Master ServiceNow – Become an Expert in IT Service Management (ITSM)

In today’s fast-paced IT landscape, businesses rely on ServiceNow to automate workflows, manage
IT services, and provide exceptional service delivery across departments. Encode-IT’s ServiceNow
course is designed to equip you with the knowledge and practical skills required to use the powerful
ServiceNow platform for efficient IT service management, operations, and more.

Whether you're a beginner in ITSM or an experienced IT professional looking to enhance your
ServiceNow skills, this course will provide the expertise to help you implement, configure, and
maintain the platform effectively. By mastering ServiceNow, you’ll improve service delivery,
automate processes, and optimize business workflows.

Course Overview
This comprehensive course covers key aspects of ServiceNow, a leading ITSM tool that supports a
wide array of IT service management processes, including Incident, Problem, Change, Asset, Service
Catalog, and Configuration Management. In this hands-on training program, you will learn how to
leverage ServiceNow’s capabilities to enhance service delivery, integrate with other tools, and
automate business workflows.

The course also includes practical modules on ServiceNow’s configuration and customization, as well
as reporting and analytics. By the end of this course, you will be proficient in ServiceNow’s essential
features and have a deep understanding of how it enhances IT service management efficiency.

Salary Outlook in India
ServiceNow professionals are in high demand as more organizations adopt this leading ITSM
platform. In India, salaries for professionals skilled in ServiceNow can range from ₹7,00,000 to
₹20,00,000 annually, depending on experience and role. Experienced professionals, including
ServiceNow Administrators, Developers, and Consultants, command higher salaries, especially in
organizations leveraging ServiceNow for critical business operations.

Encode-IT Offers Placement Assistance & Certification in India
Upon successful completion of the ServiceNow course, you will receive a globally recognized
certification that will significantly enhance your career prospects. Encode-IT also provides placement
assistance, including resume building, job referrals, and interview coaching to help you secure a role
in IT service management or ServiceNow-specific positions.

Course Curriculum:

1. Introduction to ServiceNow and ITSM
 What is ServiceNow? An overview of the platform and its core capabilities.
 ITSM Overview: Introduction to IT service management (ITSM) and how ServiceNow fits into
modern IT operations.
 ServiceNow Architecture: Learn about the underlying structure and components of
ServiceNow, including its cloud infrastructure and data models.
 ServiceNow Modules: Introduction to the main modules such as Incident Management,
Problem Management, Change Management, and Service Catalog.

2. Incident Management in ServiceNow
 Incident Management Overview: How ServiceNow supports the logging, categorization, and
prioritization of incidents.
 Incident Lifecycle: Learn the key stages of incident management, from detection and
resolution to closure.
 Automation in Incident Management: Implement automated workflows for ticket
generation, escalation, and resolution.
 Reporting Incidents: Using ServiceNow’s reporting features to track incident metrics and
performance.

3. Problem Management in ServiceNow
 Problem Management Overview: The process of identifying and managing problems that
cause recurring incidents.
 Problem Lifecycle: From problem detection to root cause analysis and resolution.
 Integration with Incident Management: How ServiceNow integrates Problem Management
with Incident Management for effective service delivery.
 Problem Resolution Automation: Automating workflows for problem identification and
resolution using ServiceNow.

4. Change Management in ServiceNow
 Change Management Process: How to initiate, assess, approve, and implement changes in
IT environments.
 Change Lifecycle in ServiceNow: Learn how to manage change requests and approvals.
 Change Risk Assessment: Assessing the potential impact and risks of changes before
implementation.
 Automating Change Workflows: Configuring workflows in ServiceNow to automate the
change management process.

5. Service Catalog Management in ServiceNow
 Service Catalog Overview: Learn how to create and manage a service catalog in ServiceNow,
offering services to end users.
 Configuring Catalog Items: How to create and manage service catalog items, including
service requests and access requests.
 Service Request Fulfillment: Automating the service request process, from user request to
fulfillment.
 Configuring User Access: How to manage user roles and permissions for service requests.

6. Configuration Management in ServiceNow
 Configuration Management Overview: Managing Configuration Items (CIs) and
understanding the Configuration Management Database (CMDB).

