Section 1: Introduction to ServiceNow

• What is ServiceNow?
• Benefits of ServiceNow?
• ServiceNow Architecture
• ServiceNow ITSM applications
• Integration’s
• Service Catalog
• Roles and Responsibilities

Section 2: Introduction to ITIL

• What is ITIL?
• SLA and OLA
• Configuration Management database

Section 3: Administration

• User Account Creation (PDI)
• Customizing Home pages
• Layouts
• Creation of Users, Groups,Departments
• Creation of Company s, Locations
• Roles of Users
• Introducing Applications and Modules
• Creation of Fields,Views and sections
• Dependent field creation
• Priority Data lookup rules
• Use of Flow Formatters
• Creation of List Layout and Related Lists
• Creation of tables and Modules
• Use of App Engine Studio
• Creating tasks to Expedite the belonging records
• Performance metrics

 Section 4: OOB functionalities

• Import sets
• Update sets
• Email Notifications
• Workflows
• Flow designer
• UI actions
• Scheduled Jobs
• Plugin’s
• ACL’s Creations
• UI Policies
• Data Policies

Section 5: Scripting

• Glide API’s (client side & server side)
• Glide Form
• Glide User
• Glide Dialog window
• Glide List & Glide Menu
• Glide Record
• Glide System
• Glide Aggregation
• Glide Date and Time
• Glide Element
• Business Rules
• Client Scripts
• Script includes
• Glide Ajax

 Section 6: Life Cycles& state Models

• Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Catalog Management
• Service Level Management
• Agile Development
• Performance Analytic’s

Section 7: Reports

• Charts
• List
• Tables
• Scheduling reports

Section 8: Real-time project (add On)

• ServiceNow project environment setup
• Real-time ServiceNow project
• Project demonstration
• Expert evaluation and feedback

Section 9: Real Time Project( add On)

• Briefing ServiceNow certification’s
• Working on Stories
• Interview preparation
• Mock interviews
• Resume preparation
• Knowledge sharing with industry experts