Are you a fresher eager to start a career in IT service management or enterprise cloud computing? Online IT Guru’s ServiceNow Training for Freshers is your perfect gateway to enter the fast-growing ServiceNow ecosystem. With top-notch mentorship, hands-on projects, certification guidance, and real-world exposure, this training equips you with everything you need to launch a successful career as a ServiceNow developer or administrator.
Why Choose ServiceNow as a Fresher?
ServiceNow is one of the most in-demand platforms in the ITSM (IT Service Management) and enterprise automation industry. Thousands of organizations, including Fortune 500 companies, use ServiceNow for digital workflows, cloud service delivery, and IT operations. Freshers entering this field are stepping into a high-growth market with outstanding career potential.
Benefits of learning ServiceNow as a fresher:
- Entry into cloud and SaaS-based platforms
- High-paying job roles like ServiceNow Developer, Admin, and Consultant
- Ample job openings globally
- Easy to learn for beginners with basic IT knowledge
- Strong support from the ServiceNow developer community
About Online IT Guru’s ServiceNow Training for Freshers
At Online IT Guru, we offer an industry-aligned ServiceNow Online Training designed specifically for beginners. This course helps freshers with zero or limited IT knowledge understand core concepts like cloud computing, ITSM, platform development, and scripting in ServiceNow. Our comprehensive curriculum covers all modules required to build a strong foundation and ace the ServiceNow Certified System Administrator (CSA) exam.
Course Highlights:
- 35+ Hours of Instructor-Led Live Training
- Real-time Projects and Assignments
- 12+ Downloadable Resources and Cheat Sheets
- 24/7 Support and Mentorship
- Lifetime Access to LMS and Recordings
- Free Demo Class for Freshers
- ServiceNow Certification Guidance
- 100% Placement Assistance
What You’ll Learn – ServiceNow Beginner Syllabus
Our curriculum is beginner-friendly and includes practical exercises, examples, and live projects. Here's a snapshot of what you’ll master:
Module 1: Introduction to ServiceNow
- Overview of ServiceNow platform
- ServiceNow architecture
- SaaS and PaaS concepts
- Understanding ITSM, ITOM, ITBM
Overview of the ServiceNow Platform
ServiceNow is a cloud-based platform that provides digital workflows to improve service delivery across IT, employee, and customer experiences. It started primarily as an IT Service Management (ITSM) solution but has now evolved into a full-fledged enterprise service management (ESM) platform that supports a wide range of business functions.
Key Functions of the ServiceNow Platform:
IT Service Management (ITSM) – Manage incidents, problems, and change requests efficiently.
IT Operations Management (ITOM) – Monitor infrastructure and ensure high availability.
IT Business Management (ITBM) – Align IT with business goals through strategic planning.
HR Service Delivery (HRSD) – Streamline HR processes and onboarding workflows.
Customer Service Management (CSM) – Deliver better support to end customers.
Security Operations (SecOps) – Automate threat detection and incident response.
ServiceNow offers a centralized platform called the Now Platform where these modules are integrated into a single environment, helping different departments work collaboratively using real-time data and automation.
ServiceNow Architecture
Understanding the architecture of ServiceNow is crucial, especially for freshers stepping into development or administration roles. The ServiceNow architecture is multi-tiered and cloud-native, built to scale for enterprise needs while maintaining performance and security.
1. User Interface Layer:
This is the topmost layer where end-users, agents, and administrators interact with the platform. It includes:
- Web interface (GUI)
- Mobile app interface
- Service portals and dashboards
2. Application Layer:
This middle layer contains:
- Applications and modules like ITSM, ITOM, etc.
- Custom apps built using ServiceNow Studio
- Logic through business rules, client scripts, and workflows
3. Data Layer:
This bottom layer manages:
- Tables and records (relational database)
- CMDB (Configuration Management Database)
- Data integrity, security, and encryption
4. Integration Layer:
This layer supports:
- APIs (REST, SOAP)
- Connectors to external tools like Jira, Azure, Slack
- Data imports via MID Servers
Key Features of ServiceNow Architecture:
- Multi-instance architecture – Every customer has a dedicated instance.
- Single data model – Ensures consistency across all apps.
- Scalable microservices – Optimized for large-scale enterprise use.
- AI & ML capabilities – Predictive intelligence for task automation.
SaaS and PaaS Concepts
To fully grasp ServiceNow’s delivery model, it’s important to understand the two foundational cloud computing models it uses: Software as a Service (SaaS) and Platform as a Service (PaaS).
