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ServiceNow Development & Administration

Master ServiceNow Skills with Techtroma

Unlock your potential in IT Service Management with Techtroma’s ServiceNow Development & Administration Certification Training. Designed by industry experts, this course equips you with the skills needed to efficiently configure, develop, and administer ServiceNow platforms, enabling you to streamline IT workflows and enhance business efficiency.

Why Choose Techtroma?

  • Comprehensive Learning – Gain in-depth knowledge of ServiceNow development, administration, and implementation.
  • Hands-on Training – Work on real-world projects and practical use cases to enhance your expertise.
  • Industry-Recognized Certification – Receive a course completion certificate from Techtroma upon successful training completion.
  • Expert-Led Sessions – Learn from experienced professionals with extensive ServiceNow expertise.
  • Career Support – Get guidance on resume building and interview preparation to boost your career prospects.

Course Highlights

  • Introduction to ServiceNow & ITSM Framework
  • ServiceNow Administration & Configuration
  • Creating & Managing Workflows
  • Service Catalog & Request Management
  • Scripting (Client Scripts, Business Rules, Script Includes)
  • Integration with Third-Party Tools
  • Reporting & Performance Analytics
  • Hands-on Labs & Real-World Scenarios

Who Should Enroll?

  • IT Professionals & System Administrators
  • Developers & Software Engineers
  • Business Analysts & ITSM Professionals
  • Freshers Looking to Build a Career in ServiceNow

Course Curriculum​

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 ServiceNow
  • 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 Group
  • Creating tickets and raising Requests 
  • Creating SLA’s
  • Performance Metrics
Module 4: System Administration
  • Perform core configuration tasks
  • Work with User Interface (UI) policies, data policies, UI actions, business rules and client scripts
  • Add users, groups and roles
  • Manage data with tables, the configuration management database (CMDB), import sets and update sets
  • Work with two key process applications: Knowledge Base and ServiceNow Service Catalog
  • Create workflow activities and approvals 
  • Configure alerts and notifications
  • View upgrade history and status
  • Control system access and data security
  • Create baseline performance metrics
  • Run reports, configure service level agreements (SLAs) and perform instance branding and customization
  • Integrate social IT elements and learn best practices
Module 5: 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
  • <spanstyle=”color:#000000;”>Capture class work in Update Sets to understand their purpose and movement</spanstyle=”color:#000000;”>
  • Learn how access to data is controlled within the framework of ServiceNow Contextual Security
  • Define Reference Qualifiers that direct the right data to the right users at the right time
  • Implement a Web Services API REST integration and learn about the possible data paths into ServiceNow
  • Coordinate service catalog elements, including user criteria, cart controls, and variables
  • Create a Record Producer
  • Implement new workflows that use a variety of activities to understand how records are generated from workflows
  • Define and use a database view as a report source, consider performance Best Practices, and try security controls that apply to reporting
  • Set system controls that direct the right data to the right users at the right time
Module 6: Scripting
  • Business Rules
  • Client Scripts
  • UI Actions
  • Script Includes
    • Jelly Scripting
    • Determine when it is appropriate to script
    • Configure a ServiceNow instance for scripting
    • Script client side
    • Client Scripts
    • UI Policies
    • Script server side
    • Business Rules
    • GlideSystem
    • GlideRecord
    • Scheduled Jobs
    • Event Management
    • Workflow Scripts
    • Script Includes
    • Develop scripting best practices
Module 7: Reporting
  • Bar Charts
  • Pie Charts
  • List Reports
  • Pivot Tables
  • Using scripting in Reporting
  • Scheduling Reports
  • Making Gauges
Module 8: Cloning and Upgrades
  • Need For cloning and ways to implement it
  • Upgrading the instance for new Release
Module 9: Integrations
  • Web Services: Direct Web Services
  • Transform Map Web Services
  • Scripted Web Services
  • Email Integration: Inbound Actions
  • Event Registry
  • Creating and Triggering Events
Module 10: Content Management
  • Introduction to CMS
  • Creating Sites
  • Creating Pages
  • Creating Blocks using Scripting
  • Login Rules
Module 11: Configuration Management
  • Classes in CMDB
  • Mapping Configuration Item to Asset Records • Loading the CI’s into Service-Now
  • Relating Configuration items
Module 12: Import Sets
  • Loading Data of different Formats
  • Using Data Sources
  • Using Transform Maps and Transform scripts
Module 13: 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 14: Workflows
  • Creating Workflows on different tables
  • Approvals using workflows
  • Using Different Activities in workflows
Module 15: MID Server Installation
  • Installing MID server on an instance
  • Testing the MID Server using another Logins
  • Importing Files by Using MID Server
Module 16: Introduction to Service Now
  • What is Service Now 
  • Why and who can use Service Now
  • Concept of cloud computing in Service Now
  • Introduction to ITIL foundation
  • Navigation and users
  • Helpful portals
  • Releases
Module 17: Incident Management
  • Overview 
  • Incident management process
  • Continual service improvement to incident management
Module 18: Change Management
  • Overview 
  • Change management process (Raising, planning and Authorize)
  • Change management workflow and change task
  • Continual service improvement to change management
Module 19: Problem Management
  • Overview 
  • Problem management process (identify, Investigate, Resolve)
  • Problem management workflow and problem task types
  • Continual Service improvement to problem management
  • Context menu
Module 20: Asset and Configuration Management
  • Introduction to CI and Asset 
  • Class and category CI 
  • Model and type of assets
  • CMDB Plug-in and CI Relationships
Module 21: Knowledge Management
  • Overview 
  • Knowledge Management Roles 
  • Application and Modules Using Knowledge
  • Creating Knowledge
  • Translating Knowledge 
  • Tracking and Reporting on Knowledge
Module 22: SLA & SDLC
  • Introduction to SLA, OLA, and UPC
  • SLA Workflow 
  • Service Level Agreement
  • SDLC in Service now
Module 23: Employee Self Service & Service Catalog
  • My Profile
  • My tasks and approvals 
  • Introduction to Service Catalog

Certification & Career Benefits

Upon completing the training, participants will receive a Course Completion Certificate from Techtroma. This certification validates your expertise and enhances your career opportunities in the ServiceNow ecosystem.

Note: This course is independently designed and delivered by Techtroma. The certification provided is a course completion certificate and is not affiliated with ServiceNow Inc.

ServiceNow Admin Life Cycle

Phase 1: Setup & Configuration

Install and configure ServiceNow based on business requirements. Set up user roles, permissions, and access controls. Define ITSM modules, workflows, and data models for smooth operations.

Phase 2: Monitoring & Optimization

Manage system performance, security, and integrations with other tools. Automate processes using Business Rules, Scheduled Jobs, and Notifications. Regularly review logs and troubleshoot issues.

Phase 3: Maintenance & Upgrades

Apply ServiceNow updates, patches, and version upgrades. Ensure compliance with governance policies and security best practices. Provide user support, resolve incidents, and optimize platform efficiency.

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