Raj Cloud Technologies
ServiceNow ITSM

ServiceNow ITSM

ServiceNow runs the IT operations of every Fortune 500 — making ServiceNow Administrators and Developers some of the most in-demand IT professionals in 2026. In two months of hands-on training on a real Developer instance you'll master Incident, Problem, Change, CMDB, Service Catalog, and Workflows, plus the Glide scripting and Flow Designer skills that move you up from admin to developer. Prepares you for the Certified System Administrator (CSA) exam — your ticket to the ServiceNow ecosystem.

0 lessons

What you'll learn

  • Administer a ServiceNow instance end-to-end from setup to go-live
  • Build Service Catalog items with record producers + automated workflows
  • Write client-side + server-side Glide scripts for business logic
  • Design Flows in Flow Designer that replace legacy workflows
  • Configure CMDB with discovery + dependency mapping
  • Integrate ServiceNow with external systems via REST and SOAP
  • Pass ServiceNow Certified System Administrator (CSA) exam
  • Land ServiceNow Developer / Administrator roles paying ₹6-18 LPA

Technologies Taught

ServiceNow Platform — Now Platform UI + adminITSM modules — Incident, Problem, Change, Request, KnowledgeCMDB — discovery, dependency mapping, CI relationshipsService Catalog — record producers, workflows, fulfilmentsGlide Script — server-side + client-side scriptingFlow Designer + Workflow EditorPerformance Analytics + dashboardsREST/SOAP integrations + IntegrationHubITIL v4 best practices aligned throughout

Course Unique Features

  • Real Developer Instance access from day 1 — build live, not just watch
  • Build 5+ real-world catalog items + workflows you'll keep
  • Daily 90-minute interactive live class with hands-on labs
  • Trained by ServiceNow Certified System Administrators with 10+ years experience
  • Resume + LinkedIn optimisation for ServiceNow roles
  • ServiceNow CSA + ITSM Implementation Specialist exam prep included
  • Mock technical interviews covering platform + scripting
  • Direct intros to IT services companies actively hiring ServiceNow talent
  • ITIL v4 best practices woven into every module
  • Lifetime access to recordings + working catalog templates

Job Opportunities

Top job positions you can apply for after completing this training.

Job RoleExperienceSalary Range
1. ServiceNow Support AnalystFresher to 1+ Years3–5 LPA
2. Junior ServiceNow AdministratorFresher to 2+ Years4–6 LPA
3. ServiceNow ITSM Analyst1 to 3+ Years5–8 LPA
4. ServiceNow Administrator2 to 4+ Years6–10 LPA
5. ServiceNow Developer2 to 5+ Years7–20 LPA
6. ServiceNow ITSM Consultant3 to 6+ Years9–24 LPA
7. ServiceNow Application Developer4 to 7+ Years12–28 LPA
8. Senior ServiceNow Developer5 to 8+ Years15–35 LPA
9. ServiceNow Technical Lead6 to 9+ Years18–40 LPA
10. ServiceNow Architect8+ Years25–45 LPA

You Can Work As

ServiceNow AdministratorServiceNow DeveloperServiceNow ConsultantITSM Implementation SpecialistPlatform Owner — ServiceNowSenior ServiceNow Developer

Upcoming In-Demand Jobs

ServiceNow ITOM SpecialistServiceNow GRC DeveloperServiceNow AI Workflow Developer

Course Curriculum

Overview of ServiceNow Platform

4 topics
  • •Introduction to ServiceNow as an enterprise cloud platform
  • •ServiceNow architecture and core platform capabilities
  • •Overview of ServiceNow applications and modules
  • •Understanding ServiceNow releases and version upgrades

Getting Started with ServiceNow

5 topics
  • •Creating and managing a Personal Developer Instance (PDI)
  • •ServiceNow login, instance navigation, and basic settings
  • •Home page, Application Navigator, and Workspace overview
  • •Classic UI vs Next Experience (UI16 & Polaris)
  • •Hands-on: Exploring the ServiceNow interface

Forms and User Interface Configuration

5 topics
  • •Understanding forms and form components
  • •Configuring forms using Form Layout and Form Design
  • •Introduction to Form Builder
  • •Field types, field properties, and UI elements
  • •Hands-on: Customizing standard ITSM forms

Lists and Filters

5 topics
  • •Understanding list views and list controls
  • •Personalizing list layouts and columns
  • •Creating and applying filters
  • •Saved filters and advanced filtering techniques
  • •Hands-on: Working with list views and filters

Tables and Data Model

6 topics
  • •Introduction to tables and ServiceNow data structure
  • •Creating custom tables
  • •Dictionary entries and field attributes
  • •Parent and child tables (table inheritance)
  • •Schema map and table relationships
  • •Dictionary overrides explained with use cases

