SB
Spandana Bala
ServiceNow Developer
Hyderabad · India
Now at · Infosys
ServiceNow · CSA · CAD · CIS-aligned · Enrolling now
ServiceNow SPM
A career-focused, hands-on program: build ServiceNow platform and ITSM foundations, then specialise in demand, portfolio planning, investment, agile delivery and performance analytics with governed Now Assist and AI workflows.
100K+
alumni community
1,000+
hiring partners
4.8/5
avg class rating
12
partner centres
7
Digital Edify centres
Where our ServiceNow alumni work
Microsoft
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Deloitte
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TCS
Wipro
Capgemini
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HCL
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Direct answer
What is ServiceNow SPM?
A ServiceNow SPM designs, builds, and ships applications and AI-powered workflows on the Now Platform. Most development courses end at scripting and scoped apps. This program ends only when your code runs governed AI agents — custom skills, agentic workflows and integrations delivered through Git with tests and guardrails.
The complete delivery chain
Twelve links, one owner — end to end.
01DESIGN
- •Data model & scoped apps
- •Security & ACL design
- •API contracts
- •Agent & skill specs
02BUILD
- •Server & client scripting
- •UI Builder & ServiceNow IDE
- •REST & Integration Hub
- •AI Agent Studio
03SHIP
- •ATF tests & code review
- •Git & CI/CD delivery
- •Monitoring & guardrails
- •Adoption & value
What the developer owns
- •Shipping upgrade-safe, tested, reviewable code
- •Designing integrations that fail safely and log clearly
- •Building AI skills and agents that behave within guardrails
- •Escalating the moment risk exceeds authority
And remaining accountable for the integrity of the shipped outcome.
AI in ServiceNow · 2026
The platform went AI-native. Portfolio roles moved with it.
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: agentic-AI weighting in developer roles keeps rising — hands-on Now Assist and AI Agent Studio experience commands a premium over generalist ServiceNow work, and the differentiator is shipping agents with guardrails, tests and governance evidence.
Who should join
Built for people moving into AI platform delivery.
ServiceNow admins moving to dev
Web & JavaScript developers
Existing ServiceNow developers
Integration & platform engineers
Technical consultants
Engineers building AI agents
Prior experience: basic JavaScript helps, not required. The program builds web and scripting foundations before advanced platform development.
What you will be able to do
Build on the platform — and ship its AI safely.
Build scoped applicationsData models, forms and app logic — shipped upgrade-safe on the Now Platform.
Script server and clientBusiness Rules, Script Includes, GlideRecord, Client Scripts and GlideAjax.
Develop code-firstUI Builder components and workspaces with the ServiceNow IDE, TypeScript and Git.
Integrate anythingREST, GraphQL, Scripted REST APIs, OAuth 2.0 and Integration Hub spokes.
Build Now Assist skills & AI agentsCustom skills in Skill Kit; agents, tools and agentic workflows in AI Agent Studio.
Ship AI with guardrailsATF tests, Git-driven CI/CD, approvals, monitoring and safe promotion.
Course curriculum
Eleven sections. The AI-native ServiceNow & AI Agents stack.
01
ServiceNow Platform Administration
How modern apps work, how teams ship them with Agile, where compute & cloud
fit, and how AI plugs into the 2026 stack.
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
Setting up your Personal Developer Instance (PDI)
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
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)
Creating custom tables and fields
Import Sets for data integration
Update Sets for configuration migration
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
Client-side vs Server-side scripting
Configuration vs Customization
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
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
Understanding flows and workflows
Types of flows — User, Data, Process, Logic
Manual vs Digital workflows
Levels of automation — Basic, Process, Intelligent
Autonomous systems vs simple automation
ServiceNow Flow Designer
Playbooks and Workflow Studio
Real-world automation scenarios
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 and AI models (LLM, SLM)
Building and configuring AI agents
Real-world applications across IT, HR, Customer Service, Security
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)
Report governance and best practices
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
Application Repository for version control
App Engine and Studio
02
Web Development Foundations
Front-end fundamentals essential for ServiceNow developers working with
Service Portal, UI Builder, and modern client-side scripting.
