ServiceNow Advanced Course Curriculum Certification Training Course Overview

The ServiceNow Advanced Course Curriculum training and certification course introduces you to ServiceNow which is a cloud based IT Service Management tool progressing under ITSM and IT Governance. Organisations across the world have started implementing ServiceNow as it enables them to maintain a structure of record for Enterprise IT, reduce operational costs and improve the efficiency. ServiceNow also provides us the ability to develop custom applications as per the customer demands.

ServiceNow Advanced Course Curriculum (40 Hours) Download Course Contents

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Course Modules

Module 1: Introduction to ITIL
  • Introduction to ITSM
  • Incident Management
  • Problem Management and change management
  • Service Request Management
  • Configuration Management Database
  • SLA’s and OLA’s
Module 2: Introduction to Service-Now
  • Tool Introduction
  • Current Competitors
  • Releases, User Licenses
  • Using Wiki and Community
Module 3: Basic administration
  • Customizing Home Pages
  • Form Layouts and list layouts
  • Adding Users to Groups
  • Granting Roles to Users
  • Introducing Applications and Modules
  • Creation of tables and Modules
  • reating tickets and raising Requests
  • Creating SLA’s
  • Performance Metrics
Module 4: Advanced Administration
  • UI Policies
  • Notifications
  • Dictionary Entries and Overrides
  • Data Policies
  • List Control and Calculations
  • Exporting the Data from Service-Now
  • Update sets imports and Exports
  • Scheduling Jobs
Module 5: Scripting
  • Business Rules
  • Client Scripts
  • UI Actions,
  • Script Includes
  • Jelly Scripting
Module 6: Reporting
  • Bar Charts
  • Pie Charts
  • List Reports
  • Pivot Tables
  • using scripting in Reporting
  • Scheduling Reports
  • Making Gauges
Module 7: Cloning and upgrades
  • Need for cloning and ways to implement
  • Upgrading the instance for new Release
Module 8: Configuration management
  • Classes in CMDB
  • Mapping Configuration Item to Asset Records
  • Loading the CI’s into Service-Now
  • Relating Configuration items
Module 9: Import sets
  • Loading Data of different Formats
  • Using Data Sources
  • Using Transform Maps and Transform scripts
Module 10: Service catalog
  • Creating Catalog Items using Variables and Variable sets
  • Creating Record Producers
  • Design the flow using Workflow
  • Creating Execution Plans
  • Writing Catalog Client Scripts and Catalog UI Policies
Module 11: Workflows
  • Creating Workflows on different tables
  • Approvals using workflows
  • Using Different Activities in workflows
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Course Prerequisites
  • Basic Computer Knowledge.

Upon Completion of this Course, you will accomplish following:

  • Introduction to ITIL
  • Introduction to Service-Now
  • Basic administration
  • Advanced Administration
  • Scripting
  • Reporting
  • Cloning and upgrades
  • Configuration management
  • Import sets
  • Service catalog
  • Workflows


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