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ServiceNow Training Course

60 Hours

Instructor Led

CSA Certification Prep

Become a job ready ServiceNow professional with hands-on labs on your own Personal Developer Instance, a real time capstone project, expert mentorship, and CSA aligned certification training.
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About the ServiceNow Training Full Course

AKIRA Global Technologies ServiceNow Professional Training Program takes participants from platform fundamentals through hands-on configuration, ITSM process management, scripting, integrations, and reporting on the ServiceNow platform in 60 instructor-led hours. This ServiceNow full course covers platform foundations, system administration, core configuration, ITSM processes including Incident, Problem and Change Management, Service Catalog and Flow Designer, scripting on the platform, CMDB and integrations, and reporting and Performance Analytics.

Whether you are IT service desk staff, a system administrator, a business analyst, a developer, or a consultant transitioning to ServiceNow, this ServiceNow certification training course is lab heavy, with hands-on labs scheduled after every module so you configure the platform yourself instead of only watching demonstrations. Every participant is provided an individual Personal Developer Instance (PDI) for hands-on practice throughout the program.

This isn’t just a ServiceNow course on paper, it’s a practical program aligned to the CSA (Certified System Administrator) exam blueprint, with real world case studies drawn from ITSM implementation projects. The program closes with one end to end capstone project covering the Incident to Change lifecycle, so you are ready to configure a service from catalog item to request to task to CMDB link to reporting.

Basic understanding of ITIL or ITSM concepts is helpful but not mandatory, and no prior coding experience is required to join. Small batch sizes ensure personalized mentorship, and a post training support window is available for query resolution after the program ends.

Course Details Information
Duration 60 Hours (20 sessions x 3 hrs, or 8 weeks part time)
Mode Live Online / Classroom, with recorded session access
Format Lectures + Hands-on Labs + Case Studies + Capstone Project
Level Beginner to Intermediate (basic ITIL/ITSM understanding helpful but not mandatory)
Delivery Split Instructor led sessions with hands on labs after every module
Certification Aligned to CSA (Certified System Administrator) exam objectives; Certificate of Completion for 80% attendance and capstone project
Tools Covered ServiceNow Personal Developer Instance (Yokohama/Zurich release), Flow Designer, GlideRecord, GlideAjax, Script Includes, Import Sets, IntegrationHub
Who Should Enroll?

IT Service Desk Staff

Frontline support staff looking to build ServiceNow platform skills

System Administrators

Professionals looking to administer and configure ServiceNow instances

Business Analysts & Developers

Professionals who want to configure ITSM processes and write platform scripts

What You'll Get

When you join AKIRA Global Technologies ServiceNow Training course, you get complete support at every step, from platform foundations to a portfolio ready capstone project.

Training

  • 60 Hours of Live Instructor Led Training Across 8 Modules
  • Module Wise Coverage from Platform Foundations to Reporting and Analytics
  • Real Time Doubt Resolution During Live Sessions

Hands-on Experience

  • Individual Personal Developer Instance (PDI) for Every Participant
  • Hands-on Labs After Every Module
  • One End to End Capstone Project Covering the Incident to Change Lifecycle

Get Certified

  • Certification Guidance Mapped to the CSA Exam Blueprint
  • Mock CSA-Style Assessment with Review of Results
  • Certificate of Completion for 80% Attendance and Capstone Completion

Real World Learning

  • Real World Case Studies Drawn from ITSM Implementation Projects
  • Small Batch Size for Personalized Mentorship
  • Post Training Support Window for Query Resolution

Career Guidance

  • Curated Interview Q&A Bank
  • Mock Technical Interview Session
  • Resume and Profile Review

Learning Resources

  • Recorded Sessions for Revision at Your Own Pace
  • Downloadable Lab Guides After Every Module
  • Shared Lab Guide Documents (PDF) for Every Module

Enroll Now - Get All These Benefits

ServiceNow Training Course Syllabus

Our ServiceNow training syllabus runs across 8 modules, moving from platform foundations through system administration, core configuration, ITSM processes, Service Catalog and Flow Designer, scripting, CMDB and integrations, and reporting and Performance Analytics, before wrapping up with a capstone project, assessment, and interview preparation.

Prerequisites:

