Syllabus For ServiceNow Course
Module 1: Introduction to ServiceNow
- Overview of ServiceNow platform
- History and evolution of ServiceNow
- ServiceNow editions and offerings
Module 2: Getting Started with ServiceNow
- Setting up a personal developer instance
- Navigating the ServiceNow interface
- Basic administration tasks
Module 3: ServiceNow Administration
- User administration and access control
- Configuring service catalogs and catalog items
- Introduction to workflows and automation
Module 4: ServiceNow Development Fundamentals
- Introduction to ServiceNow development tools (Studio, Flow Designer)
- Creating and customizing applications
- Designing forms, fields, and lists
Module 5: ServiceNow Integration
- Understanding integration capabilities in ServiceNow
- Using REST APIs and web services for integration
- Configuring MID Server for integration with external systems
Module 6: ServiceNow IT Service Management (ITSM)
- Incident management
- Problem management
- Change management
Module 7: Advanced ServiceNow Features
- Service Level Management (SLM)
- Performance Analytics and Reporting
- Introduction to IT Operations Management (ITOM) and Security Operations (SecOps)
Module 8: ServiceNow Customer Service Management (CSM)
- Managing customer interactions and cases
- Service portals and customer service workflows
- ServiceNow CSM implementation best practices
Module 9: ServiceNow Human Resources Service Delivery (HRSD)
- HR service delivery processes in ServiceNow
- Employee service center and case management
- Onboarding and offboarding processes
Module 10: ServiceNow Certification Preparation
- Overview of ServiceNow certification paths
- Exam preparation tips and resources
- Mock exams and practice questions
Module 11: Best Practices and Governance
- Implementing best practices for ServiceNow configuration and development
- Governance and compliance considerations
- Continuous improvement strategies
Module 12: Project Work and Case Studies
- Hands-on projects and case studies based on real-world scenarios
- Implementing solutions using ServiceNow platform
- Presenting and documenting project outcomes