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Servicenow
Admin / Developer
Certification Training

+91 9949429009

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 Course Highlights:
Highly Qualified Trainers 100+ Real Case Scenarios
70+ Hours Live Sessions Real Time Assignments
Life Time Access Quizzes On Chapter Wise
250+ Case Studies Certification Of Completion
2 Implementation Projects Live Recordings

Training Modes:
Corporate / Online / Class Room / One to One

About Dettifoss IT
Dettifoss IT is a World #1 Servicenow Training Academy. Online studies are designed for
students whose scheduling commitments would otherwise make it difficult to enroll in a full-time
higher education program. Offered for individual Courses, Diplomas, Associate’s degrees and
certificate programs, online studies are a valuable option. The resulting qualification a graduate
receives after successfully completing.

20000+ Professionals trained and 1600 Students placed in various MNC's by Dettifoss IT

Contact Us
+91 9949429009 de fossit@gmail.com www.de fossit.com

Servicenow Prerequisites:
There are no prerequisites to learn service now although awareness of programming knowledge
would be little helpful during the course every API feature used, will be based on the service now
platform.

Servicenow Academy
 GLOBAL LEADER...

Srinivas Sunkara

About Our Trainer

Srinivas Sunkara is the Servicenow Architect & Solution Provider. The education background
includes in Master of Computer Application (MCA) from Acharya Nagarjuna University, India. Total
11 years of IT expertise and career was begin as Lotus Notes Developer. Previously worked on
various technical platforms like... Share Point, Oracle Business Intelligence, Robotic Process
Automation and past five years into Servicenow in software development and Implementation.
Almost given training for 20000+ Professionals.

Servicenow Academy
ADMINSTRATION

CURRICULUM

Lesson 01 - Cloud Computing Basics

Introduction to Cloud Computing
What is Cloud Computing
Private and Public Cloud
What is the Difference Between SAAS and PAAS
What are the Benefits of Cloud Computing?

Lesson 02 - Introduction to ITIL

What is ITIL Roles and Responsibility of IT Help Desk
Introduction to ITIL Foundation Modules in ITIL
ITIL Versions
Benefits of ITIL Standards
ITIL Approaches

Lesson 03 - Service Now Overview and Introduction

Introduction to ITSM Servicenow Features
Overview of ITSM Servicenow Objectives
Introduction of Servicenow Servicenow Lifecycle
What is Servicenow? Architecture of Servicenow
Why and who can use Servicenow Servicenow Market Trends
History of Servicenow Prerequisites for Servicenow
Servicenow Versions

Lesson 04 - PDI Account Creation

How to create a PDI account in Servicenow?
Requesting for Instance
How Reset Admin Password
Who will create Developer Instance
Use of stats.do
Lesson 05 – User Interface
What is User Interface (UI)? Use of Global Search

Difference Between UI15 and UI16 Toggle Connect Sidebar

User Profile Settings (Available Component)

Basic Configuration
Purpose of Impersonate User

Lesson 06 - Forms
What is Form & Records? Field Properties
Form Header and Fields Working with Annotation
Configuring & Personalizing Forms Creating Custom Fields from Design and Form Layout
Form Design and Form Layout Configure Dot Walking
Work with Form Sections Form Customization and Personalization

Lesson 07 – Formatters
What is Intraduction Formatter?
Types of formatters are available in base system
Working with all Formatters
Create process flow formatter for Incident Table

Lesson 08 - Lists
Filters and Search Conditions in Lists Configure List Layout
Types of Record Searches List Controls
Condition Builder List Calculations
Breadcrumbs and Usage Purpose of Wild Card Entries
Context Menus Filters & Searches
Personalizing and Customizing Lists Update Multiple Records
Filters Add to Favorite Wild Card Entries
Lession 09 – Plugins
What is Plugin? Importance of Load Demo Data

Predefined Plugins Installed in servicenow Who will Request Plugins?

Activating and Deactivating Plugins Repair and Upgrade Plugins

Plugin Upgrading How to Request Plugin in Real Time?

