What you'll learn
Learn how to configure, manage, and customize the ServiceNow platform. Gain expertise in ITSM modules, forms, lists, workflows, scripting, automation, and ServiceNow administration best practices.
Core topics
- Introduction to ServiceNow & Navigation
- Users, Groups & Roles Management
- Forms, Lists, & Table Administration
- Incident, Problem & Change Management (ITSM)
- Service Catalog & Request Management
Hands-on
- Workflow Creation & Automation
- Business Rules, UI Policies & Client Scripts
- Instance Management & Updates
- Building Catalog Items & Record Producers
- Capstone: Build a fully functional ITSM workflow
Course syllabus
01
ServiceNow Fundamentals
Platform Overview & Navigation
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Topics: UI, applications, modules, instance basics, platform architecture.
02
Users & Access Control
Roles & Permissions
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Topics: users, groups, roles, ACLs, delegation, impersonation.
03
Tables, Forms & Lists
Customization & Configuration
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Topics: dictionary, views, form design, list controls, fields.
04
ITSM Modules
Incident, Problem, Change
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Topics: major ITSM processes, CMDB basics, workflows, SLAs.
05
Service Catalog
Catalog Items & Request Management
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Topics: record producers, items, variables, workflows.
06
ServiceNow Scripting
Client & Server Scripts
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Topics: Business Rules, Client Scripts, UI Policies, Script Includes.
Projects & Capstone
Hands-on ServiceNow administration projects for real-world application.
- Create custom tables, forms & lists
- Configure an Incident Management workflow
- Build a Service Catalog with automation
- Create Business Rules and Client Scripts
- Develop a Request Fulfillment system
- Capstone: Build a complete ITSM process with automation
Instructor
AK
Arjun Kumar
ServiceNow Admin & Developer — 8+ years experience
Office hours: Wed & Sun 7–8 PM
Frequently Asked Questions
Do I need coding background?
Basic scripting helps, but the course includes beginner-friendly scripting modules.
Will I receive certification?
Yes — after completing all modules & final project.
Does this course include practical labs?
Yes — each module includes hands-on ServiceNow instance practice.