Introduction to Web Development & Client-Server Architecture
HTML Document Structure & Semantic HTML5
Text, Links & Media Elements
Lists & Tables
Forms & Input Elements with Validation
Accessibility Best Practices
CSS Fundamentals & Selectors (Specificity)
Box Model, Typography & Colors
Layouts & Positioning
Flexbox for One-Dimensional Layouts
CSS Grid for Two-Dimensional Layouts
Responsive Design & Media Queries
Transitions & Animations
CSS Variables & Modern Features
JavaScript Basics & Integration with HTML
Variables (`let`, `const`) & Data Types
Operators (Arithmetic, Comparison, Logical)
Control Flow (`if/else`, `switch`)
Loops (`for`, `while`, `do-while`, `for…in`, `for…of`)
Functions (Declaration, Expression, Arrow Functions)
Scope & Hoisting
Advanced Functions (Arrow Functions, IIFE)
Callbacks & Higher-Order Functions
Closures & Function Scope
Recursion
Arrays — Creating, Accessing, Modifying
Mutating Methods (`push`, `pop`, `splice`, `sort`)
Non-Mutating Methods (`slice`, `concat`, `join`)
Array Iteration (`forEach`, `map`, `filter`, `reduce`, `find`, `some`, `every`)
Destructuring & Spread Operator
Objects & ES6+ Features
Objects — Creating, Accessing, Methods
Object Destructuring & Spread Operator
Object Methods (`keys`, `values`, `entries`, `assign`)
Template Literals & Multi-line Strings
Enhanced Object Literals
Computed Property Names
ES6+ String Methods
Symbols & Iterators
`let`, `const` & Block Scope
Asynchronous JavaScript
Synchronous vs Asynchronous JavaScript
Call Stack, Web APIs & Event Loop
Callbacks & Callback Hell
Promises (Creating, Chaining, Handling Errors)
Promise Methods (`all`, `race`, `allSettled`, `any`)
Async/Await Syntax
Error Handling with `try/catch`
Fetch API for HTTP Requests
Working with REST APIs
Local Storage & Session Storage
03
ServiceNow Scripting
Deep dive into platform scripting — from client-side form behavior to
server-side automation, GlideRecord queries, and reusable Script Includes.
What is platform scripting?
When and why to script (and when *not* to)
Where do scripts execute?
Application Scope
Condition Builder vs JavaScript
Client-side vs Server-side scripting overview
Mozilla Rhino JavaScript engine
ECMAScript 2021 (ES12) standards
Scoped vs Global applications
ServiceNow APIs overview
The Syntax Editor and Context-Sensitive Help
Client Script Types
onLoad Client Scripts — Form initialization and default values
onChange Client Scripts — Field-level validation and auto-population
onSubmit Client Scripts — Final validation and confirmation
onCellEdit Client Scripts — List view inline editing
Client-side APIs
`g_form` object methods
`g_user` object methods
`g_scratchpad` for client-server data passing
Best Practices
Reference field names (not labels)
Minimize server lookups for performance
Debugging Client Scripts — browser developer tools, console logging,
troubleshooting
What is a UI Policy? — Defining behavior and visibility of fields on a form
Mandatory, Visible, and Read-only states
UI Policy Configuration — Conditions, execution after Client Scripts,
Reverse-if-false
UI Policy Actions — Set field values, control field visibility, make fields
mandatory
Performance benefits — no scripting required, faster load times, easier
maintenance
When to use — baseline incident form examples, Priority field configuration
Business Rule Fundamentals
Server-side scripts that run on record operations
When to run — Insert, Update, Delete, Query
Business Rule Types
Before Business Rules — Data validation and field population
After Business Rules — Related record updates
Async Business Rules — Background processing without blocking
Display Business Rules — Query/display optimization
Query Business Rules — Filter records
Configuration & Best Practices
Business Rule Configuration — When to run, conditions, advanced scripting
The `current` and `previous` objects — accessing field values, comparing old vs
new,
`current.update()` and `setAbortAction()`
Business Rule triggers — complex conditions, evaluating previous values, IIFEs
Best practices — preventing recursive Business Rules, order of execution,
performance
Common GlideSystem Methods
`gs.log()` — Logging for debugging
`gs.addInfoMessage()` — User feedback messages
`gs.addErrorMessage()` — Error notifications
`gs.warn()` — Warning messages
User Information Methods
`gs.getUserID()` — Get current user ID
`gs.getUserName()` — Get current username
`gs.getUser()` — Get user object
Date and Time Methods
`gs.now()` — Current date/time
`gs.nowDateTime()` — Current datetime object
`gs.daysAgo()` — Calculate past dates
`gs.beginningOfLastMonth()` — Date calculations
Events in ServiceNow
`gs.eventQueue()` — Trigger events
Event-driven automation
Practical use of GlideSystem methods in Business Rules
GlideRecord Fundamentals
Server-side database queries
The four-step pattern — Create → Query → Loop → Process
CRUD Operations
Create — `initialize()` and `insert()`
Read — `query()` and `next()`
Update — `setValue()` and `update()`
Delete — `deleteRecord()` and `deleteMultiple()`
Query Building
`addQuery()` with operators (`=`, `!=`, `<`, `>`, `LIKE`, `IN`, etc.)