Importance of Dependency Plugin HI Service Portal (Now Support)

Lesson 10 - Tables and Fields and Columns

Introduction to Table Configure Label and Choices

Out of the Box Tables Configure Styles

Types of Tables in Servicenow Working with Choice List

Extended Table and Referenced Tables Rollback and Delete Recovery

Major Table in Servicenow Importance of Delete Record Module

Schema Map Data Dictionary Tables

Creating Custom Table Default Fields created in Custom Fields

Deleting Custom Tables Use of Task Table

Defaults Fields in Custom Table Dictionary Override

Describe u_ Decision Tables

Dictionary Entries Remote Tables

Module-11: User Administration

Introduction to User Administration Creating Countries and Locations
Creating Users Assign roles to Users and Groups
Types of User Interfaces in Servicenow Delegate Users
Difference Between End User, ITIL User, Administration Current Logged in Users
Working with Groups Active Transitions
Working with Roles User Preferences
Creating Department and Company
Lesson 12 – Incident Management Life Cycle and State Model

Introduction to Incident Management

What is Incident
Life Cycle of Incident Management
Working with State Model

Lesson 13 – Data Lookup Rules

Introduction to Data Lookup Rules
Creating New Data Lookup Rule
Modify Existing Data Lookup Rule
Data Lookup Rule Tables of Incident and Problem
Working with Data Lookup Definition
Work with Record Macher

Lesson 14 – Assignment Lookup Rules

Introduction to Assignment Lookup Rule
Defining Assignment Rules
Creating New Assignment Rule
Precedence Between Data Lookup and Assignment and Business Rules

Lesson 15 – UI Policy
Introduction to UI Policy
Use of UI Policy
Create UI Policies for Incident Table
Working with More UI Policies
UI Policy Terminology
Converting an UI Policy to Data Policy
Describe Global, On Load, Reverse If false and Inherit for UI Policy
Working with Hide Related Lists
Lesson 16 – Data Policy
Introduction to Data Policy and Usage
Creating Data Policy Rules
Converting Data Policy to UI policy
Applying Data Policies to Incident Table
Difference between UI policy and Data Policy

Lesson 17 – Metrics
Introduction to Metrics
What is Metrics and Usage
Creating New Metric Definition

Lesson 18 – Related Lists

Introduction to Related Lists
Working with Related Lists
Creating New Related List and Add to Form

Lesson 19 – Service Level Management

Introduction to Service Level Management(SLM) Importance of Retroactive Start and Pause
Describing SLA SLA Calculation
Types of SLA’s Tracking of SLA Definition
Working with SLA, OLA and UC
Understand Existing SLA Definition
Creating New SLA Definition for Incident Table
SLA Targets
Schedule SLA Definitions

Lesson 20 – Import Sets

Work with Coalesce
Introduction to Import Sets
Working with Multiple Coalesce
Data Import Process
Run Transform Map
Preparing Data for Import
Importing Data Sources
Data Loading
Schedule Import Sets
Creating Transform Map
Transform Event Scripts
Fields Mapping
Transformation Event Script Variable
Lesson 21 - Update Sets
Introduction to Update Sets Update Sets Practical Exercise
Importance of Update Sets Preview and Commit Update Sets
Update Sets Tables Migrating Update Sets
What Update Sets Captured and Does Not Captured Merge Update Sets
Default Update Sets Back oOut Changes from Target Instance
Update Sets Administration Update Sets Precautions
Create New Local Update Sets Update Sets States
Working with Retrieved Update Sets

Lesson 22 - Service Catalog

Introduction to Service Catalog Working with Variable Sets
Configure Service Catalogs Working with User Criteria
Configure Categories Catalog UI Policy
Create Catalog Item Catalog Client Scripts
Adding Service Catalog to Service Portal Creating Variable Attributes
Types of Catalog Item Working with Reference Qualifier
Record Producers Service Catalog Properties
Types of Variables Fulfillment Groups
Order Guides Catalog Request Report
Working with Rule Base Variable Default Sizes
Working with Cascade Variable Working with Regular Expressions

Lesson 23 - Workflow
Activity Definition
Introduction to Workflow
Workflow Versions
Workflow Core Activities
Workflow Properties
Creating New Workflow
Validate Workflow
Workflow Editor
Scheduled Workflow
Stages Sets
Add workflow to Catalog Item
Active Contexts
Workflow Administration
Lesson 24 – Execution Plan (Optional)
Introduction to Execution Plan
Create Execution Plan Task
Create Execution Plan Variables

