ServiceNow Business Analyst Training Program

2.1 Incident Management

• Incident lifecycle

• Priority matrix (Impact Urgency)

2.2 Problem Management

• Root Cause Analysis

• Known Error Database (KEDB)

• Relationship with Incidents

2.3 Change Management

• Change types (Normal, Standard, Emergency)

• CAB process

• Risk assessment

• Change workflow stages

2.4 Request Management

• Service Catalog structure

• Catalog Items vs Record Producers

• RITM & SCTASK structure

• Approval flows

2.5 Knowledge Management

• Knowledge lifecycle

• Versioning

• User criteria & access

3.1 CMDB Fundamentals

• What is CMDB

• CI classes & hierarchy

• Relationships

• Impact analysis

4.1 Designing Solutions

• Form design principles

• Field mapping

• Workflow logic understanding

• Approval matrix design

4.2 Automation Awareness

• Business Rules (conceptual understanding)

• Client Scripts (basic idea)

• Flow Designer

• SLA configuration logic

• Notification logic

5.1 Integration Basics

• REST APIs

• SOAP overview

• Inbound vs Outbound integration

• JSON structure basics