`addEncodedQuery()` for complex conditions
`addNullQuery()` and `addNotNullQuery()`
`orderBy()` and `orderByDesc()`
`setLimit()` for performance
Advanced GlideRecord
Dot-Walking — accessing reference field properties, multi-level dot-walking,
performance
`GlideRecordSecure` for ACL enforcement
`GlideAggregate` for reporting
`getRowCount()` vs `GlideAggregate`
Server lookup best practices — minimize server lookups, `g_scratchpad`,
`GlideAjax`, GlideRecord
performance impact
Script Include Overview
Runs server-side only
No default objects available
Data (parameters) passed from calling script
Must be called to run
Script Include Configuration
Name — Script Include name (no spaces/special characters)
API Name — Scope and script name
Glide AJAX enabled (Client callable)
Mobile callable
Sandbox enabled
Application scope
Accessible from (Global vs Scoped)
Active checkbox
Description
Script Include Types
Classless Script Includes — Simple reusable functions
Class-based Script Includes — OOP approach with `initialize()`
Client-callable Script Includes — GlideAjax integration
Calling Script Includes
From Business Rules
From other Script Includes
From Client Scripts via GlideAjax
From UI Actions
From Scheduled Jobs
GlideAjax Pattern
Creating client-callable Script Includes
Asynchronous server-side data retrieval
Callback functions and response handling
Passing parameters between client and server
Flow Designer Overview — parity with Workflow, natural language and low-code
approach
Core Concepts — Actions, Subflows, Triggers, Flow Variables
Scripting in Flow Designer — when to add custom scripts, script step
configuration, accessing flow
variables
Action and Subflow easy discovery
Error Handler — catching errors in flows, running actions/subflows on error, error
states
(Completed / Error caught / Error skipped)
Best practices — evaluating core actions before scripting, real-world use cases
04
ServiceNow UI Builder
Build modern, responsive workspaces and portals using the Now Experience
Framework, custom components, and state management patterns.
Introduction to UI Builder and modern web development
UI Builder vs Traditional Development (Service Portal, Classic UI)
Now Experience Framework (UXF) and component architecture
UI Builder Interface — Canvas, component panel, configuration
Preview modes (Desktop, Tablet, Mobile)
Pages, variants, and URL routing
Component Library — Layout, data display, input, navigation
Creating and configuring your first page
Component anatomy — properties, data bindings, events, styles
Working with Data Resources — Look Up, Create, Update, Delete, Aggregate
Query conditions, filtering, and optimization
Data Binding — syntax, expressions, one-way and two-way binding
Client State Management — creating, managing, and passing state
Data Brokers for server-side scripts
Dynamic Lists, Repeaters, and collections
Forms and Input Handling with validation
Conditional Rendering and role-based visibility
Performance optimization and caching strategies
Custom component architecture (HTML/JSX, JavaScript, CSS)
Creating components — structure, properties schema, JSX templates
Component Properties — types, validation, defaults
Component Events — dispatching, handlers, event-driven communication
Component Lifecycle hooks (mount, update, unmount)
State Management — component-level state and immutable patterns
Styling — component-scoped CSS and Now Design System
Working with Data — HTTP effects, API calls, error handling
Advanced Patterns — compound components, render props, HOCs
Testing — unit testing, rendering, event handling
State architecture levels — component, page, application, session
Complex state structures — objects, arrays, nested state
Computed properties and data transformation
Event handling — types, propagation, handler patterns
Form State Management — multi-step forms, validation, workflows
Async State — loading states, error handling, optimistic updates
Event Bus Pattern for cross-component messaging
URL State Management and deep linking
State Debugging with DevTools
Performance optimization — memoization, debouncing, throttling
Platform Integration — Agent Workspace, Employee Center
Flow Designer Integration and execution patterns
Service Catalog Integration — custom forms and workflows
REST API Integration — consuming and creating endpoints
Security & Access Control — RBAC, input validation, XSS prevention
Application Deployment — Dev → Test → Prod workflow, Update Sets
Version Control — Git integration and branch strategies
Performance Optimization — lazy loading, code splitting, caching
Accessibility (a11y) — WCAG compliance, keyboard navigation, ARIA
Testing Strategies — unit, integration, cross-browser testing
Monitoring & Analytics — performance, usage, error tracking
Best Practices — code organization, documentation, security
05
ServiceNow IDE
> A code-first development experience using VS Code, the ServiceNow CLI, and Git
— featuring a project-based learning path with the Safety Incident Management application.
