Welcome to Online IT Guru’s comprehensive ServiceNow Online Training – your gateway to becoming a certified ServiceNow expert. Whether you're an IT professional looking to upgrade your skills or a fresher aiming for a rewarding tech career, our ServiceNow course offers everything you need to succeed in today’s digital enterprise landscape.
Why Choose ServiceNow?
ServiceNow is a leading cloud-based SaaS platform widely adopted for ITSM, ITOM, ITBM, and enterprise automation. Used by Fortune 500 companies, it streamlines processes and boosts service delivery across industries such as finance, healthcare, education, and technology. With increasing adoption, the demand for skilled professionals is soaring. ServiceNow Online Training in Hyderabad equips aspirants with hands-on skills, real-time project experience, and certification guidance to meet industry needs. Whether you're a fresher or working professional, this training helps you master ServiceNow modules and gain expertise for high-paying roles in top MNCs and global enterprises.
What Makes Our ServiceNow Online Course Stand Out?
At Online IT Guru, we combine industry-best practices with real-time projects to deliver an impactful learning experience:
35+ Hours of High-Quality Learning
Gain access to over 35 hours of instructor-led and self-paced video content, curated by experienced ServiceNow professionals.
Real-time Projects & Assignments
Work on 2 end-to-end ServiceNow projects and over 20 hands-on assignments to solidify your understanding of platform implementation and configuration.
Lifetime LMS Access
Enroll once and enjoy lifetime access to our Learning Management System (LMS), including presentations, downloadable resources, and future content updates.
24/7 Technical Support
Our dedicated support team is available around the clock to assist you with queries, project help, or certification preparation.
Certification Guidance & Job Assistance
We prepare you to clear the official ServiceNow certification exams and offer placement support through resume preparation, mock interviews, and job referrals.
ServiceNow Online Course – Who Can Join?
Our ServiceNow training is suitable for:
- IT professionals aiming to shift to ServiceNow roles
- System Administrators and Developers
- Fresh graduates with basic knowledge of databases and IT concepts
- Support engineers transitioning into ITSM/ITOM roles
- Project managers, consultants, or business analysts seeking domain knowledge
No prior experience with ServiceNow is required—our trainers cover the concepts from scratch and guide you through to advanced development.
Prerequisites
There are no strict prerequisites to take this course. However, familiarity with:
- Basic database concepts
- Understanding of web applications
- Programming logic (JavaScript is a plus)
will be helpful.
What You Will Learn – ServiceNow Training Syllabus
Our course syllabus is structured to build your skills step-by-step from basic admin functions to advanced scripting and integrations.
Introduction to ServiceNow
- What is ServiceNow?
- Cloud Computing: SaaS, PaaS concepts
- Overview of ITIL & ITSM framework
- Use cases of ServiceNow in industries
ServiceNow Architecture & Navigation
- Exploring the UI and dashboard
- Application scope and modules
- Understanding tables, records, and forms
- Role-based access control (RBAC)
Exploring the UI and Dashboard
When you start using ServiceNow, the first thing you encounter is its User Interface (UI), designed to be intuitive and user-friendly for IT professionals and business users alike. The UI serves as the gateway to all ServiceNow applications and modules, allowing users to interact with the platform's various features efficiently.
The ServiceNow Dashboard is a central part of the UI where users can access personalized information at a glance. It displays important metrics, reports, notifications, and quick links to frequently used applications or tasks. The dashboard can be customized to show widgets like Incident Status, Service Requests, Knowledge Articles, or Performance Analytics, depending on the user’s role and preferences.
Navigating the UI involves understanding the Application Navigator, which is a menu on the left side of the screen listing all available applications and modules. Users can quickly search for specific records, forms, or reports using the global search bar, enhancing productivity and reducing time spent navigating.
ServiceNow’s UI supports responsive design, ensuring a consistent experience across devices—whether you access it via desktop, tablet, or mobile. It also allows users to personalize their workspace by rearranging widgets, saving filters, and creating shortcuts, making day-to-day operations more streamlined.
Application Scope and Modules
ServiceNow is a powerful platform that organizes its functionalities into Applications and Modules to streamline IT and business processes.
An Application in ServiceNow is a container or package that groups together related functionalities, configurations, and data. Each application addresses a specific business domain such as IT Service Management (ITSM), IT Operations Management (ITOM), Human Resources, Security Operations, and more.
