ServiceNow ITSM (Admin+Developer) Training Program

Overview Of Knowledge Management And Its Importance

Creating And Organizing Knowledge Bases

Writing, Publishing, And Maintaining Knowledge Articles

Understanding Approval Workflows And Article Lifecycle

Understanding SLA, OLA, And Underpinning Contracts

Importance Of Service Level Management In Organizations

Configuring SLAs With Conditions And Schedules

Differentiating Response SLA Vs Resolution SLA

Understanding Retroactive SLA Start Functionality

Understanding Different Types Of Tables And Relationships

Creating And Extending Custom Tables

Introduction To CMDB And Configuration Items (CIs)

Understanding Data Schema And Table Relationships

Understanding Form Layout And Its Importance In User Interaction

Designing And Customizing Form Views For Different User Roles

Adding, Removing, And Organizing Fields In Forms

Creating Multiple Form Views Based On Requirements

Configuring List Layouts And List Controls

Personalizing List Views With Filters, Columns, And Sorting

Introduction To Access Control Mechanisms In ServiceNow

Types Of ACLs: Record-Level And Field-Level Security

Writing And Evaluating ACL Rules

Scenarios Where ACLs Are Required For Data Protection

Overview Of Email Notification System

Creating And Configuring Email Notifications

Understanding Triggers And Event-Based Notifications

Debugging And Troubleshooting Email Issues

Understanding Different Types Of Reports In ServiceNow

Creating Reports Using Filters And Conditions

Building Interactive Dashboards For Insights

Managing Access Control For Reports And Dashboards

Scheduling Reports For Automated Delivery

Importing Data Into ServiceNow Using Excel Files

Understanding Import Sets And Transform Maps

Exporting Data From ServiceNow To External Formats

Best Practices For Data Migration

Understanding Application Navigator Structure

Creating Custom Application Menus

Designing And Configuring Modules For Navigation

Improving User Experience With Structured Menus

Overview Of Scripting Types (Client Scripts, Business Rules, Script Includes)

Basics Of JavaScript In ServiceNow Development

Understanding When And Why Scripting Is Required

Creating And Managing User Records

Understanding Group Structure And Assignments

Overview Of Roles And Role Hierarchy

Assigning Roles To Users And Groups Effectively

Understanding the ServiceNow platform, its architecture, and cloud-based model

Navigating the user interface including lists, forms, and application navigator

Working with applications and scoped environments

Understanding tables, records, and their relationships

Creating custom tables and extending existing tables

Managing dictionary entries and field-level configurations

Understanding the structure of ServiceNow applications

Creating application menus for organized navigation

Creating modules for accessing forms, lists, and reports

Linking modules with application menus

Managing access using roles and permissions for menus and modules

Understanding scripting in ServiceNow using JavaScript

Identifying different types of scripting within the platform

Differentiating client-side and server-side execution

Understanding script execution context and lifecycle

Understanding client-side scripting for form customization

Implementing onLoad, onChange, onSubmit, and onCellEdit scripts

Using g_form API for dynamic form manipulation

Using g_user API to retrieve user session details

Configuring UI Policies for declarative form control

Managing UI Policy actions such as mandatory, visible, and read-only fields

Understanding server-side scripting and execution

Performing database operations using GlideRecord

Aggregating data using GlideAggregate

Handling date and time using GlideDateTime

Using GlideSystem for logging and system utilities

Executing background scripts for administrative tasks

Configuring Data Policies for enforcing data integrity

Managing Data Policy actions at the database level

Understanding the concept of reusable logic using Script Includes

Creating class-based Script Includes

Configuring client-callable Script Includes

Enabling GlideAjax access for Script Includes

Calling Script Includes from server-side scripts

Calling Script Includes from client-side scripts

Understanding the business layer and separation of concerns

Configuring GlideAjax for asynchronous communication

Sending parameters from client to server

Handling responses returned from server

Debugging GlideAjax calls using logs and browser tools

Understanding email notification configuration

Exploring different methods to send notifications

Creating and registering custom events

Triggering events through scripts and workflows

Debugging email delivery issues

Analyzing and debugging event queue processing

Understanding scheduled job functionality

Configuring one-time and recurring scheduled jobs

Automating background scripts execution

Calling Script Includes within scheduled jobs

Understanding UI Actions in forms and lists

Configuring client-side UI Actions

Configuring server-side UI Actions

Controlling visibility using conditions

Calling Script Includes from UI Actions

Understanding the concept of update sets

Creating and managing update sets

Capturing configuration changes

Understanding update set states and lifecycle

Migrating update sets across instances

Performing backout and merge operations

Understanding Business Rules and their execution

Configuring before, after, async, and display business rules

Triggering rules on insert, update, and delete operations

Implementing before query business rules

Using display business rules to pass data to client

Introduction to access control mechanisms in ServiceNow

Types of ACLs: record-level and field-level security

Writing and evaluating ACL rules

Scenarios where ACLs are required for data protection

Understanding Service Catalog structure and components

Creating catalog categories and catalog items

Configuring variables and variable sets

Implementing catalog client scripts

Configuring catalog UI policies

Managing access with available for and not available for

Creating record producers for custom record creation

Designing order guides for bundled requests

Understanding workflow-based automation

Creating and configuring workflows

Associating workflows with catalog items

Understanding Flow Designer capabilities

Creating flows with different trigger types

Configuring actions and subflows

Building custom actions for reusable automation

Understanding integration concepts and architecture

Differentiating REST and SOAP web services

Understanding authentication mechanisms including Basic Auth and OAuth

Working with HTTP methods such as GET, POST, PUT, DELETE

Understanding HTTP status codes and responses

Understanding inbound integration concepts

Implementing Scripted REST APIs

Working with Import Set APIs for bulk data

Handling direct REST API integrations

Understanding outbound integration flow

Configuring REST Messages

Calling external APIs from scripts

Integrating REST calls with Script Includes

Triggering outbound calls from workflows and flows

Understanding Service Portal architecture

Differentiating native UI and portal experience

Working with pages and widgets

Debugging portal issues and configurations

Inspecting and reviewing widget customization

Understanding application scope isolation in ServiceNow

Managing cross-scope access between applications

Configuring application access settings at table level

Understanding cross-scope privilege records and approvals

Analyzing runtime access warnings and security enforcement