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 Corporate / Online / Class Room / One to One

Gautham Digital Learning is a World #1 Servicenow Training Academy. Online studies are designed for
students whose scheduling commitments would otherwise make it difficult to enroll in a full-time
higher education program. Offered for individual Courses, Diplomas, Associate’s degrees and
certificate programs, online studies are a valuable option.
The resulting qualification a graduate receives after successfully completing.

80,000+ Professionals trained and 16,00+ Students placed in various MNC's by Gautham Digital Learning
 About Our Trainer

Srinivas Sunkara is a ServiceNow Solution Architect and Corporate Trainer. His educational
background includes a Master of Computer Application (MCA) from Acharya Nagarjuna
University, India.

With over 13 years of IT expertise, Srinivas Sunkara's career began as a Lotus Notes
Developer. He has previously worked on various technical platforms including SharePoint,
Oracle Business Intelligence, and Robotic Process Automation. For the past seven years, he
has been involved in software development and implementation within ServiceNow. He has
trained over 90,000 working professionals.

Bangalore / Hyderabad

+91 939 210 5004

www.gauthamit.com
Administration Course Curriculum

Lesson 01 - Cloud Computing Basics

Introduction to Cloud Computing
What is Cloud Computing
Private and Public Cloud
What is the Difference Between SAAS and PAAS
What are the Benefits of Cloud Computing?

Lesson 02 - Introduction to ITIL

What is ITIL
Introduction to ITIL Foundation
ITIL Versions
Benefits of ITIL Standards
ITIL Approaches
Roles and Responsibilities of IT Help Desk
Modules in ITIL

Lesson 03 - Servicenow Overview and Introduction

Introduction to ITSM
Overview of ITSM
Introduction of Servicenow
What is Servicenow?
Why and who can use Servicenow
History of Servicenow
Servicenow Features
Servicenow Objectives
Servicenow Lifecycle
Architecture of Servicenow
Servicenow Market Trends
Prerequisites for Servicenow
Servicenow Versions

Lesson 04 - PDI Account Creation

New PDI Account Creation

Request for Developer Instance
How do we reset admin Password
Who will create Developer Instance
Use of stats.do
Lesson 05 – User Interface

What is User Interface (UI)?

Difference Between UI15 and UI16
User Profile
Basic Configuration
Purpose of Impersonate User
Use of Global Search
Toggle Connect Sidebar
Settings (Available Component)

Lesson 06 - Forms

What is Form & Record?

Form Headers and Fields
Form Design and Form Layout
Work with Form Sections
Field Properties
Working with Annotation
Creating Custom Fields from Design and Form Layout
Configure .Dot Walking
Form Customization and Personalization

Lesson 07 - Formatters

What is Formatter?
Types of formatters in base system
Working with all types of Formatters
Create process flow formatter for Incident Table

Lesson 08 - Lists

Filters and Search Conditions in Lists

Types of Record Searches
What is Condition Builder?
Breadcrumbs and Usage
Context Menus
Personalizing and Customizing Lists
Adding Filters to Favorite
Configure List Layout
List Controls
List Calculations
Purpose of Wild Card Entries
Filters & Searches
Update Multiple Records
Wild Card Entries
Lesson 09 - Plugins

What is Plugin?
Predefined Plugins Installed in ServiceNow
Activating and Deactivating Plugins
Upgrading Plugins
Importance of Dependency Plugins
How to Load Demo Data
Who can Request Plugins?
Repair and Upgrade Plugins
How to Request Plugin in Real-time?
HI Service Portal (Now Support)

Lesson 10 - Tables and Fields and Columns

Introduction to Tables
Out of the Box Tables
Types of Tables in ServiceNow
Extended Table and Referenced Tables
Major Table in ServiceNow
Importance of Schema Map
Creating Custom Tables
Deleting Custom Tables
Defaults Fields in Custom Table
Describe u_
Dictionary Entries