Lesson 25 – Reports & Dash Boards

Introduction to Reports Report Properties
Types of Reports Reports Statistics
Creating New Report Working with Gauges
Deleting Report Introduction to Dash Boards
Reports add to Dash Board Create New Dash Board
Report Sharing Responsive Non Responsive Dash boards
Scheduling Reports Difference Between Home Page and Dash Board
Publish and Unpublish the Reports

Lesson 26 - Access Control List

Introduction to System Security Describing Table and None
Importance of Elevate Roles and Security Admin Describing * and None
Creating New ACL Rule Describing * and *
Levels of ACL (Table and Field) Describing Table and Field
ACL Operations
ACL Execution Order
Types of ACL’s

Lesson 27 - Email Notification

Introduction to System notifications
Purpose of Email Notifications
Creating New Email Notification
Email Notification Tabs
Preview Notification
Email Templates
Notifications on Event is fired
Notifications on Triggered
Configure Email Notification
Working with Notification Email Scripts
Omit Watermarks in Email Notifications
Send Email Notification to CC
Allow Digest
Email Subscription
Push Notifications
Lesson – 28 Configure MID Server
Introduction to MID Server
Create MID Server User Record
Download MID Server Windows 64 bit
Install MID Server in Servicenow Instance
Validating MID Server
MID Server Capabilities
MID Server Dash Board

Lesson 29 - Cloning Instance

Introduction Cloning
Use of Cloning
Cloning Instance

Lesson 30 - Incident Management Lifecycle and State Model

Brief Introduction to Incident
Incident Definition
Incident Life Cycle and State Model
Incident Management Process
Default States in Incident
Importance of Watch List and Work Notes List in Incident
Importance of Work Notes Field and Additional Comment Field
Knowledge Article Usage in Incident
Working with incident Form Context Menu
Working with Dependent and Default Value in Incident
Incident Management Properties
View VIP Status for a Caller in Incident
Incident Auto Closing

Lesson 31 - Working with Major Incident Management (Optional)

Introduction to Major Incident Management
Creating Major Incident Candidate
Creating Major Incident
Importance of Candidates
Major Incident Trigger Rules
Properties of Major Incidents
Promote to Major Incident
Propose Major Incident
Lesson 32- Problem Management Lifecycle and State Model
Brief Introduction to Problem Communicate Workaround for Problem
Problem Definition Communicate a Fix
Creating Problem Record Create Known Article in Problem
Add associated Incidents to Problem Working with Problem Task
Problem Life Cycle and State Model Root Cause Analysis
Default States in Problem Problem Management Properties
Knowledge Article Usage in Problem

Lesson 33 - Change Management Lifecycle and State Model

Introduction to Change Management Create Standard Template add to Catalog
Create Change Request Working with Risk Calculation
Change Request Table Working with Risk Assessment
Create change request from Incident Change Management Plugins
Types of Changes Unauthorized Change Request
Elaborate Simple, Standard and Emergency Changes Change Properties
Standard Change Catalog
Change Lifecycle and State Model

Lesson 35 - Knowledge Management Lifecycle and State Model

Working with Open Submission
Introduction to Knowledge Management
Working with Feedback Management
Use of Knowledge Articles
Knowledge Administration
Knowledge Management Lifecycle and State Model
User Criteria in Knowledge Management
Configure Knowledge Management
Integrating Knowledge Articles in Incident and Service Portal
Create New Article and Publish
Knowledge Articles Workflow’s
Retired Article
Instant Publish and Retired
Create Knowledgebase
Approval Publish and Retired
Knowledge Management Roles
Knowledge Coach
DEVELOPMENT
CURRICULUM
Lesson 1 - Java Script Fundamentals
Java Script Introduction Java Script Assignment Operators
History of Java Script Variables in Java Script
Client Side Java Script and Server Side Java Script Working with Mathematical Operations
Java Script Templates Work with Conditions (if, else if and else)
Use of template. Print Working with Switch Loop
Working with Single Line Comment and Multi line Comments Working with Functions
Types of Variable Java Script Objects
Working with String and String Concatenation Working with Random and Math’s
Working with Arrays Java Script Error Handling
Java Script Ari hm ic Operators

