ServiceNow Complete Tutorial Roadmap: Beginner to Advanced with Hands-On Labs

CHAPTER 1: ServiceNow Fundamentals (Beginner)

Introduction to ServiceNow

Goal: Understand the platform and its purpose

Topics

• What is ServiceNow

• ITSM, ITOM, ITBM, HRSD overview

• ServiceNow cloud architecture

• Instance types (Dev, Test, Prod)

• Roles and permissions

• UI overview (Classic UI and Next Experience)

Hands-on

• Create a personal developer instance

• Explore Application Navigator, lists, and forms

ServiceNow Navigation and Basics

Topics

• Application Navigator

• Lists vs Forms

• Filters and breadcrumbs

• Personalizing lists and forms

• User preferences

Hands-on

• Create and save filters

• Modify list layout

• Customize form view

CHAPTER 2: ITSM Core Modules (Mandatory for Jobs)

Incident Management

Goal: Learn core support operations

Topics

• Incident lifecycle

• Assignment groups

• Priorities and SLAs

• Incident states

• Major Incident process

Hands-on

• Create incidents

• Configure auto-assignment

• Test SLA breach scenarios

Problem Management

Topics

• Incident vs Problem

• Root Cause Analysis

• Known Error Database

Hands-on

• Create problems from incidents

• Link root cause and known errors

Change Management

Topics

• Normal, Standard, Emergency changes

• Change lifecycle

• Approval workflows

• CAB process

• Risk calculation

Hands-on

• Create change records

• Configure approvals

Request Management (Service Catalog)

Topics

• Service Catalog overview

• Catalog Items

• Record Producers

• Request, RITM, and Task

• Approval workflows

Hands-on

• Create a catalog item

• Build an approval process

CHAPTER 3: CMDB and Asset Management

CMDB (Very Important)

Topics

• Configuration Items (CI types)

• CI lifecycle

• Relationships and dependencies

• CMDB health and data quality

• Discovery overview

Hands-on

• Create CI records

• Define CI relationships

• Link incidents to CIs

Asset Management

Topics

• Hardware and software assets

• Asset lifecycle stages

• Procurement basics

Hands-on

• Create asset records

• Map assets to users and CIs

CHAPTER 4: Administration and Configuration

User, Group, and Role Management

Topics

• Users vs Groups

• Role hierarchy

• ACL basics

Hands-on

• Create users and roles

• Assign access permissions

Form and List Customization

Topics

• Dictionary entries

• UI Policies

• Client Scripts (introduction)

• Business Rules (introduction)

Hands-on

• Make fields mandatory

• Auto-populate fields

CHAPTER 5: Scripting and Development Basics

JavaScript for ServiceNow

Topics

• JavaScript fundamentals

• GlideRecord

• Client-side vs Server-side scripting

Business Rules

Topics

• Before, After, Async rules

• Use cases

• Best practices

Hands-on

• Auto-update incident fields

• Enforce validations

Client Scripts

Topics

• onLoad, onChange, onSubmit

• g_form usage

Hands-on

• Dynamic field visibility

• Client-side validation

Script Includes

Topics

• Reusable server-side code

• AJAX calls

• Best practices

Hands-on

• Server-side utility scripts

CHAPTER 6: Automation and Advanced Features

Flow Designer

Topics

• Flow Designer vs Workflows

• Triggers and actions

• Approval flows

Hands-on

• Build automated request approvals

Notifications and SLAs

Topics

• Email notifications

• SLA definitions

• Escalations

Hands-on

• Configure SLA alerts

CHAPTER 7: Integrations and Reporting

Integrations

Topics

• REST and SOAP APIs

• Import Sets

• MID Server overview

Hands-on

• Build a simple REST integration

Reporting and Dashboards

Topics

• Reports and report types

• Performance Analytics basics

• Dashboards

Hands-on

• Build ITSM dashboards

CHAPTER 8: Security, Performance, and Best Practices

Security and Access Control

Topics

• ACL rules

• Data security best practices

Performance and Maintenance

Topics

• Instance health

• Update Sets

• Debugging and logs

CHAPTER 9: Certification and Job Preparation

ServiceNow CSA Certification

Topics

• Exam blueprint

• Practice questions

• Hands-on revision

Interview and Real-World Scenarios

Topics

• ITSM real-life scenarios

• Common interview questions

• ServiceNow Admin vs Developer roles