Lesson 11 - User Administration

Introduction to User Administration

Creating Users
Types of User Interfaces in Servicenow
Difference Between End User, ITIL User, Administrator
Working with Groups
Working with Roles
Creating Department and Company
Creating Countries and Locations
Assign Roles to Users and Groups
Delegate Users
Current Logged in Users
Active Transitions
User Preferences
Lesson 12 – Incident Management Life Cycle and State Model

Introduction to Incident Management

What is Incident
Life Cycle of Incident Management
Working with State Model

Lesson 13 – Data Lookup Rules

Introduction to Data Lookup Rules

Creating New Data Lookup Rule
Modify Existing Data Lookup Rule
Data Lookup Rule for Tables of Incident and Problem
Working with Data Lookup Definition
Working with Record Matcher

Lesson 14 – Assignment Lookup Rules

Introduction to Assignment Lookup Rules

Defining Assignment Rules
Creating New Assignment Rule
Precedence between Data Lookup, Assignment and Business Rules

Lesson 15 – UI Policy

Introduction to UI Policy
Use of UI Policy
Creating UI Policies for Incident Table
Working with More UI Policies
UI Policy Terminology
Converting UI Policy to Data Policy
Describe Global, On Load, Reverse If false, and Inherit for UI Policy
Working with Hide Related Lists

Lesson 16 – Data Policy

Introduction to Data Policy and Usage

Creating Data Policy Rules
Converting Data Policy to UI policy
Applying Data Policies to Incident Table
Difference between UI policy and Data Policy
Lesson 17 – Metrics

Introduction to Metrics
What are Metrics and Usage
Creating New Metric Definition

Lesson 18 – Related Lists

Introduction to Related Lists

Working with Related Lists
Creating new Related List and Add it to Form

Lesson 19 – Service Level Management

Introduction to Service Level Management (SLM)

Describing SLA
Types of SLA’s
Working with SLA, OLA and UC
Understand Existing SLA Definition
Creating New SLA Definition for Incident Table
SLA Targets
Schedule SLA Definitions
Importance of Retroactive Start and Pause
SLA Calculation
Tracking of SLA Definition

Lesson 20 – Import Sets

Introduction to Import Sets

Data Import Process
Preparing Data for Import
Data Loading
Creating Transform Map
Fields Mapping
Work with Coalesce
Working with Multiple Coalesce
Run Transform Map
Importing Data Sources
Schedule Import Sets
Transform Event Scripts
Transform Event Script Variable
Lesson 21 - Update Sets

Introduction to Update Sets

Importance of Update Sets
Update Sets Tables
What Update Sets are Captured and Which Ones are Not Captured
Default Update Sets
Update Sets Administration
Create new Local Update Sets
Working with Retrieved Update Sets
Update Sets Practical Exercise
Preview and Commit Update Sets
Migrating Update Sets
Merge Update Sets
Back Out Changes from Target Instance
Update Sets Precautions
Update Sets States

Lesson 22 - Service Catalog

Introduction to Service Catalog

Configure Service Catalogs
Configure Categories
Create Catalog Item
Adding Service Catalog to Service Portal
Types of Catalog Item
Record Producers
Types of Variables
Order Guides
Working with Rule Base
Working with Cascade Variable
Working with Variable Sets
Working with User Criteria
Catalog UI Policy
Catalog Client Scripts
Creating Variable Attributes
Working with Reference Qualifier
Service Catalog Properties
Fulfillment Groups
Catalog Request Report
Variable Default Sizes
Working with Regular Expressions
Lesson 23 - Workflow

Introduction to Workflow
Workflow Core Activities
Creating New Workflow
Workflow Editor
Stage Sets
Active Contexts
Workflow Administration
Activity Definition
Workflow Versions
Workflow Properties
Validate Workflow
Scheduled Workflow
Add workflow to Catalog Item

Lesson 24 – Execution Plan (Optional)

Introduction to Execution Plan

Create Execution Plan Task
Create Execution Plan Variables

Lesson 25 – Reports & Dash Boards

Introduction to Reports
Types of Reports
Creating New Report
Deleting Report
Adding Reports to Dash Board
Report Sharing
Scheduling Reports
Publish and Unpublish the Reports
Report Properties
Reports Statistics
Working with Gauges
Introduction to Dash Boards
Create new Dash Board
Responsive and Non Responsive Dash boards
Difference between Home Page and Dash Board
Lesson 26 – Access Control List

