Mastering ServiceNow: Unlocking Efficient IT Service Management

Course Overview

Mastering ServiceNow is an interactive and comprehensive course designed to help IT professionals unlock the full potential of ServiceNow and efficiently manage IT services. Upon completion of this course, participants will receive a certificate issued by The Art of Service.

Course Features

• Interactive: Engaging video lessons, quizzes, and hands-on projects
• Comprehensive: Covering 80+ topics in-depth, organized into chapters
• Personalized: Learn at your own pace, with flexible learning options
• Up-to-date: Latest best practices and real-world applications
• Practical: Hands-on projects and actionable insights
• Expert Instructors: Seasoned professionals with extensive experience
• Certification: Receive a certificate upon completion, issued by The Art of Service
• Flexible Learning: Accessible on desktop, tablet, or mobile devices
• User-friendly: Easy-to-use interface and intuitive navigation
• Community-driven: Connect with peers and experts in the field
• Lifetime Access: Enjoy unlimited access to course materials
• Gamification: Engaging quizzes and challenges to test your knowledge
• Progress Tracking: Monitor your progress and stay on track

Course Outline

Module 1: Introduction to ServiceNow

• What is ServiceNow?
• History and Evolution of ServiceNow
• Key Features and Benefits
• ServiceNow Architecture
• ServiceNow Modules and Applications

Module 2: IT Service Management (ITSM) Fundamentals

• What is ITSM?
• ITSM Frameworks and Standards
• Service Desk and Incident Management
• Problem Management and Root Cause Analysis
• Change Management and Release Management

Module 3: ServiceNow Configuration and Customization

• ServiceNow Configuration Options
• Form Design and Layout
• Field Configuration and Customization
• Business Rules and Client Scripts
• UI Policies and Data Validation

Module 4: ServiceNow Reporting and Analytics

• ServiceNow Reporting Options
• Creating and Customizing Reports
• ServiceNow Analytics and Dashboards
• Performance Metrics and KPIs
• Data Visualization and Storytelling

Module 5: ServiceNow Integration and Automation

• ServiceNow Integration Options
• APIs and Web Services
• ServiceNow Orchestration and Automation
• Creating and Managing Workflows
• Automating Tasks and Processes

Module 6: ServiceNow Security and Governance

• ServiceNow Security Features
• Access Control and User Management
• Data Encryption and Compliance
• Audit and Compliance Management
• ServiceNow Governance and Risk Management

Module 7: ServiceNow Best Practices and Optimization

• ServiceNow Best Practices
• Optimizing ServiceNow Configuration
• Improving User Adoption and Experience
• ServiceNow Performance Optimization
• Continuous Improvement and Monitoring

Module 8: Advanced ServiceNow Topics

• ServiceNow Advanced Features
• Artificial Intelligence and Machine Learning
• Internet of Things (IoT) and ServiceNow
• ServiceNow and Cloud Computing
• Future of ServiceNow and ITSM

Course Format

This course is delivered online, with 80+ video lessons, quizzes, hands-on projects, and downloadable resources.

Course Duration

This course is self-paced, and you can complete it in your own time. The estimated completion time is 40 hours.

Course Prerequisites

There are no prerequisites for this course, but basic knowledge of IT service management and ServiceNow is recommended.

Course Certificate

Upon completion of this course, participants will receive a certificate issued by The Art of Service.

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