>
What is ServiceNow IDE — code-first approach and modern development
Evolution — Platform UI → Studio → IDE
ServiceNow IDE vs Studio — comparison and use cases
IDE Architecture — VS Code, CLI tool, Git integration
IDE Development Workflow — Initialize → Develop → Build → Deploy → Test → Iterate
When to Use IDE vs Studio and hybrid approaches
Benefits for developers, teams, and organizations
IDE Limitations and infrastructure requirements
Getting started checklist and prerequisites
💡 Course Project — Safety Incident Management Application
Software Installation — VS Code, Git, ServiceNow CLI
VS Code Extensions — ServiceNow Extension Pack and productivity tools
Workspace Setup — structure, organization, configuration files
Instance Connection — Basic Auth, OAuth, multiple instances
Creating Your First Application — wizard, `package.json`, `tsconfig.json`
VS Code Configuration — snippets, IntelliSense, formatting, linting
Testing the Setup — verification, CLI, build, deployment
Application Folder Structure — directories, organization, build output
The `index.ts` File — entry point, table definitions, metadata
Defining Tables and Fields — syntax, field types, validation
Server-Side Code — business rules, script includes, API endpoints
Client-Side Code — client scripts, UI policies, form behaviors
Using Third-Party Libraries — npm packages, type definitions
Metadata Explorer — browsing, pulling records, converting UI to code
Application Development Workflow — Design → Develop → Build → Deploy → Test →
Iterate
Building the Safety Incident Application — requirements, data model, business
rules
Implementing script includes and client scripts
Building and Deploying — compilation, transpilation, deployment
Testing in Instance — verification, validation, integration testing
Debugging Techniques — VS Code debugging, breakpoints, troubleshooting
Syncing Changes — bidirectional sync, conflict resolution
Working with UI Components and Service Portal
Testing Strategies — Jest, integration, mock data, automation
Performance Optimization and profiling
Documentation — standards, README, API docs
Git Version Control — why Git, Update Sets limitations, workflows
Initializing Git Repository — `.gitignore`, commits, remote setup
Branch Strategy — GitFlow, main/develop branches, feature branches
Sync Capability — instance to IDE, metadata sync, conflict resolution
Converting Existing Applications — assessment, migration, refactoring
Multi-Instance Deployment — Dev → Test → Prod workflows
CI/CD — pipeline architecture, GitHub Actions, automation, quality gates
Metadata Explorer — advanced operations, bulk operations
Rollback and Recovery — Git strategies, versioning, disaster recovery
Best Practices — deployment checklists, verification, security
06
ServiceNow Testing
A comprehensive testing track covering the Automated Test Framework (ATF),
AI-powered test generation with Now Assist, performance testing, CI/CD integration, and User
Acceptance Testing.
Overview of ServiceNow architecture and instances
Key modules — ITSM and platform applications
Understanding the Now Platform and metadata-driven architecture
ServiceNow release cycles
ROI of automated testing — 90% reduction in testing effort
Unit Testing — Testing individual components (scripts, business rules)
Functional Testing — Validating business logic and workflows
Integration Testing — Verifying interactions between modules and external
systems
Regression Testing — Ensuring existing features work after changes
Performance Testing — Assessing speed and reliability under load
Security Testing — Identifying vulnerabilities and data protection
User Acceptance Testing (UAT) — Business validation of requirements
🆕 Agentic AI Testing — Testing AI agents and autonomous workflows
ATF Overview
What is ATF and its evolution (introduced in Istanbul release)
ATF architecture and components
Benefits — 90% reduction in testing effort
ATF Building Blocks
Test Suites — Containers grouping related test cases
Test Cases — Individual scenarios with sequences of steps
Test Steps — Building blocks (Open Form, Set Field Values, Click Button)
Test Templates — Predefined step lists for common scenarios
Test Data — Parameterized data sets for multiple test runs
🆕 Reusable Tests — Modular test components (NEW in Yokohama)
Test Step Library
Pre-built test step library — Form field validation, button clicks, navigation,
UI element validation, record operations
Server-side test steps — Business rules, script includes, workflows
Client-side test steps — UI policies, client scripts, form interactions
API test steps — REST/SOAP endpoint validation
Declarative Action test steps — Visibility and click actions
Introduction to Reusable Tests feature
Benefits — DRY principle, reduced duplication, improved consistency
JavaScript coding in ATF
Script includes for test logic
Best practices for maintainability
Workflows and Flow Designer — Approval chains, task routing
Service Catalog — Catalog items, variables, order guides