Introduction to System Security

Importance of Elevate Roles and Security
Admin Creating new ACL Rule
Levels of ACL (Table and Field)
ACL Operations
ACL Execution Order
Types of ACL’s
Describing Table and None
Describing * and None
Describing * and *
Describing Table and Field

Lesson 27 – Email Notifications

Introduction to System Notifications

Purpose of Email Notifications
Creating new Email Notification
Email Notification Tabs
Preview Notification
Email Templates
Notifications on Event is fired Notifications
on Triggered
Configure Email Notification
Working with Notification Email Scripts
Omit Watermarks in Email Notifications
Send Email Notification to CC
Allow Digest
Email Subscription
Push Notifications

Lesson 28 – Configure MID Server

Introduction to MID Server

Create MID Server User Record
Download MID Server Windows 64 bit
Install MID Server in Servicenow Instance
Validating MID Server
MID Server Capabilities
MID Server Dash Board
Lesson 29 – Cloning Instance

Introduction to Cloning
Use of Cloning
Cloning Instance

Lesson 30 – Working with Major Incident Management

Introduction to Major Incident Management

Creating Major Incident Candidate
Creating Major Incident
Importance of Candidates
Major Incident Trigger Rules
Properties of Major Incidents
Promote to Major Incident
Propose Major Incident

Lesson 31- Problem Management Lifecycle and State Model

Brief Introduction to Problem

Problem Definition
Creating Problem Record
Add associated Incidents to Problem
Problem Life Cycle and State Model
Default States in Problem
Knowledge Article Usage in Problem
Communicate Workaround for Problem
Communicate a Fix
Create Known Article in Problem
Working with Problem Task

Lesson 32 - Change Management Lifecycle and State Model

Introduction to Change Management

Create Change Request
Change Request Table
Create Change Request from Incident
Types of Changes
Elaborate Simple, Standard and Emergency Changes
Standard Change Catalog
Change Lifecycle and State Model
Create Standard Template and Add to Catalog
Working with Risk Calculation
Working with Risk Assessment
Change Management Plugins
Unauthorized Change Request
Change Properties
Lesson 33 - Knowledge Management Lifecycle and State Model
Introduction to Knowledge Management
Use of Knowledge Articles
Knowledge Management Lifecycle and State Model
Configure Knowledge Management
Create New Article and Publish
Retired Article
Create Knowledge base
Knowledge Management Role
Working with Open Submission
Working with Feedback Management
Knowledge Administration
User Criteria in Knowledge Management
Integrating Knowledge Articles in Incident and Service Portal
Knowledge Articles Workflow’s
Instant Publish and Retired
Approval Publish and Retired
Knowledge Coach
Problem-solving
Project management & Communication

WORLD'S #1 DIGITAL LEARNING PLATFORM

Lesson 1 - Javascript Fundamentals

Javascript Introduction
History of Javascript
Client-Side Javascript and Server-Side Javascript
Javascript Templates
Use of template .print
Working with Single Line Comment and Multi Line Comment
Types of Variable
Working with String and String Concatenation
Working with Arrays
Javascript Assignment Operators
Variables in Javascript
Working with Mathematical Operations
Work with Conditions (if, else if and else)
Working with Switch Loop
Working with Functions
Javascript Objects
Working with Random and Math
Javascript Error Handling

Lesson 2 - Glide APIs

Introduction to Glide APIs
Overview of Glide APIs
Client-side Glide APIs and Server-side Glide APIs
Working with Important Glide APIs
Glide Record
Working with Glide Record Methods
Glide Form
Working with Glide Form Methods
Glide User
Working with Glide User Methods
Glide Session
Working with Glide Session Methods
Glide Date
Working with Glide Date Methods
Glide Date and Time
Working with Glide Date and Time Methods
Glide List
Working with Glide List Methods