  • Basic understanding of ITIL/ITSM concepts is helpful but not mandatory
  • No prior coding experience required
  •  A laptop with internet access to join instructor led sessions and the Personal Developer Instance
Module Duration Topics Covered Tools/Project
Module 1: ServiceNow Platform Foundations 5 Hours
  • Overview of ITSM, ITOM, ITBM and Cloud platform architecture
  • Instance navigation, UI16/Next Experience, Application Navigator
  • Lists, filters, related lists, breadcrumbs, personalization
  • Tables, forms, fields, and data dictionary
  • System administration basics: users, groups and roles
 Personal Developer Instance (PDI)
Module 2: System Administration 7 Hours
  • User, Group and Role administration
  • Delegated administration
  • Access Control Lists: table, field and record-level security
  • Update Sets: creating, capturing and moving between instances
  • Data management: Import Sets, Transform Maps and Data Sources
  • System properties, scheduled jobs and email configuration
 Hands-on Lab:
Update Sets and Import Sets on the PDI
Module 3: Core Configuration 7 Hours
  • Tables and Classes, creating custom tables and table extension
  • Forms and Fields
  • UI Policies, form layout, form design and sections
  • Views, related lists configuration and dictionary overrides
  • Business Rules: before, after, async, display and order of execution
  • Client Scripts, UI Policies and UI Actions
 Hands-on Lab:
Configuring tables, forms and business rules
Module 4: ITSM, Incident, Problem and Change Management 10 Hours
  • Incident Management lifecycle
  • SLAs, priority and impact matrix
  • Problem Management, root cause analysis and known error database
  • Change Management: normal, standard and emergency change
  • CAB workflow, change risk assessment and conflict detection
  • Tasks, assignment rules and notifications across ITSM apps
 Hands-on Lab:
Configuring Incident, Problem and Change records
Module 5: Service Catalog, Request Management and Flow Designer 7 Hours
  • Service Catalog structure: categories, items, variables and variable sets
  • Record Producers and Order Guides
  • Request/RITM/Task fulfillment lifecycle
  • Flow Designer: triggers, actions and sub flows
  • Replacing Workflow Editor and legacy Workflow Editor concepts
  • Editor concepts for maintenance of older instances
 Hands-on Lab:
Building and publishing a Service Catalog item using Flow Designer
Module 6: Scripting on the Platform 10 Hours
  • GlideRecord, GlideAggregate and server-side scripting fundamentals
  • Script Includes and reusable server logic
  • Ajax calls
  • Client-side scripting: GlideForm/g_form and GlideAjax
  • Business Rule scripting patterns and performance best practices
  • Debugging tools: Script Debugger, Logs and Background Scripts
 Hands-on Lab:
Writing server-side and client-side scripts on the PDI
Module 7: CMDB, Discovery and Integrations 5 Hours
  • CMDB fundamentals: CI classes, relationships and CI Class Manager
  • Discovery and Service Mapping overview
  • Integration options: REST/SOAP Web Services and Import Sets
  • IntegrationHub and MID Server basics
  • Connected Apps
  • Inbound and outbound email integration
 Hands-on Lab:
Configuring a REST integration and reviewing CMDB relationships
Module 8: Reporting, Performance Analytics and Dashboards 3 Hours
  • Report types: list, chart, pivot and database views
  • Building and scheduling reports
  • Report sharing and security
  • Dashboards and Performance Analytics widgets
  • KPIs relevant to ITSM
  • MTTR, SLA compliance and backlog trends
 Hands-on Lab:
Building reports, dashboards and Performance Analytics widgets
Capstone Project: Assessment and Interview Preparation 6 Hours
  • End-to-end capstone: configure a service from catalog item to request to task to CMDB link to reporting
  • Mock CSA-style assessment with review of results
  • Resume and profile review
  • Mock technical interview
  • Open Q&A and doubt-clearing session
 Capstone:
Configure a Service End to End — Catalog Item to Reporting
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Capstone Project (Included)

Participants complete an end to end capstone project that mirrors a real ServiceNow implementation scenario, including:
✓ Configuring a service end to end, from catalog item to request to task to CMDB link to reporting
✓ Completing a mock CSA-style assessment with a review of results
✓ A resume and profile review session
✓ A mock technical interview
✓ An open Q&A and doubt clearing session

ServiceNow Training Admission Process

1

Fill Inquiry Form

Share your details and course interest

2

Counselling Call

Speak with our admissions team about your goals and fit

3

Get Course Access

Receive login credentials and join the orientation session

Requirements

Eligibility Criteria: this is not required

  • Basic understanding of ITIL/ITSM concepts is helpful but not mandatory
  • No prior coding experience required
  • Open to IT service desk staff, system administrators, business analysts, developers, and consultants from any technical background
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Learn From ServiceNow Industry Experts

SNT

ServiceNow Trainer

years of experience in ITSM implementation, platform administration, and scripting. Expert in GlideRecord, Flow Designer, Script Includes, and CMDB configuration. Focuses on lab based, scenario driven training aligned to the CSA exam blueprint.

GlideRecord

Flow Designer

Script Includes

CMDB configuration

Tools & Technologies You'll Master

Learning Outcomes

By the end of this ServiceNow Training course, participants will be able to:

✓ Navigate and administer a ServiceNow instance with confidence
✓ Configure tables, forms, business rules, UI policies, and client scripts
✓ Manage core ITSM processes across Incident, Problem, Change, and Request
✓ Build and publish Service Catalog items using Flow Designer
✓ Write server side and client side scripts using platform APIs and design REST/SOAP integrations
✓ Build reports, dashboards, and Performance Analytics widgets while applying ACL and role based security

Assessment & Certification

Lab exercises after every module
A module end quiz after every two modules
Mock CSA-style assessment with review of results
Final capstone project (configure a service end to end)
Certificate of Completion issued to participants with at least 80% attendance and capstone completion
Testimonials

What Our ServiceNow Learners Say

"Having my own PDI from day one made the difference. By the time we reached Core Configuration I was comfortable building forms and business rules on my own."

Rohan Mehta

ServiceNow Administrator at an IT services company

"The ITSM module tied Incident, Problem, and Change together in a way that finally made the CAB workflow click for me. The capstone project pulled everything into one real scenario."

Ananya Sharma

Business Analyst moving into ServiceNow

"Strong focus on GlideRecord and Script Includes throughout the scripting module. I would have liked a little more time on integrations, but the capstone helped a lot in interviews."

Vikram Nair

Fresher, now Junior ServiceNow Developer

"The Flow Designer and Service Catalog module was exactly what I needed to move off the service desk. The mock technical interview also gave me real confidence."

Priya Nambiar

IT Service Desk Executive transitioning to Admin

"Good structured program covering administration, configuration, ITSM, and scripting all in one track. The trainer kept every session hands-on with the PDI."

Karthik Iyer

Consultant, ServiceNow Implementation
FAQ'S

Frequently Asked Questions

The ServiceNow Training course duration is 60 hours, delivered as 20 sessions of 3 hours each, or over 8 weeks part time, combining lectures, hands-on labs, case studies, and a capstone project.