Dot-Walking and Reference Fields

3 topics
  • •Understanding reference fields
  • •Using dot-walking to access related data
  • •Real-time use cases of dot-walking in reports, scripts, and filters

User Administration and Security

6 topics
  • •Creating and managing users
  • •Understanding different user types
  • •User groups and group management
  • •Roles and role hierarchy
  • •Access Control Lists (ACLs)
  • •Impersonation and security best practices

Incident Management (ITSM Core)

6 topics
  • •ITIL overview and Incident Management concepts
  • •Incident lifecycle and states
  • •Incident form configuration
  • •Priority, impact, urgency, and SLAs
  • •Backend validations and business logic
  • •End-to-end incident handling scenarios

Client-Side and Server-Side Scripting

10 topics
  • •Introduction to scripting in ServiceNow
  • •Client Scripts: onLoad, onChange, onSubmit
  • •UI Policies vs Client Scripts
  • •Introduction to Glide APIs
  • •GlideRecord
  • •GlideAggregate
  • •GlideSystem
  • •GlideDateTime
  • •GlideAjax
  • •Hands-on scripting exercises

Business Rules

4 topics
  • •Understanding server-side business logic
  • •Types of Business Rules (Before, After, Async, Display)
  • •When and where to use Business Rules
  • •Best practices and performance considerations

Script Includes

4 topics
  • •Introduction to Script Includes
  • •Reusable server-side logic
  • •Client-callable Script Includes
  • •Scoped vs Global Script Includes

UI Actions

4 topics
  • •Form UI Actions
  • •List UI Actions
  • •Related Links
  • •Role-based UI Actions with security considerations

Email Notifications

4 topics
  • •Outbound email notifications
  • •Inbound email actions
  • •Email templates and notification triggers
  • •Debugging email notifications

Scheduling and Automation

5 topics
  • •Scheduled Jobs
  • •Events and Event Management basics
  • •Introduction to Workflow
  • •Introduction to Flow Designer
  • •Workflow vs Flow Designer

Service Request Management

6 topics
  • •Service Catalog overview
  • •Record Producers
  • •Catalog Items and Variables
  • •Order Guides
  • •Approvals and fulfillment process
  • •Hands-on: Building service requests

Problem Management

3 topics
  • •Problem lifecycle
  • •Root Cause Analysis (RCA)
  • •Known Errors and Workarounds

Change Management

4 topics
  • •Change Management overview
  • •Change types: Standard, Normal, Emergency
  • •Change lifecycle and approvals
  • •CAB process and risk assessment

Knowledge Management

3 topics
  • •Knowledge Base setup
  • •Article lifecycle and approvals
  • •Knowledge-Centered Service (KCS) basics

Update Sets and Application Migration

3 topics
  • •Understanding Update Sets
  • •Capturing and moving changes between instances
  • •Best practices and conflict resolution

Integrations and REST APIs

5 topics
  • •Introduction to REST APIs in ServiceNow
  • •Outbound REST integrations
  • •Inbound REST integrations
  • •Authentication methods (Basic, OAuth)
  • •Real-world integration examples

Reporting and Dashboards

4 topics
  • •Report types and data sources
  • •Creating and customizing reports
  • •Dashboards and performance metrics
  • •Introduction to Performance Analytics

Instance Management

3 topics
  • •Instance cloning concepts
  • •Upgrade basics and best practices
  • •Instance health and performance monitoring

In-Class Project

3 topics
  • •Building a real-world ITSM solution
  • •Applying admin and development skills
  • •End-to-end implementation scenario

Presentation and Review

4 topics
  • •Project walkthrough and explanation
  • •Best practice discussion
  • •Real-world challenges and solutions
  • •Final Q&A and course wrap-up

ServiceNow Best Practices

3 topics
  • •Admin and development best practices
  • •Performance optimization techniques
  • •Real-time project tips and interview guidance

Course Instructed By

MM
Mr. Maanvir G---

A ServiceNow Certified Specialist with 9+ years of hands-on experience in the ServiceNow ecosystem and 4+ years as a professional trainer. Currently working as an ITSM Architect at a Big 4 MNC, he specializes in ServiceNow ITSM, Service Catalog, CMDB, Integrations, Automations, and Enterprise-scale implementations. He delivers practical, real-world, project-driven training aligned with industry best practices. He helps learners confidently transition into ServiceNow Administrator, Developer, and ITSM Consultant roles. Approved trainer by Raj Cloud Technologies.

Approved trainer by Raj Cloud Technologies

Course content

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₹19,999

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