Within each application, there are Modules, which are specific functionalities or sections that users interact with to perform tasks. For example, within the ITSM application, you might find modules like Incident Management, Problem Management, Change Management, and Service Catalog. Each module provides a focused interface and workflow for managing related activities.
The Application Scope defines the boundaries and permissions of an application, isolating it from others. This scope is critical for customization and development, ensuring that scripts, tables, and components within one application do not interfere with others. It also helps with application version control and upgrades, maintaining platform stability.
Understanding the application scope and module hierarchy is essential for effective administration and development on the ServiceNow platform, enabling organizations to tailor their ServiceNow instance to specific operational needs while maintaining order and security.
Understanding Tables, Records, and Forms
At the core of ServiceNow’s data architecture are Tables, Records, and Forms—the fundamental building blocks of data storage, entry, and display.
- Tables in ServiceNow are similar to database tables where data is stored in rows and columns. Each table contains fields (columns) that store specific pieces of information. For example, the Incident table holds all incident records with fields such as Incident Number, Caller, Description, Priority, and Status.
- Records are individual entries within a table—essentially one row of data. For instance, one record in the Incident table corresponds to a single incident reported by a user.
- Forms are the user interface for viewing and editing records. When you open a record, the form displays the fields that belong to that record, allowing users to input or update data easily. Forms are highly customizable, enabling organizations to add, remove, or reorder fields, include related lists, and apply UI policies or scripts to enhance user experience and data validation.
ServiceNow also supports list views, which display multiple records from a table in a tabular format, allowing users to filter, sort, and group data efficiently.
Understanding how tables, records, and forms interconnect helps users and developers effectively manage data within the platform and build applications that streamline business processes.
Role-Based Access Control (RBAC)
Security is a paramount concern in any enterprise platform, and ServiceNow addresses this with a robust Role-Based Access Control (RBAC) system. RBAC restricts system access to authorized users based on their assigned roles, ensuring that individuals only see and interact with data and functions relevant to their job responsibilities.
- Roles in ServiceNow define a set of permissions that can be assigned to users or groups. For example, a user with the ITIL role may have permission to create and update incident records, whereas a user with the Admin role has broader system configuration privileges.
- Access to applications, modules, tables, and even individual records is controlled through roles and associated permissions. This granular control helps protect sensitive information and maintains compliance with organizational policies and regulatory standards.
- RBAC operates by checking a user’s roles when they try to access data or perform actions. If the user’s roles match the required permissions, access is granted; otherwise, it is denied.
- Beyond roles, ServiceNow implements Access Control Rules (ACLs) which define specific conditions and scripts that govern read, write, create, or delete permissions on data. ACLs work in conjunction with RBAC to provide fine-tuned security controls.
Effectively implementing RBAC helps organizations minimize security risks, prevent unauthorized changes, and provide a tailored user experience where users interact only with the data and features they need.
A solid understanding of the ServiceNow UI and Dashboard, Application Scope and Modules, Tables, Records, and Forms, and Role-Based Access Control (RBAC) is foundational for any ServiceNow user or administrator. These components collectively enable smooth navigation, efficient data management, secure access, and customized application deployment, making ServiceNow a versatile and powerful platform for IT service management and enterprise automation.
Basic Administration
- Creating users, roles, and groups
- Configuration vs Customization
- Dictionary overrides and field settings
- Data import sets and update sets
Advanced Administration
- SLA management and business rules
- Notifications, email templates
- Scheduled jobs and UI policies
- Performance analytics setup
Client & Server-Side Scripting
- GlideForm and GlideUser APIs
- Business rules, client scripts
- Script includes and scheduled scripts
- ServiceNow script debugger
Service Catalog & Workflows
- Designing catalog items and categories
- Variable types and record producers
- Building approval and task workflows
- Using Flow Designer for automation
Incident, Problem & Change Management
- Incident lifecycle and SLA tracking
- Problem identification and root cause analysis
- Change requests and CAB approvals
- Managing risk and compliance
Incident Lifecycle and SLA Tracking
In IT Service Management (ITSM), Incident Management is a critical process that ensures any disruption to normal service operations is addressed promptly to minimize impact on business activities. The Incident Lifecycle refers to the sequence of stages an incident goes through from its initial reporting to final resolution and closure.