Software as a Service (SaaS):
- In this model, ServiceNow provides pre-built applications like ITSM, HRSD, and CSM to end users via the cloud.
- There is no need to install software or manage infrastructure.
- ServiceNow handles maintenance, updates, and security, allowing businesses to focus on usage, not setup.
Example: A company uses ServiceNow’s Incident Management module (a SaaS offering) to track and resolve IT issues.
Platform as a Service (PaaS):
- ServiceNow offers the Now Platform as a PaaS, allowing developers to build custom apps tailored to specific business needs.
- It provides tools like App Engine, Flow Designer, and IntegrationHub.
- With PaaS, you get the flexibility to create applications without worrying about the underlying OS, database, or servers.
Example: A developer uses ServiceNow Studio to build a custom leave management app for the HR department.
Summary:
- SaaS = Ready-made apps
- PaaS = Build your own apps
Understanding ITSM, ITOM, ITBM in ServiceNow
Let’s dive deeper into the three major ServiceNow modules that freshers should be familiar with: ITSM, ITOM, and ITBM.
ITSM (IT Service Management)
ITSM refers to the processes and tools used to deliver IT services to users. ServiceNow ITSM automates and manages key processes like:
- Incident Management: Logging and resolving IT issues
- Problem Management: Identifying root causes of recurring issues
- Change Management: Tracking changes in systems without disruptions
- Request Management: Handling employee requests (hardware, access)
Why it matters: ITSM improves efficiency, minimizes downtime, and ensures SLAs are met.
ITOM (IT Operations Management)
ITOM focuses on maintaining infrastructure health, improving visibility, and preventing outages. ServiceNow ITOM includes:
- Discovery: Scanning network devices and mapping them in CMDB
- Event Management: Monitoring systems and alerting admins about anomalies
- Orchestration: Automating repetitive tasks like server reboots or user provisioning
Why it matters: ITOM ensures service uptime, automates routine work, and supports incident response.
ITBM (IT Business Management)
ITBM is about aligning IT with business goals. It enables better project planning, budgeting, and resource management.
Core components include:
- Project Portfolio Management (PPM): Plan and track IT projects
- Application Portfolio Management (APM): Evaluate app performance and ROI
- Agile Development: Plan sprints, backlogs, and manage releases
Why it matters: ITBM helps decision-makers prioritize IT investments and maximize business value.
For freshers aiming to start a career with ServiceNow, understanding these fundamentals—platform overview, architectural layers, SaaS/PaaS differences, and major modules like ITSM, ITOM, and ITBM—is essential. With these concepts in place, you'll be well-equipped to dive deeper into ServiceNow development, administration, or even pursue certification like the CSA (Certified System Administrator).
This foundational knowledge not only boosts your learning curve but also increases your employability in one of the most in-demand technology domains today.
Module 2: ServiceNow Administration Basics
- Navigating the ServiceNow interface
- Creating and managing users, roles, and groups
- Tables, forms, and fields
- Basic workflow configuration
Module 3: ServiceNow Development for Freshers
- Business rules and client scripts
- Script includes and UI policies
- GlideRecord and scripting fundamentals
- Introduction to Service Portal
Business Rules and Client Scripts
Business Rules
Business Rules are server-side scripts that execute whenever records are inserted, updated, deleted, or queried in ServiceNow. They allow you to enforce data integrity and implement complex logic automatically on the backend.
- Where they run: On the server, within the database transaction.
- When they trigger: Before or after database actions like insert, update, or delete.
- Purpose: Validate data, modify fields, enforce security, or trigger other processes like notifications or workflows.
Example: When a new incident is created, a business rule can automatically assign it to a particular support group based on the issue category.
Client Scripts
Client Scripts are scripts that run in the user’s browser, allowing you to customize form behavior and improve user interaction dynamically.
- Where they run: On the client side (browser).
- When they trigger: On form load, change, submit, or on specific user events.
- Purpose: Show/hide fields, make fields mandatory, validate inputs before submission, or dynamically change UI elements.
Example: If the user selects “High Priority” on a form, a client script might display an urgent notification or make certain fields mandatory.
Script Includes and UI Policies
Script Includes
Script Includes are reusable server-side JavaScript classes or functions that can be called from other server-side scripts such as Business Rules or REST APIs.
- Purpose: Promote code modularity and reuse by defining common functions in one place.
- Usage: Avoid duplication and keep your code organized and maintainable.
Example: A Script Include might contain a function to calculate SLA deadlines that can be used by multiple business rules or scheduled jobs.
