ServiceNow

Module 1: ServiceNow Platform Essentials (10 Days)
Objective: Understand the core ServiceNow platform structure and basic configurations.

Introduction to ServiceNow (Navigation, Application Explorer)
Tables, Forms, Lists, and Dictionary
Users, Roles, and Access Control (ACL basics)
UI Policies, Data Policies, Client Scripts
Business Rules & Script Includes
Notifications and Email Configuration
ServiceNow Studio & Scoped Applications
Application Files: Modules, Menus, Roles
Update Sets - Create, Export, Import
Review + Quiz/Assessment

Module 2: Core ITSM Applications (20 Days)
Objective: Learn the full lifecycle and configuration of core ITSM processes: Incident, Problem, Change, and Request.
Introduction to ITIL & ITSM in ServiceNow
Incident Management: Overview, States, Priorities
Incident Form, Assignment Rules, SLAs
Auto-routing via Business Rules & Script
Problem Management: Lifecycle, Root Cause
Problem Form Customization
Change Management: Normal, Standard, Emergency
Change Approval Policies & Workflows
Request Management vs Incident vs Change
Catalog Items, Record Producers
Catalog Item Variables & Variable Sets
Request Workflow Design using Visual Workflow Editor
Knowledge Management Basics
SLAs: Definitions, Conditions, Retroactive Start
Escalation Rules, Time Breach Alerts
CAB Workbench Overview
ITSM Reporting - Reports, Performance Analytics Intro
Dashboards and Homepages
Live Agent Chat, Virtual Agent Basics (optional)
ITSM Use Case Lab (Automate Ticket Lifecycle)

Module 3: Scripted Integrations (20 Days)
Objective: Perform real-world ServiceNow integrations using Scripted REST, REST Message, and Inbound APIs. No
IntegrationHub.
Introduction to Integrations in ServiceNow
REST API Concepts (Methods, Headers, JSON)
Using REST API Explorer
Scripted REST API - Create a custom API
Scripted REST with Input Validation & Responses
Consume External API with REST Message
REST Message Authentication (Basic Auth / OAuth profile)
Call External Weather/Currency APIs using Script
Transform JSON/XML Data
Test REST APIs using Postman
Scheduled Scripted API Call (REST polling)
Inbound REST: External system creates Incident
Use Business Rule to Trigger Outbound REST
REST Call Error Handling & Logging
Mid Project Review: End-to-End Integration
Import/Export JSON or CSV using Import Sets
Script to Trigger Notifications from External Events
Attachment API - Upload/Download Files via API
Integration Best Practices & Security (ACLs, Rate Limits)
Integration Lab: External Tool Creates Incident, Notifies on Closure

Module 4: Final Project & Certification Prep (10 Days)
Objective: Implement a full use case and prepare for interviews and CSA certification.
Use Case Finalization & Planning
Final Project: Scripted Integration for Ticketing
Presentation & Documentation
CSA Certification Overview & Practice Questions
Mock Test (CSA-style)
Career Guidance + Interview Q&A + Feedback

Tools & Deliverables

Tools:
- ServiceNow PDI
- Postman
- VS Code (optional)
- GitHub (optional)

Deliverables:
- Lab Exercises
- API Scripts
- ITSM Customization Scripts
- Final Integration Project
- CSA Mock Exam Pack
- Resume + Projects