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This comprehensive ServiceNow training program is designed to equip participants with a deep understanding of the ServiceNow platform, enabling them to master its various modules and functionalities. Spanning ten months, this course offers a structured learning path that progresses from foundational concepts to advanced customization and development, ensuring participants gain the skills necessary to excel in ServiceNow administration, IT service management (ITSM), IT operations management (ITOM), customer service management (CSM), human resources (HR) service delivery, and more.
Learning Outcomes:
Months 1-2: Introduction to ServiceNow
- Gain a fundamental understanding of the ServiceNow platform, including its architecture, navigation, and key terminology.
- Develop proficiency in navigating the ServiceNow interface and understanding its core concepts.
- Learn the basics of IT service management (ITSM), including key processes such as Incident Management, Problem Management, and Change Management.
- Create and manage ITSM records, and utilize ITSM dashboards and reporting tools.
Months 3-4: Advanced ITSM and Introduction to ITOM
- Explore advanced ITSM concepts, including SLA management, service request management, and knowledge management.
- Understand the integration of ITSM with other modules, enhancing your ability to manage complex IT service environments.
- Get introduced to IT Operations Management (ITOM) with an overview of key modules such as Discovery, Service Mapping, and Event Management.
- Learn basic configuration and management techniques within ITOM.
Months 5-6: Customer Service Management (CSM) and Human Resources (HR)
- Delve into Customer Service Management (CSM), understanding core features like case management, solutions, and the knowledge base.
- Learn to manage and resolve customer cases effectively using CSM dashboards and reporting tools.
- Explore HR Service Delivery, gaining insights into HR cases, knowledge bases, and the Employee Service Center.
- Develop skills in managing HR requests and cases, utilizing HR dashboards for effective service delivery.
Months 7-8: Configuration Management Database (CMDB) and Service Catalog
- Understand the fundamentals of the Configuration Management Database (CMDB), including CI classes, relationships, and lifecycle management.
- Learn to create, manage, and visualize CMDB records, and generate comprehensive reports.
- Gain expertise in Service Catalog and Request Management, from creating and managing catalog items to implementing service requests and workflows.
- Develop proficiency in Service Catalog reporting and visualization.
Months 9-10: Development and Customization
- Dive into ServiceNow development, starting with basic scripting (Client Scripts, Business Rules) and advancing to complex tasks (Script Includes, GlideRecord).
- Customize and enhance ServiceNow applications through form and list customization, API creation, and integration using Flow Designer and IntegrationHub.
- Build custom applications and manage version control and deployment effectively.
- Prepare for the ServiceNow Certified System Administrator (CSA) exam with a comprehensive review of key topics, practice exams, and hands-on projects.
Final Review and Hands-On Projects:
- Apply your knowledge in hands-on projects that simulate real-world scenarios across ITSM, ITOM, CSM, HR, CMDB, and Service Catalog.
- Engage in a final Q&A session to clarify concepts and strategies.
- Access additional resources and study materials to reinforce your learning and ensure exam success.
By the end of this course, participants will be fully prepared to manage and customize the ServiceNow platform, as well as achieve certification, demonstrating their expertise in this leading IT service management tool.
Month 1-2: Introduction to ServiceNow
Week 1-4: Introduction to ServiceNow
• Overview of ServiceNow
• Navigating the ServiceNow Interface
• Understanding the ServiceNow Architecture
• Basic Terminology and Concepts
Week 5-8: IT Service Management (ITSM) Fundamentals
• Introduction to ITSM
• Key ITSM Processes: Incident Management, Problem Management, Change Management
• Creating and Managing Incidents, Problems, and Changes
• ITSM Dashboard and Reports
Month 3-4: Deeper into ITSM and Introduction to ITOM
Week 9-12: Advanced ITSM Concepts
• SLA Management
• Service Request Management
• Knowledge Management
• Integration with other ITSM modules
Week 13-16: Introduction to IT Operations Management (ITOM)
• Overview of ITOM
• Key ITOM Modules: Discovery, Service Mapping
• Introduction to Event Management
• Basic Configuration and Management in ITOM
Month 5-6: Customer Service Management (CSM) and Human Resources (HR)
Week 1720: Introduction to CSM
• Overview of CSM
• Key CSM Features: Cases, Solutions, Knowledge Base
• CSM Dashboard and Reporting
• Managing and Resolving Customer Cases
Week 21-24: Introduction to HR Service Delivery
• Overview of HR Service Delivery
• Key HR Features: HR Cases, HR Knowledge Base, Employee Service Center
• HR Dashboards and Reporting
• Managing HR Requests and Cases
Month 7-8: Configuration Management Database (CMDB) and Service Catalog
Week 25-28: Introduction to CMDB
• Overview of CMDB
• CI Classes and Relationships
• Managing CIs and CI Lifecycle
• CMDB Reporting and Visualization
Week 29-32: Service Catalog and Request Management
• Overview of Service Catalog
• Creating and Managing Catalog Items and Categories
• Implementing Service Requests and Workflows
• Service Catalog Reporting
Month 9-10: Development and Customization
Week 33-40: Introduction to Development on ServiceNow
• ServiceNow Development Overview
• Basic Scripting: Client Scripts, Business Rules
• Creating and Customizing Forms and Lists
• Introduction to Flow Designer and IntegrationHub
• Advanced Scripting: Script Includes, GlideRecord
• Building and Using APIs
• Creating Custom Applications
• Version Control and Deployment
CSA Certification Preparation
• Review of Key Topics and Exam Blueprint
• Practice Exams and Sample Questions
• Tips and Strategies for CSA Exam
Final Review and Hands-On Projects
• Hands-On Projects: Implementing ITSM, ITOM, CSM, HR, CMDB, and Service Catalog
Scenarios
• Final Q&A Session
• Additional Resources and Study Materials