SLAs — Start, pause, stop conditions testing
Notifications and Emails — Verifying email triggers
Business Rules — Server-side script validation
Client Scripts and UI Policies — Form behavior testing
Recording test steps through UI interaction
Handling workspace URLs and navigation
Testing Agent Workspace and Service Operations Workspace
Overview of Generative AI in ServiceNow testing
Now Assist for Test Creation feature
Benefits — Reduced test creation time, accessibility for non-technical users
Generating ATF tests from natural language prompts
Writing effective test descriptions
AI-powered test step prediction
Self-healing test scripts
Predictive test coverage analysis
Autonomous testing capabilities
AI agents for test maintenance
Understanding AI Agent Studio (Yokohama Release)
AI Agent Orchestrator for managing multiple agents
Types of AI agents — ITSM, CSM, HR, SecOps
Pre-built vs custom AI agents
Validating AI agent behavior and responses
Testing agentic workflows and decision-making
Verifying AI agent tool integrations
Optimize knowledge base data for AI Search
Monitor performance with analytics dashboards
Testing supervised vs autonomous execution modes
Introduction to Performance Profiling feature
Setting up performance tests
Warmup runs and sequential execution
Cloud Runner for consistent baseline results
Analyzing performance metrics
Performance comparisons across releases
Gatling — Scalable load testing framework
BlazeMeter — Cloud-based performance testing
Tricentis NeoLoad — ServiceNow-specific performance testing
Identifying real-world user scenarios
REST API Explorer for testing
Validating endpoints, authentication, and payloads
Testing data exchange and integrity
Automating API tests with ATF
Inbound and outbound integrations
Testing transform maps and import sets
Third-party system integrations
MID Server connectivity validation
Error handling and retry mechanisms
Understanding CI/CD in ServiceNow context
App Engine Studio and scoped applications
🆕 ServiceNow Studio enhancements (Zurich)
GitHub Actions for ATF (`sncicd-tests-run`)
Automated test triggers on code commits
Introduction to Build Agents for external CI/CD
Automated build, test, and deployment workflows
Replacing manual update set exports
Best practices for Build Agent implementation
Deployment pipeline automation
Pipeline visibility and traceability
Bi-annual release cycles (Q1 and Q3)
Recent releases — Xanadu → Yokohama → Zurich
Types of changes — API updates, schema changes, UI modifications
Cloning production to sub-production environment
Instance backup and rollback strategies
Running regression test suite
Go/No-Go decision criteria
Defining UAT scope and objectives
Creating test scenarios from business requirements
Identifying test personas and roles
Building test plans and scripts
Preparing testers and communication
Capturing test evidence (screenshots, documentation)
Pass/Fail criteria and actual results
Defect management and resolution
Business sign-off and acceptance
07
ServiceNow Integrations
Master inbound and outbound integrations using REST, GraphQL, Integration Hub,
and pre-built Spokes for popular enterprise systems.
What is Integration?
Integration types — Inbound, Outbound, and Bidirectional
Integration components — Endpoints, Payloads, Headers, Authentication
Data formats — JSON, XML, CSV
Integration methods in ServiceNow
Step-by-step integration process
Real-world use cases and best practices
Key terminology and glossary
REST architecture principles
HTTP methods — GET, POST, PUT, PATCH, DELETE
REST components — Endpoints, Headers, Body, Status Codes
Authentication methods — Basic Auth, OAuth 2.0, API Keys
Request/Response lifecycle
Error handling and retry logic
Rate limiting and performance optimization
Testing with Postman and REST API Explorer
Real-world integration scenarios
ServiceNow Table API
ServiceNow Import Set API
ServiceNow Aggregate API
Scripted REST APIs
Real-world use cases — employee onboarding automation, IT support ticket
automation, meeting room
booking systems, emergency response integration, executive dashboards, mobile app integrations
Performance optimization techniques
Security considerations
What is GraphQL and why use it?
GraphQL vs REST comparison
GraphQL components — Schema, Query, Resolver
Queries, Mutations, and Subscriptions
GraphQL in ServiceNow
GraphiQL Explorer tool
Real-time data with subscriptions
Performance benefits and use cases
Building dashboards with GraphQL
Mobile app optimization
Integration Hub architecture
Flow Designer fundamentals
Understanding Spokes and Actions
Pre-built spokes — Microsoft Teams, Slack, JIRA, AWS, Azure, Salesforce
Connection and credential management
Creating custom actions
Error handling in flows
Monitoring and troubleshooting
Real-world automation scenarios
08
ServiceNow ITSM Implementation
nd-to-end ITSM implementation covering CMDB, CSDM, the core ITIL processes
(Incident, Problem, Change, Knowledge, Service Catalog), and go-live readiness — with hands-on labs
throughout.
