ServiceNow Training Class Agenda

This training provides a comprehensive overview of ServiceNow capabilities across ITSM, ITOM, HRSD, and SPM. Participants will gain both conceptual knowledge and hands-on experience.

The IT Service Management (ITSM) segment covers platform introduction, navigation, incident, problem, and change management. It also explores service catalog design, SLAs, knowledge management, and best practices for automation and agent workspace usage.

The IT Operations Management (ITOM) segment introduces CMDB fundamentals, discovery, and service mapping. Learners will work with event management, health dashboards, and automated remediation while exploring integrations with monitoring tools for proactive operations.

The Human Resources Service Delivery (HRSD) module focuses on HR case management, employee document management, and lifecycle events such as onboarding, transitions, and offboarding. It emphasizes secure HR services and improving employee experiences.

The Strategic Portfolio Management (SPM) module includes demand management, project and portfolio planning, agile development, and resource optimization. It highlights roadmaps, reporting, and aligning initiatives with business strategy.