Lesson 2 - Glide API’s

Introduction to Glide API’s Glide Data and Time
Overview of Glide API’s Working with Glide Date and Time Methods
Client Side Glide API’s and Server Side Glide API’s Glide List
Working with Important Glide API’s Working with Glide List Methods
Glide Record Glide Element
Working with Glide Record Methods Working with Glide Elements Methods
Glide Form Glide Dialog Window
Working with Glide Form Methods Working with Glide Dialog Window Methods
Glide User Glide Aggregation
Working with Glide User Methods Working with Glide Aggregation Methods
Glide Session Glide Ajax
Working with Glide Session Methods
Glide Date
Working with Glide Date Methods

Sesson 3 - Client Scripts

Introduction to Client Scripts
Purpose of Client Scripts and Where These are Run
Types of Client Scripts
Elaborate onLoad, onChange, onSubmit and onCellEdit Client scripts
Create New Client Script
Working with More Client Script Examples
Catalog Client Script
Difference Between Client Scripts and Catalog Client Scripts
Lesson 4 - UI Actions
Introduction to UI Actions
Importance of UI Action
Working with Existing UI Actions
Create new UI Action
Creating UI Actions into Different Places
Working with Client Side UI Actions
Importance of gsftsubmit in UI Action
Working with more Examples

Lesson 5 - Business Rules

Introduction to Business Rules
Importance of Business Rules
Working with Display and Query Business Rule
Working with Async and Sync business rule
Business Rule Actions
Prevent recursive business rules
Working with existing business rules in PDI
Create new business rule
Global variables in Business Rule
Working with more example

Lesson 6 - UI Scripts
Introduction to UI Scripts
Working with Global UI Scripts
Create new UI Script
Run UI Scripts
UI Scripts on Client Side

Lesson 7 – Schedule Jobs

Introduction to Scheduled jobs
Schedule jobs States
Create new Schedule job
Run Schedule jobs
View Schedule Items
Lesson 8 – Script Include
Introduction to Script Include
Use of Script Include
Types of Script Include
Server Side Script Include
Client Side Script Include
Difference Between Global Business Rule and Script Include
Create New Script Include
Calling Script Include into Business Rules
Calling Script Include into Client Side

Lesson 9 – Script Include with Glide Ajax

Introduction to Glide Ajax
Importance of Glide Ajax
How to Call Script Include with Glide Ajax?

Lesson 10 – Inbound Email Actions

Introduction to Inbound Email Action
Overview of Inbound Email Action
Types of Incoming Email
Create Inbound Email Action
Importance of New, Reply and Forward

Lesson 11 – UI Scripts
Introduction to UI Scripts
Global UI Scripts
Create New UI Scripts
Run UI Scripts
Call UI Scripts in HTML

Lesson 12 – Fix Scripts

Introduction to Fix Script
Create Fix Script
Run Fix Script
Testing Fix Scripts
Lesson 13 – Transform Event Scripts
Introduction to Transform Event Scripts
Types of Event Scripts
Working with All Types of Event Scripts
Test Coalescing and The Transform Script

Lesson 14 – UI Pages and UI Macros

Introduction to UI Pages and Macros
Create New UI Page
Working with UI Macro
UI Macro Form

Lesson 15 – Implementation
Introduction to Implementation
Working with Scope or Custom Applications
Using All Servicenow Components to Implement Custom Application

Integration
Out of the Box REST API
 Our Branches
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Lane, Ameerpet, Hyderabad, Telangana, 500038

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Prime Hospital, Ameerpet, Hyderabad, Telangana 500016

Manjeera square, Flat No: 202, 2nd Floor, opposite to

Prime Hospital, Ameerpet, Hyderabad, Telangana 500016

Manjeera square, Flat No: 403, 4thFloor, opposite to Prime

Hospital, Ameerpet, Hyderabad, Telangana 500016

HYDERABAD | BANGALORE | PUNE | CHENNAI | NOIDA

Flat No:501, 5th Floor, Namdev Block-A, Prime Hospital Lane, Ameerpet, Hyderabad.
+91-9949429009 www.dettifossit.com
 If anything is worth doing,
do it with all your heart.
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Flat No:501, 5th Floor, Namdev Block-A, Prime Hospital Lane, Ameerpet, Hyderabad.
+91-9949429009 www.dettifossit.com