UI Policies
UI Policies are an alternative to client scripts but designed primarily to control the behavior of forms without heavy scripting.
- What they do: Dynamically make fields visible, read-only, or mandatory based on conditions.
- Advantages: Easier to configure with a point-and-click interface, less error-prone compared to client scripts.
Example: A UI policy could make the “Resolution Notes” field mandatory only when the incident state is set to “Resolved.”
GlideRecord and Scripting Fundamentals
GlideRecord
GlideRecord is the core API in ServiceNow that allows you to interact with the platform’s database through server-side JavaScript.
- What it does: Enables you to query, insert, update, and delete records in ServiceNow tables programmatically.
- How it works: Acts like a wrapper around database operations using JavaScript syntax.
Example: You might write a GlideRecord query to find all open incidents assigned to a specific user and update their priority.
Scripting Fundamentals
Besides using specific APIs like GlideRecord, understanding JavaScript basics (variables, functions, loops, conditional statements) is essential since ServiceNow scripting is entirely JavaScript-based.
- Write efficient, maintainable code.
- Use best practices to optimize performance and avoid errors.
- Combine server-side and client-side scripts to automate workflows and improve the UI.
Introduction to Service Portal
Service Portal is ServiceNow’s modern, user-friendly interface for delivering IT and business services to end-users.
- Built using AngularJS and Bootstrap.
- Provides a customizable self-service experience.
- Allows users to submit requests, report issues, browse knowledge articles, and track tickets in an intuitive way.
Why Service Portal matters:
- Simplifies complex workflows into easy-to-use web pages.
- Improves end-user satisfaction and reduces support costs.
- Enables developers to create widgets, themes, and custom pages with reusable components.
Summary
- Business Rules: Server-side logic triggered by database operations.
- Client Scripts: Browser-side scripts for dynamic form behavior.
- Script Includes: Reusable server-side code libraries.
- UI Policies: Declarative rules to control form field behavior without scripting.
- GlideRecord: Core API for database interactions using JavaScript.
- Service Portal: Customizable user interface for service delivery.
Mastering these elements equips you with the ability to build powerful, automated, and user-friendly ServiceNow applications—laying a strong foundation for your ServiceNow developer or administrator journey.
Module 4: ServiceNow Integration Concepts
- REST and SOAP APIs overview
- Data import/export
- Integration with third-party apps (like Jira, Slack, etc.)
Module 5: Real-Time Projects and Case Studies
- Hands-on project: Incident Management System
- Mini-project: Self-service Request Portal
By the end of this ServiceNow course for beginners, you’ll be confident in using the platform, customizing modules, writing scripts, and preparing for the CSA certification.
Who Should Take This Training?
This training is tailor-made for:
- Final-year students and fresh graduates (B.Tech, B.Sc, BCA, MCA)
- Non-programmers interested in a tech career
- Entry-level job seekers in IT support, cloud computing, or system admin roles
- Anyone who wants to start their journey with ServiceNow from scratch
Prerequisites: No prior experience required. Basic understanding of computers and databases is a plus.
Certification Support – Become ServiceNow Certified
We prepare you for the official ServiceNow CSA Certification (Certified System Administrator). This globally recognized certification is a great starting point to validate your skills and boost employability.
Online IT Guru’s Certification Support Includes:
- Mock exams and quizzes
- Interview preparation
- Resume building for ServiceNow job profiles
- Exam registration guidance
Frequently Asked Questions (FAQs)
1. What are the prerequisites for enrolling in the ServiceNow training?
No prior experience is required. A basic understanding of IT concepts is beneficial but not mandatory.
2. Is the training suitable for non-technical backgrounds?
Yes, the course is structured to accommodate learners from diverse backgrounds, including non-technical fields.
3. How do I access the course materials?
Upon enrollment, you'll receive credentials to access the Learning Management System (LMS), where all materials are available.
4. Will I receive a certificate after completion?
Yes, a certificate of completion will be awarded, which can be added to your resume and LinkedIn profile.
5. Are there any live projects included?
Yes, the course includes two real-world projects to provide hands-on experience.
6. What support is available during the course?
24x7 support is provided to address any queries or technical issues you may encounter.
7. Can I access the course on mobile devices?
Yes, the LMS is mobile-friendly, allowing you to learn on the go.
8. Is there any job placement assistance?
Yes, Online IT Guru offers job assistance, including resume building and interview preparation.
9. How long will I have access to the course materials?
You will have lifetime access to all course materials and resources.
10. Are there any discounts available?
Online IT Guru offers various discounts for group enrollments and referrals.