ServiceNow

Understand how the platform organises records, users and enterprise work.

• Instance navigation, applications, modules and record forms.
• Tables, fields, references and relationships.
• Lists, filters, views and basic reporting.
• Development environments and responsible configuration practices.

Practical exerciseExplore a training instance and document the records and relationships for a simple service process.

Follow common ITSM processes and understand the different purpose of each record.

• Incident management, impact, urgency, priority and assignment.
• Problem management, known errors and root-cause documentation.
• Change requests, approvals, risk and change planning.
• Requests, tasks, service levels and escalation concepts.

Practical exerciseMap a service outage from incident through problem investigation and a controlled change.

Configure usable forms and maintain consistent platform data.

• Table structure, dictionaries, field types and reference fields.
• Form layouts, list layouts and data validation.
• Import sets, transform maps and coalescing concepts.
• CMDB fundamentals, configuration items and relationship quality.

Practical exerciseConfigure a request table and import sample records with validation and duplicate-handling rules.

Give users appropriate access and understand how platform permissions are evaluated.

• Users, groups, roles and assignment groups.
• Access Control Lists for tables and fields.
• Role inheritance, impersonation in a training environment and access testing.
• Least privilege, sensitive fields and audit evidence.

Practical exerciseCreate an access matrix and verify what a requester, fulfiller and administrator can view or change.

Turn a service request into a consistent approval and fulfilment process.

• Catalog items, variables and record producers.
• Flow Designer triggers, actions, conditions and subflows.
• Approval routing, fulfilment tasks, notifications and exception paths.
• Testing workflows, avoiding duplicate actions and documenting ownership.

Practical exerciseDesign an employee equipment request with manager approval, fulfilment tasks and status notifications.

Understand where scripts and external interfaces support platform workflows.

• JavaScript foundations for platform configuration.
• Client scripts, UI policies, business rules and script includes.
• GlideRecord concepts and efficient server-side data access.
• REST integration, authentication, response handling and integration logs.

Practical exerciseBuild a guided validation or integration example with clear error handling and a test checklist.

Check changes before release and create reporting that helps process owners act.

• Test cases and Automated Test Framework concepts.
• Reports, dashboards and service-performance measures.
• Update sets, change review and environment promotion.
• Troubleshooting scripts, flows, permissions and failed transactions.

Practical exercisePrepare a release checklist and dashboard for the request workflow, with evidence from successful and failed tests.

Combine platform configuration, permissions and automation into a complete service workflow.

• Requirements, process diagram and a data model.
• Catalog configuration, approvals, tasks and access controls.
• Testing evidence, reporting and support documentation.
• Administrator, developer and ITSM scenario-based interview preparation.

Practical exercisePresent a service-request solution with a configuration guide, test evidence and a troubleshooting walkthrough.