The life cycle typically includes:
- Incident Detection and Logging: Incidents can be reported by end-users through various channels such as phone, email, or a self-service portal. Once reported, the incident is logged into the system, capturing essential details like the affected service, user information, and a description of the issue.
- Categorization and Prioritization: Proper categorization helps route the incident to the right support team, while prioritization determines the urgency and impact to decide the order of handling incidents.
- Initial Diagnosis: The service desk or support team performs an initial assessment to identify possible causes or quick fixes.
- Escalation: If the service desk cannot resolve the incident immediately, it escalates the issue to specialized support groups or higher-level technicians.
- Investigation and Diagnosis: Detailed analysis is performed to understand the problem and find an appropriate solution.
- Resolution and Recovery: Once the root cause is addressed or a workaround is applied, the incident is resolved, and the service is restored.
- Closure: After confirming with the user that the service is functioning normally, the incident is formally closed.
Throughout the incident lifecycle, SLA (Service Level Agreement) tracking plays a vital role. SLAs are predefined agreements between the IT service provider and the customer that define acceptable service standards, such as response time and resolution time for incidents. SLA tracking ensures incidents are handled within these agreed timelines.
ServiceNow and similar platforms automatically monitor SLA timers, alerting support teams if an incident is approaching or breaching its SLA targets. This proactive management helps maintain customer satisfaction and operational efficiency by prioritizing incidents that risk breaching SLAs.
Problem Identification and Root Cause Analysis
While incident management focuses on quickly restoring service, Problem Management aims to identify the underlying causes of recurring incidents to prevent future occurrences. Problems are the unknown causes of one or more incidents.
The problem management process involves:
- Problem Detection: Problems can be identified proactively through trend analysis of incidents or reactively from major incidents that expose deeper issues.
- Logging and Categorization: Problems are logged and categorized similarly to incidents but typically require more detailed investigation.
- Root Cause Analysis (RCA): This is the critical step where the underlying cause of the problem is identified. Techniques such as the Five Whys, Fishbone diagrams (Ishikawa), or Fault Tree Analysis are often used to systematically explore potential causes.
- Workaround Development: While working on a permanent fix, a temporary workaround may be provided to reduce the impact on users.
- Problem Resolution and Closure: Once the root cause is identified and resolved, the problem is closed. This often involves changes in infrastructure, processes, or software.
Effective problem management reduces incident volume and improves service quality. It also involves maintaining a Known Error Database (KEDB) that stores information about problems, root causes, and workarounds to assist faster incident resolution in the future.
Change Requests and CAB Approvals
In IT environments, resolving problems or improving services often requires modifications to infrastructure, applications, or processes. These modifications are managed through Change Management.
A Change Request (CR) is a formal proposal to modify any component of the IT environment. The goal is to implement changes with minimal disruption while maintaining service integrity.
The Change Management process typically includes:
- Request Submission: A change request is submitted, describing the nature, reason, and expected impact of the change.
- Assessment and Planning: Change managers and technical teams assess the change’s risk, impact, and resource requirements. They develop implementation and rollback plans.
- Approval Process - Change Advisory Board (CAB): The CAB is a group of stakeholders representing business, IT, and management who review and approve or reject change requests based on their risk and alignment with business objectives. CAB meetings ensure that changes are carefully evaluated before implementation.
- Change Implementation: Once approved, the change is scheduled and implemented following the plan.
- Post-Implementation Review: After implementation, the change is reviewed to confirm it achieved the desired outcome without adverse effects.
- Closure: The change request is closed once the implementation is successful and documented.
Change management minimizes the risk of service disruptions caused by poorly planned or unauthorized changes, ensuring business continuity and compliance.
Managing Risk and Compliance
In modern IT organizations, managing risk and ensuring compliance are fundamental for maintaining trust, security, and regulatory adherence.
- Risk Management involves identifying, assessing, and mitigating potential threats that could negatively impact IT services or business operations. Risks can arise from technology failures, cyber-attacks, human errors, or regulatory breaches.
- Effective risk management in IT includes continuous monitoring, regular audits, and implementing controls such as access restrictions, backup systems, and incident response plans.
- Compliance means adhering to laws, regulations, and internal policies relevant to IT and data management. Common compliance frameworks include GDPR, HIPAA, ISO 27001, and SOX.
ServiceNow helps manage risk and compliance through:
- Policy Management: Defining IT policies and automating their enforcement through workflows.