ServiceNow ITSM Platform Introduction
ITIL 4 Best Practices Alignment
Implementation Methodology & Phases
Workshop-Driven Approach (Roadmap, Process, Technical, Requirements)
Stakeholder Management & Change Management
Success Metrics & KPIs
🧪 Lab 1.1 — Setting up your ITSM implementation project plan
CMDB Fundamentals — Why it’s your single source of truth
CI Classes and Configuration Items
Relationships and Dependency Mapping
Discovery and Service Mapping
CMDB Health and Data Quality
Integration with ITSM Processes
CI Class hierarchy and structure
Automated Discovery configuration
Visual Service Maps creation
Impact analysis capabilities
CMDB audit and compliance
🧪 Lab 1.2 — Building and populating your CMDB structure
🧪 Lab 1.3 — Creating CI relationships and service maps
CSDM Framework and 5 Data Domains
Service Hierarchy — Business → Application → Technical → Infrastructure
34 ITIL Practices alignment
CSDM Maturity Model (Foundation → Crawl → Walk → Run → Fly)
Implementing CSDM with CMDB
Business Capability mapping
Business Application vs Application Service
Service modeling best practices
Foundation data requirements
🧪 Lab 1.4 — Designing a CSDM-compliant service structure
🧪 Lab 1.5 — Mapping business services to technical infrastructure
Service Portfolio vs Service Catalog
Service Lifecycle Management
Service Offerings and Tiers
Cost Management and Pricing
Digital Portfolio Management
Creating business and technical services
Service Builder configuration
Performance tracking and KPIs
Integration with Service Catalog
🧪 Lab 2.1 — Building a complete service portfolio
🧪 Lab 2.2 — Configuring service offerings and tiers
Complete Incident Lifecycle
Multi-channel incident creation
Intelligent Assignment and Routing
Priority Matrix configuration
Major Incident Management
AI-Powered capabilities (Now Assist)
Assignment rules and groups
SLA definitions and workflows
VIP user handling
Incident categorization
Resolution workflows
Integration with Knowledge Management
🧪 Lab 2.3 — Configuring incident management workflows
🧪 Lab 2.4 — Setting up assignment rules and SLAs
🧪 Lab 2.5 — Major incident process implementation
Reactive vs Proactive Problem Management
Root Cause Analysis techniques
Known Error Database (KEDB)
Problem Workflow configuration
Integration with Incident Management
Problem identification from incident trends
Problem states and lifecycle
Workaround documentation
Root cause analysis tools
Problem task management
🧪 Lab 2.6 — Implementing problem management workflows
🧪 Lab 2.7 — Creating known errors and linking incidents
Multimodal Change Framework
Normal, Standard, and Emergency Changes
Risk Assessment configuration
Change Advisory Board (CAB) setup
Approval Policies and Workflows
Conflict Detection
Change models configuration
Risk conditions and calculations
CAB Workbench setup
Approval engine configuration
Change calendar and blackout periods
Integration with CMDB for impact analysis
🧪 Lab 3.1 — Configuring change management processes
🧪 Lab 3.2 — Setting up CAB workflows and meetings
🧪 Lab 3.3 — Creating standard change templates
🧪 Lab 3.4 — Implementing approval policies
Knowledge Base architecture
Article types and templates
Lifecycle Management (Creation → Review → Publication → Retirement)
Search optimization
Integration with Incident/Problem/Service Catalog
Knowledge base structure
Approval workflows
Article feedback and ratings
Multi-language support
Knowledge analytics
🧪 Lab 3.5 — Setting up knowledge bases
🧪 Lab 3.6 — Creating article templates and workflows
🧪 Lab 3.7 — Configuring knowledge for incident deflection
Service Catalog structure
Catalog Items vs Order Guides
Request Fulfillment workflows
Approval routing
Portal customization
Catalog Builder
Variable sets and variables
Workflow configuration
Shopping cart functionality
Request fulfillment automation
🧪 Lab 3.8 — Building catalog items and categories
🧪 Lab 3.9 — Creating order guides for onboarding
Integration Hub overview
Email integration for incident/request creation
Third-party tool integrations
Flow Designer for automation
IntegrationHub spokes
Inbound email configuration
REST API integrations
Common integrations (Active Directory, monitoring tools)
Automation best practices
🧪 Lab 4.1 — Configuring email integration for incidents
🧪 Lab 4.2 — Creating automated workflows with Flow Designer
ITSM Dashboards and Reports
Performance Analytics
Key Performance Indicators (KPIs)
Executive scorecards
Custom report creation
Pre-built ITSM dashboards
Report Builder
Scheduled reports
Data visualization
Metric definitions
🧪 Lab 4.3 — Creating ITSM performance dashboards
🧪 Lab 4.4 — Building custom reports for stakeholders
Configuration vs Customization
Update set management
Testing strategies (UAT)
Data migration approaches
Training and communication plans
Phased rollout strategies
Hypercare support planning
Common implementation pitfalls
Platform upgrades and compatibility
Security and access control
Performance optimization
Change management for go-live
🧪 Lab 4.5 — Creating a go-live checklist and plan
Comprehensive Implementation Scenario
Work through a complete ITSM implementation project
Apply workshop methodology
Requirements gathering exercise
Design and configuration decisions
Stakeholder presentations
🧪 Group Exercise — Teams work on implementing ITSM for a fictional company
🎤 Presentation — Each team presents their implementation approach
09
AI Development on the Now Platform
Build, secure and operate generative and agentic AI — Now Assist skills, AI Agent
Studio agents, guardrails, Workflow Data Fabric context and AI Control Tower governance.