 CMDB Setup and Configuration: How to set up and configure the CMDB in ServiceNow to
track IT assets and relationships.
 Managing CIs: Creating, updating, and managing CIs in the CMDB to ensure accurate
tracking of assets.
 CMDB and ITIL Integration: How CMDB integrates with other ITIL processes like Incident and
Change Management.

7. Asset Management in ServiceNow
 Asset Management Overview: Managing the lifecycle of IT assets, from procurement to
disposal.
 Asset Discovery: How to automatically discover and track assets in ServiceNow.
 Integrating Asset Management with Other ITSM Processes: Linking asset management to
incident, change, and problem management.
 Reporting on Assets: Generating reports to monitor asset performance and usage.

8. ServiceNow Administration
 System Administration Basics: How to configure and manage ServiceNow as an
administrator.
 User and Role Management: Setting up users, groups, roles, and permissions to manage
access to the platform.
 Creating and Managing Applications: How to create and manage custom applications in
ServiceNow.
 Configuring Notifications and Alerts: Setting up notifications to keep users informed about
important updates in the system.

9. ServiceNow Customization and Development
 ServiceNow Scripting: Introduction to scripting in ServiceNow for automating workflows and
customizing the platform.
 UI Customization: Customizing ServiceNow’s user interface to improve the user experience.
 Building Business Rules: Learn how to create business rules to automate processes and
enforce policies.
 Integration with External Systems: How to integrate ServiceNow with third-party systems
using APIs, web services, and connectors.

10. Reporting and Analytics in ServiceNow
 ServiceNow Reporting Tools: Learn how to create customized reports and dashboards.
 Performance Analytics: Using ServiceNow's Performance Analytics to track key performance
indicators (KPIs) and service metrics.
 Creating Dashboards: Building personalized dashboards to visualize important data and
service metrics.

 Advanced Reporting: Learn advanced techniques to analyze trends, identify bottlenecks,
and measure performance.

11. ServiceNow Integration with Other Tools
 Integrating ServiceNow with Other ITSM Tools: How to integrate ServiceNow with other
tools in your IT environment.
 Third-Party Application Integration: Using REST and SOAP web services for integrating
ServiceNow with external systems.
 Data Migration: Techniques for migrating data from legacy systems into ServiceNow.

12. Exam Preparation and Certification
 Review of Key Concepts: A comprehensive review of all course materials to prepare for the
ServiceNow certification exam.
 Practice Exams and Sample Questions: Mock exams and practice questions to help test your
understanding and readiness.
 Final Exam and Certification: After successfully completing the course and exam, you will
receive a globally recognized certification in ServiceNow.

Key Features of the Course:
 Comprehensive Curriculum: Covering everything from basic ServiceNow administration to
advanced customization and integration techniques.
 Hands-on Training: Get practical experience with ServiceNow’s modules, features, and
automation capabilities.
 Expert Instruction: Learn from experienced professionals with deep expertise in IT service
management and ServiceNow.
 Certification-Ready: Prepare for the ServiceNow certification exams, which are recognized
worldwide.
 Career Support: Receive career support including resume building, interview coaching, and
job referrals.
 Flexible Learning: Online, offline, and hybrid learning formats to fit your schedule and
learning preferences.

Key Roles in ServiceNow ITSM:
1. ServiceNow Administrator – Manage the configuration, customization, and maintenance of
the ServiceNow platform.
2. ServiceNow Developer – Design and develop custom workflows, scripts, and applications in
ServiceNow.

3. ITSM Consultant – Advise businesses on how to implement ITIL best practices using
ServiceNow to optimize IT service delivery.
4. Incident Manager – Oversee the incident management process and ensure prompt
resolution of IT incidents.
5. Change Manager – Manage and oversee the change management process, ensuring changes
are executed with minimal risk.
6. Service Catalog Manager – Configure and maintain the service catalog to deliver services
effectively to end-users.
7. Configuration Manager – Manage and track Configuration Items (CIs) and ensure the
integrity of the CMDB.
8. Asset Manager – Oversee IT asset management, including lifecycle tracking and reporting.

Get Started with ServiceNow Today!
Become an expert in ServiceNow with Encode-IT’s comprehensive training and get ready to take
your IT service management skills to the next level. Enhance your career with globally recognized
certification and unlock career opportunities in ITSM and ServiceNow-specific roles. Enroll today and
transform your career with ServiceNow!