- Audit Trails: Maintaining logs of system activities, changes, and access for transparency and forensic analysis.
- Risk Assessment Tools: Providing dashboards and reports to identify high-risk areas and prioritize mitigation.
- Automated Controls: Using automated workflows to ensure processes comply with required standards and reduce manual errors.
- Incident and Problem Management Integration: Linking risk events to incidents or problems helps identify and address vulnerabilities proactively.
By integrating risk and compliance management into everyday IT operations, organizations can reduce exposure to threats, ensure regulatory compliance, and maintain business reputation.
Understanding the Incident Lifecycle and SLA Tracking ensures rapid resolution of service disruptions while maintaining accountability through agreed service levels. The Problem Identification and Root Cause Analysis process helps eliminate recurring issues by uncovering underlying causes and implementing long-term solutions. Change Requests and CAB Approvals formalize modifications to IT infrastructure to reduce risks and service interruptions. Lastly, Managing Risk and Compliance safeguards the organization by proactively identifying threats and ensuring adherence to legal and regulatory requirements.
Together, these processes form the backbone of effective IT service management, enhancing operational stability, customer satisfaction, and strategic governance.
Knowledge Management
- Creating and publishing knowledge articles
- Article workflows and access permissions
- Integration with incidents and service catalog
Integrations & APIs
- IntegrationHub and REST APIs
- LDAP, SSO, and MID Server setup
- Outbound web services and connectors
Reports & Dashboards
- Creating performance analytics dashboards
- Building custom reports and data visualizations
ServiceNow Certification Preparation
- Exam pattern and mock questions
- Tips to pass Certified System Administrator (CSA) exam
Real-World Projects Covered
You’ll work on 2 major live projects designed to simulate real-world business environments:
IT Service Desk Management
Build a complete Service Desk system using ServiceNow that includes Incident Management, Knowledge Base, and SLA tracking.
Custom Service Catalog & Workflow
Design a fully functional multi-level approval workflow integrated with the Service Catalog, showing end-to-end automation.
Certification & Placement Support
Upon completing the training, you will receive a Course Completion Certificate from Online IT Guru. We also help you prepare for the official ServiceNow CSA Certification, including:
- CSA mock tests and sample questions
- One-on-one mentorship
- Doubt-clearing sessions
Additionally, our job assistance program connects you with 200+ companies globally. We support you with:
- Resume creation
- Interview coaching
- HR referrals and placement guidance
FAQs – ServiceNow Online Training
1. What is ServiceNow and why should I learn it?
ServiceNow is a leading cloud-based platform for automating ITSM, ITOM, HR, and business workflows. Learning ServiceNow can significantly boost your IT career by opening doors to high-paying roles like ServiceNow Developer, Admin, and Consultant.
2. Who can enroll in the ServiceNow online course?
This course is ideal for IT professionals, system administrators, fresh graduates, software developers, and anyone interested in cloud-based IT service management and automation.
3. What are the prerequisites for learning ServiceNow?
There are no strict prerequisites. However, having a basic understanding of IT concepts, databases, or JavaScript can be helpful for faster learning.
4. Will I get a certificate after completing the ServiceNow course?
Yes, you'll receive a course completion certificate from Online IT Guru. We also guide you in preparing for the official ServiceNow Certified System Administrator (CSA) exam.
5. Do you offer real-time project experience in the training?
Absolutely. Our ServiceNow training includes hands-on projects and real-world use cases to ensure you gain practical skills relevant to industry needs.
6. Can I get job placement assistance after completing the course?
Yes. We provide 100% job assistance which includes resume building, interview preparation, and referrals to partner companies actively hiring ServiceNow professionals.
7. What is the duration of the ServiceNow online course?
The course duration is approximately 4 to 6 weeks, depending on your learning mode (weekday or weekend batch) and pace of completion.
8. Is this ServiceNow course suitable for beginners?
Yes. Our trainers start from the basics and gradually move to advanced topics, making it ideal for both freshers and experienced IT professionals.
9. What training modes are available for this course?
We offer self-paced, live instructor-led, and corporate training modes. Choose the one that best fits your schedule and learning preference.
10. Will I have lifetime access to the training materials?
Yes. Enrolling in this course gives you lifetime access to our Learning Management System (LMS), including video lectures, PDFs, and future course updates.