ServiceNow: IT Service Management, Cloud Operations & Digital Workflows
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ServiceNow: Mastering IT Service Management & Digital Workflows
ServiceNow is the platform of record for IT operations at over 85% of Fortune 500 companies. From IT Service Management (ITSM) to cloud operations, security operations, and HR service delivery, ServiceNow is the digital backbone of enterprise operations. This completely free course teaches you to configure, administer, and build on the ServiceNow platform.
Kehinde Ogunlowo brings operational expertise to help you understand how ServiceNow integrates with cloud infrastructure, DevOps toolchains, and security operations to create unified digital workflows.
What You Will Learn
- ServiceNow Platform Fundamentals: Instance navigation, tables, forms, lists, filters, and the underlying data architecture
- IT Service Management (ITSM): Incident, Problem, Change, Request, and Knowledge Management aligned with ITIL 4 practices
- CMDB & Asset Management: Configuration Management Database design, discovery, service mapping, and hardware/software asset tracking
- Cloud Operations: Cloud Management Platform, cloud provisioning, cost governance, and multi-cloud resource visibility
- Security Operations (SecOps): Security Incident Response, Vulnerability Response, Threat Intelligence integration, and SOC workflows
- IT Operations Management (ITOM): Event Management, health log analytics, service mapping, and AIOps capabilities
- Flow Designer & Automation: Building no-code/low-code workflows, integration hubs, and automated processes
- ServiceNow Development: Scripting (GlideRecord, Business Rules, Client Scripts), REST API integration, and custom application development
Who This Course Is For
IT support professionals advancing their careers. ITSM practitioners modernizing their toolset. Cloud engineers who need ServiceNow integration skills. Security analysts building SOC workflows. Anyone preparing for ServiceNow certifications (CSA, CIS-ITSM, CAD).
Prerequisites
Basic IT operations understanding. Familiarity with ITIL concepts is helpful but not required. No prior ServiceNow experience needed.
Career Outcomes
ServiceNow skills are among the highest-paying in IT operations. This course prepares you for ServiceNow Administrator ($80K-$130K), ServiceNow Developer ($90K-$155K), ITSM Process Manager ($85K-$140K), and ServiceNow Architect ($130K-$200K) roles.
Continue Your Learning
Integrate ServiceNow with cloud platforms through our AWS, Azure, and GCP courses. Align your ITSM practices with compliance through our GRC & Cybersecurity course. Explore our shop for ITSM templates and workflow automation tools.
Free. Industry-essential. ServiceNow expertise opens doors at the world’s largest organizations. Start learning today.
What You’ll Learn
Module 1: ServiceNow Platform Fundamentals
- ServiceNow Platform Architecture & Navigation — Understand the Now Platform architecture: instance types, tables, modules, and application scopes. Navigate the platform,…
- User Administration & Access Control — Configure users, groups, roles, and Access Control Lists (ACLs). Implement delegated administration, impersonation, and understand…
- ServiceNow Tables, Forms & Lists — Master data management: create and modify tables, design forms with form layouts, configure list views,…
- Workflows, Flow Designer & Automation — Build automated workflows using Flow Designer and legacy Workflow Editor. Create subflows, actions, spokes, and…
- Service Catalog & Request Management — Design service catalogs with categories, catalog items, record producers, and order guides. Configure approval workflows…
Module 2: IT Service Management (ITSM)
- Incident Management Deep Dive — Configure the incident management process: priority matrices, assignment rules, SLA definitions, major incident management, and…
- Problem Management & Root Cause Analysis — Implement problem management: problem detection, investigation, known error database (KEDB), and integration with incident management…
- Change Management & Release Automation — Configure change management: change models, CAB workflows, risk assessment, collision detection, and integration with CI/CD…
- CMDB & Configuration Management — Build and maintain the Configuration Management Database: CI classes, relationships, discovery, service mapping, and health…
- Knowledge Management & Self-Service — Create knowledge bases, configure knowledge workflows, implement AI-powered search, and design employee self-service portals that…
Module 3: Advanced ServiceNow Development
- Scripting in ServiceNow: Client & Server — Master GlideRecord, GlideSystem, client scripts, business rules, script includes, and UI policies. Debug effectively using…
- ServiceNow REST API & Integrations — Build and consume REST APIs: Scripted REST APIs, Import Sets, Transform Maps, and IntegrationHub. Connect…
- ServiceNow App Engine Studio — Build custom applications using low-code App Engine Studio: data models, experiences, logic, and guided application…
- Performance Analytics & Reporting — Configure PA indicators, breakdowns, and dashboards. Build advanced reports, scheduled reports, and executive dashboards for…
- AI & Machine Learning in ServiceNow — Implement Now Intelligence: Virtual Agent chatbots, Predictive Intelligence for classification and similarity, Agent Assist, and…
Module 4: ServiceNow Specializations & Career
- IT Operations Management (ITOM) — Implement ITOM: Discovery, Service Mapping, Event Management, Cloud Management, and Health Log Analytics. Build a…
- Security Operations (SecOps) — Configure Security Incident Response, Vulnerability Response, Threat Intelligence, and integration with SIEM tools (Splunk, QRadar).
- HR Service Delivery & Employee Workflows — Implement HR Service Delivery: case management, lifecycle events, document management, and employee center for digital…
- ServiceNow Certification Paths — Prepare for CSA (Certified System Administrator), CIS-ITSM, CAD (Certified Application Developer). Study guides, practice exams,…
- Capstone: Enterprise ServiceNow Implementation — Design and implement a complete ServiceNow solution: ITSM processes, CMDB, integrations, reporting, and go-live with…
Course Details
- 4 Modules
- 20 Lessons
- 1 Assessments
- 900+ Minutes of Content
- Certificate of Completion
Frequently Asked Questions
Do I need a ServiceNow instance to practice?
ServiceNow offers free Personal Developer Instances (PDI) through their developer program. We walk you through obtaining one in Module 1.
Which ServiceNow certifications does this prepare for?
This course covers CSA (Certified System Administrator), CIS-ITSM, and CAD (Certified Application Developer) exam objectives.
Is this course relevant for non-IT roles?
Yes. ServiceNow is used across HR, facilities, security, and customer service. The ITSM foundation applies broadly.
