Lists and Filters

• Understanding list views and list controls
• Personalizing list layouts and columns
• Creating and applying filters
• Saved filters and advanced filtering techniques
• Hands-on: Working with list views and filters

Tables and Data Model

• Introduction to tables and ServiceNow data structure
• Creating custom tables
• Dictionary entries and field attributes
• Parent and child tables (table inheritance)
• Schema map and table relationships
• Dictionary overrides explained with use cases

Dot-Walking and Reference Fields

• Understanding reference fields
• Using dot-walking to access related data
• Real-time use cases of dot-walking in reports, scripts, and filters

User Administration and Security

• Creating and managing users
• Understanding different user types
• User groups and group management
• Roles and role hierarchy
• Access Control Lists (ACLs)
• Impersonation and security best practices

Incident Management (ITSM Core)

• ITIL overview and Incident Management concepts
• Incident lifecycle and states
• Incident form configuration
• Priority, impact, urgency, and SLAs
• Backend validations and business logic
• End-to-end incident handling scenarios

Client-Side and Server-Side Scripting

• Introduction to scripting in ServiceNow
• Client Scripts: on Load, on Change, on Submit
• UI Policies vs Client Scripts
• Introduction to Glide APIs
• Glide Record
• Glide Aggregate
• Glide System
• Glide Date Time
• Glide Ajax
• Hands-on scripting exercises

Business Rules

• Understanding server-side business logic
• Types of Business Rules (Before, After, Async, Display)
• When and where to use Business Rules
• Best practices and performance considerations

Script Includes

• Introduction to Script Includes
• Reusable server-side logic
• Client-callable Script Includes
• Scoped vs Global Script Includes

UI Actions

• Form UI Actions
• List UI Actions
• Related Links
• Role-based UI Actions with security considerations

Email Notifications

• Outbound email notifications
• Inbound email actions
• Email templates and notification triggers
• Debugging email notifications

Scheduling and Automation

• Scheduled Jobs
• Events and Event Management basics
• Introduction to Workflow
• Introduction to Flow Designer
• Workflow vs Flow Designer

Service Request Management

• Service Catalog overview
• Record Producers
• Catalog Items and Variables
• Order Guides
• Approvals and fulfillment process
• Hands-on: Building service requests

Problem Management

• Problem lifecycle
• Root Cause Analysis (RCA)
• Known Errors and Workarounds

Change Management

• Change Management overview
• Change types: Standard, Normal, Emergency
• Change lifecycle and approvals
• CAB process and risk assessment

Knowledge Management

• Knowledge Base setup
• Article lifecycle and approvals
• Knowledge-Centered Service (KCS) basics

Update Sets and Application Migration

• Understanding Update Sets
• Capturing and moving changes between instances
• Best practices and conflict resolution

Integrations and REST APIs

• Introduction to REST APIs in ServiceNow
• Outbound REST integrations
• Inbound REST integrations
• Authentication methods (Basic, OAuth)
• Real-world integration examples

Reporting and Dashboards

• Report types and data sources
• Creating and customizing reports
• Dashboards and performance metrics
• Introduction to Performance Analytics

Instance Management

• Instance cloning concepts
• Upgrade basics and best practices
• Instance health and performance monitoring

In-Class Project

• Building a real-world ITSM solution
• Applying admin and development skills
• End-to-end implementation scenario

Presentation and Review

• Project walkthrough and explanation
• Best practice discussion
• Real-world challenges and solutions
• Final Q&A and course wrap-up

ServiceNow Best Practices

• Admin and development best practices
• Performance optimization techniques
• Real-time project tips and interview guidance