ServiceNow

Introduction to ServiceNow

Gain a comprehensive understanding of ServiceNow, its features, and its significance in modern IT service management (ITSM). Learn about the evolution of ServiceNow as a leading cloud-based platform for ITSM, IT operations management (ITOM), and IT business management (ITBM). Explore the core components of the ServiceNow platform, including ServiceNow IT Service Management (ITSM), ServiceNow IT Operations Management (ITOM), and ServiceNow IT Business Management (ITBM). Understand the benefits of adopting ServiceNow for streamlining IT processes, improving service delivery, and enhancing customer satisfaction.

Getting Started with ServiceNow

Learn the basics of ServiceNow platform, starting with creating and setting up a ServiceNow instance. This section covers an overview of the ServiceNow interface, including navigation, modules, and key features. Understand the ServiceNow data model, including tables, fields, and relationships. Get hands-on experience with ServiceNow basics by configuring users, roles, and groups, and setting up basic security settings. Explore the ServiceNow Store, a marketplace for ServiceNow applications and integrations, to extend the functionality of your ServiceNow instance. Discuss the importance of maintaining data integrity and best practices for data management in ServiceNow.

ServiceNow Administration

Delve into the administrative aspects of ServiceNow, including user management, security settings, and configuration management. Learn how to create and manage users, roles, and groups, and understand the role-based access control (RBAC) model in ServiceNow. This section covers the setup of access controls, including roles, permissions, and ACLs. Practical exercises will involve configuring security settings, creating and managing service catalogs, and defining service level agreements (SLAs). Discuss the importance of change management and release management in ServiceNow, and explore best practices for implementing and maintaining configuration management databases (CMDBs).

ServiceNow Development

Explore the development capabilities of ServiceNow, including the ServiceNow Studio IDE and scripting languages like JavaScript and GlideScript. Learn how to customize ServiceNow applications using client scripts, business rules, and UI policies. This section covers the use of ServiceNow APIs for integrating with external systems and automating processes. Hands-on exercises will involve creating custom applications, modules, and workflows to address specific business requirements. Discuss best practices for ServiceNow development, including version control, code reviews, and testing methodologies. Gain insights into advanced development topics, such as ServiceNow Performance Analytics and ServiceNow IntegrationHub, to extend the capabilities of your ServiceNow instance.

ServiceNow Integration

Explore the integration capabilities of ServiceNow, including REST and SOAP APIs, MID Server, and IntegrationHub. Learn how to integrate ServiceNow with other systems, such as third-party applications and legacy systems, using web services and connectors. This section covers the use of IntegrationHub spokes for connecting to popular cloud services and applications. Hands-on exercises will involve setting up integrations between ServiceNow and external systems to automate data exchange and streamline business processes. Discuss best practices for designing secure and reliable integrations, including authentication mechanisms and error handling strategies. Learn about ServiceNow IntegrationHub Marketplace and available connectors for rapid integration development.

ServiceNow IT Service Management (ITSM)

Gain an understanding of ServiceNow ITSM, including incident management, problem management, change management, and service catalog management. Learn how to configure and customize ITSM processes to align with ITIL best practices and organizational requirements. This section covers the setup of incident, problem, and change management workflows, including assignment rules, notifications, and approvals. Hands-on exercises will involve configuring incident response SLAs, implementing problem management root cause analysis, and managing change requests through the ServiceNow Change Calendar. Discuss strategies for improving service quality and efficiency through effective ITSM processes and automation.

ServiceNow IT Operations Management (ITOM)

Explore the capabilities of ServiceNow ITOM for managing IT infrastructure and operations. Learn how to discover, monitor, and optimize IT resources using ServiceNow Discovery, ServiceNow Service Mapping, and ServiceNow Event Management. This section covers the setup of discovery probes, sensors, and patterns for identifying and mapping configuration items (CIs) in your IT environment. Hands-on exercises will involve configuring event rules, alert notifications, and automated remediation workflows to proactively manage IT incidents and outages. Discuss the benefits of integrating ITOM with other ServiceNow modules, such as ITSM and CMDB, to provide a unified view of IT services and dependencies.

ServiceNow Performance Analytics

Learn how to leverage ServiceNow Performance Analytics for gaining insights into IT performance and service delivery. Understand the key concepts of Performance Analytics, including indicators, breakdowns, and scorecards. This section covers the setup of performance analytics dashboards and reports to track key performance indicators (KPIs) and monitor service levels. Hands-on exercises will involve creating performance analytics indicators, defining targets and thresholds, and analyzing trends and patterns in IT data. Discuss strategies for using performance analytics to drive continuous improvement and optimize IT processes and resources. Explore advanced topics, such as predictive analytics and machine learning, for predictive ITSM and proactive problem management.