From workflow platform to AI platform — the 2026 landscape
Predictive AI, generative AI and agentic AI on the Now Platform
Otto, Now Assist, AI Agent Studio, AI Control Tower and where each fits
AI licensing model — bundled tiers and Assist unit consumption
Shared responsibility: developer, admin, AI steward and platform owner
Now Assist architecture, skills and eligible applications
Activating and configuring skills through AI Admin Hub
Now Assist for Creator — code generation, flow generation and app scaffolding
Deployment channels — Now Assist panel, Virtual Agent, flows and UI actions
Testing and validating skills on representative records
Prompt anatomy — instructions, inputs, context, constraints, output format
Creating, cloning and testing custom skills
Model selection and provider support (Gemini, Claude, Azure OpenAI)
Skill roles — authoring, publishing and activation separation
Evaluating output quality: groundedness, correctness and relevance
AI agent, tool, trigger and agentic-workflow concepts
Creating and configuring agents in AI Agent Studio
Platform tools, AI actions, flows, scripts and knowledge as tools
AI Agent Orchestrator and multi-agent collaboration
Use-case selection — where agents beat deterministic automation
Designing multi-step agentic workflows with human checkpoints
Human-in-the-loop and human-on-the-loop patterns
Deterministic, probabilistic and hybrid workflow design
Exposing approved flows and script includes as governed tools
Rollback, idempotency and prevention of runaway triggers
User identities, invocation access and role masking for agents
AI Guardian and prompt-injection protection
Least-privilege tool access and approval design
Negative testing and red-team scenarios
Logging, traceability and evidence for AI-assisted actions
Workflow Data Fabric — connected, contextualized, governed data
Zero-copy integration with Snowflake, BigQuery and enterprise sources
Grounding and retrieval quality for agent decisions
MCP and Action Fabric — external agents triggering governed actions
Agent-to-agent collaboration across platform boundaries
AI asset inventory — models, prompts, skills, agents and workflows
Risk classification, controls, approvals and lifecycle states
Monitoring usage, quality, consumption and behavior
Incident response for unsafe or runaway AI behavior
Promotion, versioning, rollback and decommissioning
10
SPM Foundations, Strategy & Demand
Connect strategy, demand, investment and capacity so leaders can make evidence-based portfolio decisions.
Strategy-to-outcome operating model
SPM product map — demand, portfolio, project, agile, resource
Goals, targets and strategic alignment
Portfolio governance and decision rights
How SPM connects to ITSM, CMDB and financials
Idea capture and evaluation
Demand intake, categories and screening
Demand assessment — value, risk, cost, confidence
Scoring models and prioritisation
Converting demand to project, enhancement or story
Portfolios, programs and investment structure
Funding models and capacity concepts
Scenario planning and trade-off analysis
Portfolio prioritisation under constraints
Investment dashboards for executives
Roadmap planning and timeline views
Dependencies and cross-portfolio conflicts
Business case and value hypothesis
Stage gates and portfolio review cadence
Communicating the plan to stakeholders
Resource plans, roles and allocations
Capacity vs committed demand
Utilisation and availability reporting
Balancing project and operational work
Resource negotiation workflows
11
Delivery, Value Realisation & AI in SPM
Run project and agile delivery on the platform and govern AI initiatives as portfolio investments.
Project workspace, phases, tasks and milestones
Planning console and scheduling
Risks, issues, decisions and status reporting
Program rollup and portfolio health
Financials — planned vs actual cost
Agile 2.0 — epics, stories, sprints and backlogs
Scrum and kanban boards
Hybrid delivery — waterfall + agile
Team velocity and burndown reporting
Connecting stories to demand and strategy
Benefit plans and value metrics
Benefit attribution and measurement cadence
Stop/pivot decisions and value reviews
Outcome dashboards for sponsors
Continuous planning vs annual planning
AI-initiative inventory and AI Control Tower connection
Data-readiness evidence for AI proposals
Risk-weighted prioritisation of AI investments
Governance gates for agentic-AI initiatives
Measuring AI initiative value honestly
Portfolio containing ITSM, CSM, HRSD and agentic-AI initiatives
Fixed capacity, risk and value constraints
Scenario decision — fund, sequence, constrain, defer or stop
Executive portfolio briefing
Assessed outcome: defend the decision under changing strategy, capacity and risk
Tools you'll master
25+ ServiceNow & AI tools, one production project.
Real-time projects
You don't watch videos. You ship software.
Three full-production projects, each threaded through the entire curriculum. By the project, you've built the whole stack around them.
Hero project
ITSM agent on Now Assist
Build an end-to-end Service Desk on ITSM — Virtual Agent intake, Flow Designer routing, and a Now Assist co-pilot that summarises incidents, suggests resolutions, and writes work notes for agents.
01Live ITSM tenant with incident, request & problem workflows wired through Flow Designer.
02Virtual Agent topic that intakes from the portal & Slack and routes to the right assignment group.
03Now Assist co-pilot that summarises incidents, drafts customer updates, and auto-fills work notes.
04AI Agent Studio agent that closes recurring L1 tickets — password resets, access requests — with zero human touch.
