Devyn Tech

Devyn Tech

Servicenow ITSM

Servicenow ITSM

Categories: Development
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About Course

The DEVYNTECH ServiceNow ITSM Developer Training Program is an industry-focused course designed to help freshers, working professionals, and IT professionals build practical expertise in ServiceNow IT Service Management and development. The program combines ITSM concepts with hands-on platform development, scripting, workflow automation, Service Catalog, Flow Designer, integrations, and real-time enterprise scenarios.

Participants will work on practical projects and industry-based use cases covering Incident, Problem, Change, Request Management, SLA, Client Scripts, Business Rules, GlideRecord, GlideAjax, REST APIs, CMDB, ACLs, reports, and dashboards. The course also includes interview preparation, resume support, mock interviews, career guidance, and placement assistance, helping learners become confident and job-ready ServiceNow professionals.

Servicenow ITSM
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Course Content

Incident Management
• Introduction to Incident Management • Incident Lifecycle • Creating and Managing Incidents • Incident Categorization and Prioritization • Assignment Groups and Users • Incident States and Workflow • Major Incident Management • Incident SLAs • Incident Notifications • Incident Escalation • Incident Resolution and Closure • Real-Time Incident Scenarios

Problem Management
• Introduction to Problem Management • Problem Lifecycle • Creating and Managing Problems • Root Cause Analysis • Known Errors • Problem Tasks • Linking Incidents with Problems • Problem SLAs • Problem Resolution and Closure

Change Management
• Introduction to Change Management • Change Lifecycle • Standard, Normal, and Emergency Changes • Change Requests • Change Risk Assessment • Change Approvals • Change Tasks • Change Advisory Board (CAB) • Change Scheduling • Change Conflicts • Change Implementation and Closure

Request Management
Introduction to Request Management Service Requests Request Items (RITMs) Catalog Tasks (SCTASKs) Request Fulfillment Approvals Assignment and Routing Request Lifecycle

Service Catalog
• Introduction to Service Catalog • Catalog Items • Record Producers • Order Guides • Categories and Catalogs • Variables and Variable Sets • Catalog UI Policies • Catalog Client Scripts • Approvals and Fulfillment • Service Catalog Workflows

Knowledge Management
• Introduction to Knowledge Management • Knowledge Bases • Knowledge Articles • Article Creation and Management • Knowledge Approval Process • Article Versioning • Knowledge Search • Knowledge Feedback and Ratings

Service Level Management (SLM)
• Introduction to SLA, OLA, and Underpinning Contracts • SLA Definitions • SLA Conditions • SLA Workflows • SLA Pause and Resume • SLA Breach Management • SLA Reporting • Real-Time SLA Scenarios

Configuration Management & CMDB
• Introduction to CMDB • Configuration Items (CIs) • CI Classes • CI Relationships • CMDB Tables • Configuration Management • CMDB Health • Linking CIs with Incidents, Problems, and Changes

Notifications & Automation
• Email Notifications • Notification Events • Email Scripts • Templates • Inbound Email Actions • Flow Designer • Workflows • Approvals and Automated Assignments • Automated Notifications

ServiceNow Scripting for ITSM
GlideRecord GlideAggregate Client Scripts Business Rules UI Policies UI Actions Script Includes GlideAjax Data Validation Reference Qualifiers Scheduled Jobs

Import Sets & Data Management
• Import Sets • Import Set Tables • Transform Maps • Field Mapping • Transform Scripts • Coalesce • Data Validation • Importing Users, Groups, and Configuration Data

Reporting & Dashboards
• Reports Overview • List Reports • Chart Reports • Performance Analytics Overview • Dashboards • Filters and Interactive Filters • SLA Reports • Incident and Change Reports • ITSM KPIs

Integrations
Integration Fundamentals REST API SOAP Web Services Inbound Integrations Outbound Integrations REST Messages OAuth 2.0 Basic Authentication Integration Troubleshooting Monitoring Tool Integration

ITSM Administration & Configuration
• Users, Groups, and Roles • ACLs and Security • Assignment Rules • Data Policies • UI Policies • System Properties • Update Sets • Application Scope • Delegated Administration • Impersonation • Troubleshooting and Debugging

Real-Time ITSM Projects
• End-to-End Incident Management Project • Automated Incident Assignment • Major Incident Management Scenario • Problem Management Implementation • Change Management Implementation • Service Catalog Implementation • SLA Configuration Project • Monitoring Tool → ServiceNow Incident Integration • Automated Notification and Escalation Project • End-to-End ITSM Implementation Scenario

ITSM Interview Preparation
• ServiceNow ITSM Interview Questions • Scenario-Based Questions • Incident, Problem, and Change Questions • Service Catalog Questions • SLA-Based Questions • Scripting Questions • Integration Questions • Real-Time Project Questions • Troubleshooting Scenarios • Resume & Interview Preparation

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