shape ServiceNow deals with functional depth.

What employers should see in your portfolio: that you can take an engagement from discovery to value — map the process, write requirements developers build without rework, run the workshop, accept against criteria, and govern AI use cases with guardrails and metrics.

Job placement support

Your first ServiceNow offer isn't a lottery ticket. It's a built process.

GitHub, LinkedIn, resume — and most importantly, warm intros into ServiceNow Elite Partners. Our placement team works your search like an account, not a helpdesk.

01 / PORTFOLIO

A portfolio, not a graveyard.

Guidance on assembling a consulting portfolio — process maps, workshop artifacts, backlog and UAT evidence, and your AI rollout plan — reviewed 1:1, not via template.

02 / RESUME PREP

Rewrite, don't proofread.

A one-page resume rebuilt around the ServiceNow modules you implemented, the agent you deployed, and the business outcome. Reviewed by engineers who've read 10,000+ resumes.

03 / LINKEDIN + INTROS

Where most opportunities actually live.

Profile tuning plus direct warm introductions into the ServiceNow Elite Partner network — Infosys, TCS, Deloitte, Accenture, Cognizant, NTT Data, Capgemini. You leave with recruiter contacts, not a generic "good luck."

ServiceNow alumni

Hundreds of ServiceNow careers launched — here are eight.

Spandana Bala

ServiceNow Developer

Hyderabad · India

Now at · Infosys

Naveen Vedala

ITSM Consultant

Hyderabad · India

Now at · TCS

Tejashwini Addla

HRSD Specialist

Hyderabad · India

Now at · Deloitte

Tharunesh Dillikar

ServiceNow Architect

Seattle · United States

Now at · ServiceNow

Mujahed Mohammed

Lead ServiceNow Engineer

Hyderabad · India

Now at · Accenture

Bhargav Kumar Murala

Now Assist Developer

Hyderabad · India

Now at · Capgemini

Sai Manasa Leburi

ITOM Engineer

New York · United States

Now at · NTT Data

Rahul Dhamma

AI Agent Studio Engineer

Hyderabad · India

Now at · Cognizant

Our locations

Come chat with us — over coffee, or over Zoom.

One flagship campus in Hyderabad, plus online ServiceNow classes running on Indian and US timezones.

Flagship campus

Hyderabad

2nd Floor, Hitech City Road · Above Domino's · Opp. Cyber Towers, Jai Hind Enclave · Hyderabad, Telangana

Call

+91 8142998866

US desk

+1 256 388 7766

Hours

Mon–Sun · 7 AM–9 PM

Online class

Global

Weekend and evening ServiceNow classes running on IST and PST. Every online class ships the same three production projects and Now Assist + AI Agent Studio project as the on‑campus track.

Timezones

IST & PST

Format

Live + 1:1 mentorship

Admissions

ENROLLING NOW

FAQ

Questions we actually get — answered honestly.

Straight answers on prerequisites, the platform, certifications, and placement. If something's missing, book a 20-minute advisor call — no slides, no pitch.

Do I need a CS background or prior ServiceNow experience?+

No on both counts. Roughly 40% of every class comes from non-CS streams — mechanical, electrical, BCom, BBA — and zero ServiceNow exposure is assumed. The opening modules cover the platform model, tables, and GlideScript from scratch. What you do need is consistency and regular practice.

Do I get a real ServiceNow developer instance to work on?+

Yes. Every learner provisions a free Personal Developer Instance (PDI) from the start and keeps it for the full program. Every lab, project, and the project are built on your own live tenant — not a sandbox simulator — so the artifacts you ship are demonstrable to recruiters.

Which ServiceNow modules and AI tools will I actually build with?+

Core: ITSM, Service Portal, IntegrationHub, Flow Designer. AI track: Now Assist (case summaries, work-note generation, code assist), AI Agent Studio for agentic flows, Predictive Intelligence for classification, and Virtual Agent for conversational intake.

Will I be ready for CSA, CIS, BPC and CPOA certifications?+

Yes. The curriculum is mapped to CSA, the Business Process Consulting (BPC) path, CIS-ITSM, and the Certified Platform Owner Associate (CPOA) — with the platform-ownership section built on the CPOP domains (strategy, governance, CoEI, value). Note ServiceNow now requires CIS-Data Foundations before CIS-ITSM; we cover that material in the platform and CMDB sections.

How is the learning workload structured?+

The program combines live mentor-led classes, guided labs, project work, and optional support sessions. An advisor can explain the current class format before enrolment.

Is placement support really 1:1, and which companies hire?+

Yes. Career support includes portfolio and profile preparation, interview practice, and role-fit introductions where available. Digital Edify does not guarantee an interview, offer, salary, employer, location, or timeline.

Online, weekend, or on-campus?+

All three. On-campus at the Hyderabad flagship, live online (IST and PST classes), and a weekend track for working professionals. Every format ships the same three projects and the same project — only the schedule changes.

What if I fall behind, or can't continue mid-class?+

Freeze your seat for up to 90 days and rejoin the next class — no extra fee. TAs run catch-up sessions every Saturday for learners needing additional support, and recordings of every live session are available for the lifetime of your account.

Still have a question? Talk to an advisor — no slides, no pitch.

One million AI‑native professionals by 2027.
Let's put you in that number.

Book a 20‑minute advisor call. We'll map your current role to the right program, talk honestly about timelines, and walk you through a real class's project.

ServiceNow Platform Owner & Business Analyst

What does a ServiceNow Platform Owner & Sr Business Analyst do?

The platform went AI-native.

Built for people moving into AI platform delivery.

Run the implementation — and govern its AI.

Seventeen modules. ServiceNow Platform Owner & Business Analyst

ServiceNow AI Platform & Enterprise Workflow Foundations

Instance, Navigation, Tables & Platform Data

Users, Groups, Roles, ACLs & Platform Security

ITIL, Workflow Discovery, Incident & Major Incident Operations

ITSM: Problem, Change, Request, Catalog, Knowledge & Continual Improvement

ServiceNow CSDM & CMDB

ServiceNow Enterprise Integrations

ServiceNow Testing & DevOps

ServiceNow AI: Now Assist, AI Agents & AI Control Tower

Customer Service Management (CSM)

ServiceNow Sales CRM

HR Service Delivery (HRSD)

IT Asset Management (ITAM)

IT Operations Management (ITOM)

Strategic Portfolio Management (SPM)

Governance, Risk & Compliance / Integrated Risk Management

Business Analysis & Platform Ownership in Practice

The analyst & consultant toolkit, one real engagement.

You don't watch videos. You run engagements.

ITSM implementation blueprint

AI use-case portfolio & Now Assist rollout

Backlog to go-live as Platform Owner

Your implementation engagement in a controlled project environment.

Taught by engineers who shipped agentic AI to production.

What ServiceNow employers say about Digital Edify grads.

An Agent‑Ready credential, not a participation trophy.

Roles this program prepares you for.

Your first ServiceNow offer isn't a lottery ticket. It's a built process.

A portfolio, not a graveyard.

Rewrite, don't proofread.

Where most opportunities actually live.

Hundreds of ServiceNow careers launched — here are eight.

Come chat with us — over coffee, or over Zoom.

Questions we actually get — answered honestly.

One million AI‑native professionals by 2027.Let's put you in that number.

Get Skilled

One million AI‑native professionals by 2027.
Let's put you in that number.