Outcome: ~55% L1 deflection
Avg. resolution: −42%
Reviewer: Elite Partner panel
ITSMNow AssistVirtual AgentFlow
DesignerAI Agent Studio
Enterprise
Scoped app with enterprise integrations
Design and ship a scoped application end to end — custom tables and security model, Scripted REST APIs with OAuth 2.0, and IntegrationHub flows into Teams and an external HR system.
Scoped AppScripted RESTIntegrationHubGlideScript
Real-time
Code-first workspace, shipped via Git
Build a custom Agent Workspace in UI Builder with the ServiceNow IDE — custom components, data brokers and ATF test suites — delivered through a Git-driven CI/CD pipeline instead of manual update sets.
UI BuilderServiceNow IDEATFGit CI/CD
Project
Your AI ServiceNow agent in a controlled project environment.
Pick a real partner workflow. Deploy a production agent into a ServiceNow tenant — Now Assist + AI Agent Studio — that handles tickets, drafts updates, and accelerates resolution.
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.
MK
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.
RK
Ravi Krishna
Chief Technologist, Digital Edify · DevOps & Delivery Lead
DevOps · CI/CD · Git · ATF · CMDB · ReleaseOps
"Delivery is where ServiceNow development gets real — Git pipelines instead of
manual update sets, ATF suites that catch regressions before users do, and Now Assist wired into the
workflows engineers actually ship. That's what I teach."
10 yrs
DEVOPS & DELIVERY
1,800+
LEARNERS
4.8 /5
RATING
Ravi is Chief Technologist at Digital Edify, where he leads the DevOps and delivery-engineering practice. After 8 years building and running production DevOps pipelines, he stepped into the Chief Technologist seat to wire Git-driven delivery, Now Assist, and automated testing into the way ServiceNow teams actually ship — CMDB that stays accurate through change windows, pipelines that catch regressions before humans do, and release processes that on-call engineers don't fight with.
His delivery modules are built from real release post-mortems, not slide decks. Expect to leave with working Git + CI/CD pipelines, ATF test suites, ReleaseOps practices, and a CMDB you can stake an SLA on. Ten years at Digital Edify, eight of them shipping DevOps in production — Hyderabad-based, hands-on, and known for the unglamorous parts of ServiceNow that everyone else skips.
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 + CAD prep is rigorous, and the project deployment on a real PDI 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 the successful design, build, and production deployment of an AI agent on the
ServiceNow Now Assist + AI Agent Studio platform, evaluated against the 2026 Agent‑Ready rubric and
CSA / CAD competencies.
Manikanta Kona
CEO · Digital Edify
AGENT
READY
2026
READY
2026
01
Industry‑recognized
Co‑branded with the ServiceNow Elite Partner ecosystem and mapped to CSA, CAD and CIS —
names that hiring managers already scan for on resumes.
02
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.
03
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.
04
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 Developer
Build scoped applications, scripting and platform automation.
ServiceNow SPM
Ship Now Assist skills, AI agents and agentic workflows in production.
ServiceNow Senior / Lead Developer
Own delivery standards, code review and upgrade-safe architecture.
UI Builder / Now Experience Developer
Build custom components and workspaces code-first with the IDE.
ServiceNow Integration Developer
Design REST, GraphQL and Integration Hub connections that fail safely.
AI Agent Developer (ServiceNow)
Create agents, tools and guardrails in AI Agent Studio.
ServiceNow Technical Consultant
Translate requirements into governed, tested platform solutions.
CAD-Certified Application Developer
Deliver certified custom applications across the enterprise.
Platform DevOps Engineer
Run Git-driven CI/CD, ATF testing and release automation.
ServiceNow Architect (career path)
Grow toward solution and technical architecture roles.
What employers should see in your portfolio: that you can take a requirement from design to shipped outcome — model the data, secure it, build and integrate, test normal and unsafe paths, deliver through Git, and keep AI behavior inside guardrails.
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 / GITHUB PROFILE
A portfolio, not a graveyard.
Guidance on building a GitHub that showcases your Update Sets, Now Assist + AI Agent Studio project, Flow Designer flows, and a working PDI link — 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.
NV
Naveen Vedala
ITSM Consultant
Hyderabad · India
Now at · TCS
TA
Tejashwini Addla
HRSD Specialist
Hyderabad · India
Now at · Deloitte
TD
Tharunesh Dillikar
ServiceNow Architect
Seattle · United States
Now at · ServiceNow
MM
Mujahed Mohammed
Lead ServiceNow Engineer
Hyderabad · India
Now at · Accenture
BK
Bhargav Kumar Murala
Now Assist Developer
Hyderabad · India
Now at · Capgemini
SL
Sai Manasa Leburi
ITOM Engineer
New York · United States
Now at · NTT Data
RD
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, CAD and CIS certifications?
Yes. The curriculum is mapped to CSA (Certified System Administrator) and CAD (Certified Application Developer); enterprise-track learners also prep for CIS-ITSM or CIS-HR. We run two full mock exams and reimburse the voucher fee on first-attempt pass.
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.
