| S. No | Module Title | Topics Covered |
|---|---|---|
| 1 | Introduction to ServiceNow |
- What is ServiceNow - Why and who can use ServiceNow - Concept of Cloud Computing in ServiceNow - Navigation and users - Helpful portals and releases - Forms, Lists, and Tables |
| 2 | ITIL Overview on ServiceNow |
- ITIL Concepts - ITIL Processes in ServiceNow |
| 3 | Configuring Users and Groups |
- Groups - Roles - Users |
| 4 | Basic Forms and List Modification |
- Personalizing Forms and Lists - Introduction to Fields - Plugins - Clearing ServiceNow cache - Removing paperclip from incident/problem/change |
| 5 | Applications and Modules – Overview |
- Modifying Menu Categories - Creating Application Menus and Modules - Module Link Types - Update Sets (Create, Select, Navigate, Merge) |
| 6 | Service Level Management (SLM) |
- SLA Components and Definition - SLA vs OLA vs Underpinning Contracts - Task SLA (Stages, Time-based fields) - SLA Workflow and Conditions - Installing SLA Plugins - Using Retro-Restart option |
| 7 | Access Control Rules (ACL) | - Creating and managing ACLs for security |
| 8 | Service Catalog |
- Introduction to Items and Categories - Record Producers - Variables and Variable Sets - Creating Workflows - Associating Workflows to Items |
| 9 | Workflows | - Using Workflows effectively in Service Catalog and SLA |
| 10 | Scheduled Jobs and Imports |
- Data Imports - Creating and defining Transform Maps - Creating Transform Scripts |
| 11 | UI Policies, Scripts, and Actions |
- Overview of UI Policies and Client Scripts - On Load Check Box - View-Specific UI Policies - Data Policies - Service Catalog UI Policies - UI15 vs UI16 - Instance Branding - Creating Custom Homepage |
| 12 | User Administration and Security |
- Groups and Roles - Email Notifications - User Preferences - ACLs and Security Rules |
| 13 | Knowledge Management |
- Creating Knowledge Articles - Selecting Article Categories |
| 14 | Understanding Data and Relationships |
- One-to-Many, Many-to-Many, One-to-One Relationships - Custom Relationships - Database Table Inheritance |
| 15 | Service Portal |
- Introduction to Service Portal - Widgets and Components - Building and Customizing Service Portals |
| 16 | Scripting in ServiceNow |
- Client Scripts (onLoad, onChange, onSubmit) - Server Scripts - GlideForm & GlideRecord - Script Includes |
| 17 | Flow Designer |
- Introduction - Creating Flows - Triggers and Actions - Integration with Workflows |
| 18 | IntegrationHub |
- REST and SOAP Integration - Spokes - Using Outbound REST and Scripted REST APIs |
| 19 | App Engine Studio (AES) |
- Building Applications - Data Modeling - Experience and Process Design |
| 20 | Performance Analytics |
- KPIs and Dashboards - Widgets and Scorecards |
| 21 | Automated Test Framework (ATF) |
- Creating and Running Tests - Validating Changes |
| 22 | Integrations |
- Overview of ServiceNow integration options - Inbound and Outbound Integrations - REST, SOAP, JDBC, LDAP Integrations - MID Server configuration for secure data exchange - API Authentication methods: OAuth, Basic Auth, Mutual TLS - Real-time integration monitoring and error handling |