Introduction to ServiceNow
Overview of ITSM & ServiceNow
- What is ServiceNow?
- IT Service Management (ITSM) and ITIL Overview
- ServiceNow Architecture & Cloud-based Platform
Navigating the ServiceNow UI
- Understanding the ServiceNow Interface
- Application Navigator, Filter Navigation & Modules
- Forms, Lists, and Service Catalog
ServiceNow Instance & Setup
- Understanding Personal Developer Instances (PDI)
- Setting Up a Free ServiceNow Developer Instance
- Configuring Basic System Properties
ServiceNow Application Development Basics
Introduction to Application Development in ServiceNow
- Creating Custom Applications in Studio
- Application Scope & Namespace
- Working with Application Modules
Understanding Tables & Database Structure
- Creating & Managing Tables
- Using Dictionary Entries & Column Attributes
- Understanding Database Views & Schema Map
Forms & List Customization
- Configuring Forms & Form Layouts
- Creating Related Lists & UI Policies
- Using List Layouts & List Controls
Scripting in ServiceNow (Client & Server-side)
Introduction to JavaScript in ServiceNow
- Basic JavaScript Syntax & Concepts
- ServiceNow Glide API Introduction
- Understanding Client vs. Server-Side Scripting
Client-side Scripting
- Client Scripts (onLoad, onSubmit, onChange, onCellEdit)
- UI Policies & UI Actions
- GlideForm (g_form) & GlideUser (g_user) APIs
Server-side Scripting
- Business Rules (Before, After, Async)
- Script Includes & Scheduled Jobs
- GlideRecord API for Database Operations
Security & Access Control
- Creating ACLs (Access Control Lists)
- Role-based Access Control (RBAC)
- Understanding User Roles & Permissions
Workflow & Automation in ServiceNow
Introduction to Workflow & Flow Designer
- Creating & Managing Workflows
- Working with Flow Designer & Actions
- Automating Processes with ServiceNow Flows
Approval & Notification Mechanisms
- Configuring Email Notifications & Templates
- Creating Approval Workflows
- Implementing SLA (Service Level Agreements)
Orchestration & Integration
- Automating External System Interactions
- Working with APIs & Web Services
- Configuring ServiceNow REST & SOAP Integrations
ServiceNow Integration with External Systems
Introduction to ServiceNow Integration
- REST & SOAP API Basics
- Integrating with Third-Party Applications (JIRA, Slack, AWS)
ServiceNow REST API & Scripted REST Services
- Creating & Managing API Endpoints
- Authentication & Authorization in APIs
- Consuming External APIs from ServiceNow
Outbound Integrations & MID Server
- Setting Up MID Server for Secure Integrations
- Outbound REST & SOAP Calls
- Integration Hub & Spoke Development
Service Catalog & Request Management
Introduction to Service Catalog
- Creating & Managing Service Catalog Items
- Designing Record Producers & Order Guides
Customizing Catalog Workflows
- Configuring Catalog Item Approvals
- Automating Request Fulfillment Workflows
Working with Variables & UI Policies
- Designing Dynamic Forms with Variables
- Implementing Conditional UI Policies
Reporting & Performance Analytics
Introduction to ServiceNow Reporting
- Creating & Managing Reports in ServiceNow
- Using Performance Analytics for Insights
Dashboards & Data Visualization
- Designing Custom Dashboards
- Using Widgets & Visualizations
Scheduled Reports & Data Exports
- Automating Report Distribution
- Exporting Data to Excel, PDF, and Email
Service Portal Development
Introduction to Service Portal
- Understanding ServiceNow Portal Architecture
- Configuring Portal Pages & Widgets
Customizing Service Portal
- Creating & Modifying Widgets
- Implementing AngularJS in ServiceNow
Advanced Portal Development
- Scripting & API Integration in Portals
- Designing Responsive UI Components
Advanced ServiceNow Development & Performance Optimization
Instance Performance & Best Practices
- Optimizing Scripts & Queries
- Reducing Load Times & API Calls
Application Security & Compliance
- Implementing Role-based Security
- Compliance & Data Protection Best Practices
Debugging & Troubleshooting in ServiceNow
- Using Debugging Tools in ServiceNow
- Identifying & Resolving Script Errors
ServiceNow Deployment & Administration
Application Packaging & Deployment
- Moving Code Between Instances (Update Sets)
- Application Repository & Version Control
Instance Administration & Maintenance
- Managing ServiceNow Upgrades
- Backup & Recovery Strategies
Governance & Change Management in ServiceNow
- Implementing Change Control & Deployment Pipelines
- Best Practices for Managing Large Deployments