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 Glide Element
Working with Glide Element Methods
Glide Dialog Window
Working with Glide Dialog Window Methods
Glide Aggregation
Working with Glide Aggregation Methods
Glide Ajax

Lesson 3 - Client Scripts

Introduction to Client Scripts

Purpose of Client Scripts and Where these are Run
Types of Client Scripts
Elaborate onLoad, onChange, onSubmit and onCellEdit Client Scripts
Create new Client Script
Working with More Client Script Examples
Catalog Client Script
Difference between Client Scripts and Catalog Client Scripts

Lesson 4 - UI Actions
Introduction to UI Actions
Importance of UI Action
Working with Existing UI Actions
Create new UI Action
Creating UI Actions in different Places
Working with Client Side UI Actions
Importance of gsftsubmit in UI Action
Working with more Examples

Lesson 5 - Business Rules

Introduction to Business Rules
Importance of Business Rules
Working with Display and Query Business Rules
Working with Async and Sync business rules
Business Rules Actions
Prevent Recursive Business Rules
Working with existing Business Rules in PDI
Create new Business Rule
Global Variables in Business Rule
Working with more Examples

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Lesson 6 - UI Script
Introduction to UI Scripts
Working with Global UI Scripts
Creating new UI Script
Run UI Scripts
UI Scripts on Client Side

Lesson 7 - Scheduled Jobs

Introduction to Scheduled jobs

Schedule jobs States
Create new Schedule job
Run Schedule jobs
View Schedule Item

Lesson 8 - Script Include

Introduction to Script Include
Use of Script Include
Types of Script Include
Server Side Script Include
Client Side Script Include
Difference between Global Business Rule and Script Include
Create new Script Include
Calling Script Include into Business Rules
Calling Script Include into Client-side

Lesson 9 – Script Include with Glide Ajax

Introduction to Glide Ajax
Types of Glide Ajax
Importance of Glide Ajax
How to call Script Include with Glide Ajax?

Lesson 10 – Inbound Email Actions

Introduction to Inbound Email Action
Overview of Inbound Email Action
Types of Incoming Email
Create Inbound Email Action
Importance of New, Reply and Forward

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Lesson 11 – Fix Scripts

Introduction to Fix Script

Create Fix Script
Run Fix Script
Testing Fix Scripts

Lesson 12 – Transform Event Scripts

Introduction to Transform Event Scripts

Types of Event Scripts
Working with All Types of Event Scripts
Test Coalescing and Transform Script

Lesson 13 – Implementation

Introduction to Implementation
Working with Scope or Custom Applications
Using all ServiceNow Components to Implement Custom Application

Lesson 14 – Integration(Optional)
Out of the Box REST API

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Who Should Enroll in this Course?
This program is aim to to those who are looking enter the world of Servicenow as it is
designed and structured to accommodate various IT l backgrounds. Although
there are no prerequisites for taking up this course, individuals in the
following roles and disciplines are ideal for this course:

Fresh graduates and Post Graduates who intend to take the course into the
Servicenow job market
Every IT and Non IT Professional experience who are working in either
technical or non-technical job roles and wish to build your successful careers in the
cloud computing domain Servicenow
Leading platform in the world

Servicenow Roles
Administrator

Developer

Implementation

Specialist

Integration Specialist

Architect

Email Telephone Website

info@gauthamit.com +91 9030 369 367 www.gauthamit.com
 About Gautham Digital Learning

Gautham Digital Learning is the world's #1 Digital Learning Platform (100% Job
Assistance in Career Courses), and We are the best providers of Information
Technology skills training. We deliver authentic competency-based programs &
ensure to lower your expenses, all at the same time. We are the most Advised IT
Digital Learning Center... We are working very sincerely and trained 5,00,000+
students professionally.

Our online studies are designed for students whose scheduling commitments
would otherwise make it difficult to enroll in a full-time higher education
program. Offered for individual Courses, Diplomas, Associate’s degrees, and
certificate programs, online studies are a valuable option at Gautham Digital
Learning.
Our students have been placed in
Certificates