ServiceNow Service Portal

Learn how to create customized self-service portals using ServiceNow Service Portal. Understand the benefits of Service Portal for improving user experience and increasing user satisfaction. This section covers the setup of Service Portal pages, widgets, and themes to create intuitive and responsive user interfaces. Hands-on exercises will involve designing and configuring service catalog items, knowledge articles, and request forms for self-service access. Discuss best practices for Service Portal design, including usability testing and accessibility compliance. Explore techniques for integrating Service Portal with other ServiceNow modules, such as ITSM and HR Service Delivery, to provide a unified user experience.

ServiceNow HR Service Delivery

Gain an understanding of ServiceNow HR Service Delivery for automating HR processes and improving employee service experiences. Learn how to configure and customize HR service delivery applications, including employee service center, case management, and HR knowledge management. This section covers the setup of HR case management workflows, including employee onboarding, offboarding, and transfers. Hands-on exercises will involve configuring HR service catalog items, creating HR knowledge articles, and automating HR tasks using HR workflows and approvals. Discuss the benefits of integrating HR ServiceNow HR Service Delivery with other ServiceNow modules, such as ITSM and ITOM, to provide seamless employee experiences and streamline cross-departmental processes.

ServiceNow Customer Service Management (CSM)

Explore ServiceNow Customer Service Management (CSM) for delivering exceptional customer experiences and improving customer satisfaction. Learn how to configure and customize CSM applications, including customer service portal, case management, and knowledge management. This section covers the setup of customer service workflows, including case routing, escalation, and resolution. Hands-on exercises will involve configuring customer service catalog items, creating customer knowledge articles, and automating customer service tasks using workflows and business rules. Discuss strategies for integrating CSM with other ServiceNow modules, such as ITSM and HR Service Delivery, to provide a unified service experience across departments.

ServiceNow Security Operations

Gain insights into ServiceNow Security Operations for managing security incidents and vulnerabilities. Learn how to configure and customize security incident response workflows, including incident detection, investigation, and remediation. This section covers the setup of security incident management processes, including threat intelligence integration, incident prioritization, and automated response actions. Hands-on exercises will involve configuring security incident dashboards, creating security incident response playbooks, and conducting security incident simulations. Discuss strategies for integrating Security Operations with other ServiceNow modules, such as ITSM and ITOM, to provide a unified approach to IT and security incident management.

ServiceNow Governance, Risk, and Compliance (GRC)

Explore ServiceNow Governance, Risk, and Compliance (GRC) for managing enterprise risk and compliance requirements. Learn how to configure and customize GRC applications, including policy and compliance management, risk management, and audit management. This section covers the setup of governance, risk, and compliance workflows, including risk assessment, control testing, and audit planning. Hands-on exercises will involve configuring risk assessments, creating compliance policies and controls, and conducting audit activities using GRC dashboards and reports. Discuss strategies for integrating GRC with other ServiceNow modules, such as ITSM and Security Operations, to provide a holistic approach to enterprise risk management.

ServiceNow AI and Automation

Gain an understanding of ServiceNow AI and Automation capabilities for driving efficiency and innovation. Learn how to leverage ServiceNow Virtual Agent for providing conversational AI-driven support and automating routine tasks. This section covers the setup of virtual agent conversations, including intent recognition, dialogue management, and integration with backend systems. Hands-on exercises will involve designing virtual agent conversations, configuring natural language understanding (NLU) models, and deploying virtual agent solutions for IT and HR service delivery. Discuss best practices for implementing AI and automation in ServiceNow, including data privacy and ethical considerations.

ServiceNow Mobile App Development

Explore ServiceNow Mobile App Development for creating custom mobile applications and extending ServiceNow functionality to mobile devices. Learn how to build and deploy native mobile apps using ServiceNow Mobile Studio and ServiceNow Mobile App Publisher. This section covers the setup of mobile app projects, including app design, data integration, and security configurations. Hands-on exercises will involve designing mobile app interfaces, implementing offline capabilities, and integrating mobile apps with ServiceNow instances. Discuss strategies for optimizing mobile app performance, usability, and security, and explore best practices for mobile app distribution and management.

ServiceNow Reporting and Analytics

Dive into ServiceNow Reporting and Analytics for gaining insights into IT performance, service metrics, and operational trends. Learn how to create and customize reports, dashboards, and scorecards using ServiceNow Performance Analytics and Reporting tools. This section covers the setup of reporting dashboards, including data visualization, charting, and drill-down capabilities. Hands-on exercises will involve designing custom reports, defining key performance indicators (KPIs), and analyzing trends and patterns in ServiceNow data. Discuss strategies for using reporting and analytics to drive data-driven decision-making, improve service quality, and optimize IT resource allocation.

ServiceNow Upgrade and Maintenance

Understand the process of ServiceNow Upgrade and Maintenance for keeping your ServiceNow instance up-to-date and secure. Learn how to plan and execute ServiceNow upgrades, including version upgrades, patch deployments, and platform migrations. This section covers best practices for pre-upgrade planning, including impact analysis, testing, and rollback procedures. Hands-on exercises will involve performing upgrade simulations, testing customizations and integrations, and monitoring upgrade progress. Discuss strategies for post-upgrade validation, including performance tuning, data validation, and user acceptance testing.