What is ServiceNow — and Why Is This Skill in Such High Demand?

ServiceNow is the world's leading cloud-based platform for IT Service Management (ITSM) and enterprise workflow automation. Major companies — from TCS and Infosys to global banks and telecom giants — use ServiceNow to manage their IT operations, automate business processes, and deliver digital experiences to employees and customers.

The result is a massive and growing demand for professionals who can administer and develop on the ServiceNow platform. Whether you want to work as a ServiceNow Administrator managing an enterprise instance, or as a ServiceNow Developer building custom applications and integrations, this course gives you the skills to get there.

At Aapvex, our ServiceNow course is structured as two connected tracks — Administration and Development — so you learn the platform from the ground up and can pursue roles at multiple levels. Call 7796731656 to discuss which track is right for your background.

Course Curriculum

The course is divided into an Administration track and a Development track. The Administration curriculum covers the complete platform foundation; the Development curriculum builds scripting and customisation skills on top of it.

L01Cloud Computing Basics▶
  • Introduction to Cloud Computing
  • What is Cloud Computing — Private and Public Cloud
  • Difference between SaaS and PaaS
  • Benefits of Cloud Computing for enterprises
L02Introduction to ITIL▶
  • What is ITIL — Introduction to ITIL Foundation
  • ITIL Versions and benefits of ITIL standards
  • ITIL Approaches and modules
  • Roles and responsibilities of IT Help Desk
L03ServiceNow Overview▶
  • Introduction to ITSM — Overview of ITSM
  • What is ServiceNow — History, features, and objectives
  • ServiceNow lifecycle and architecture
  • ServiceNow market trends, versions, and prerequisites
L04PDI Account Creation▶
  • Creating a new PDI (Personal Developer Instance) account
  • Requesting and managing a Developer Instance
  • Resetting admin password — use of stats.do
L05User Interface▶
  • What is the ServiceNow User Interface (UI)?
  • Difference between UI15 and UI16
  • User Profile, Basic Configuration, Impersonate User
  • Global Search, Connect Sidebar, Settings
L06Forms▶
  • What is a Form and a Record?
  • Form Headers, Fields, Design and Layout
  • Working with Form Sections and Field Properties
  • Annotation, Custom Fields, Dot Walking
  • Form Customisation and Personalisation
L07Formatters▶
  • What is a Formatter — types of formatters in the base system
  • Working with all formatter types
  • Creating a process flow formatter for the Incident table
L08Lists▶
  • Filters and Search Conditions — Condition Builder, Breadcrumbs, Context Menus
  • Personalising and customising lists — Configure List Layout, List Controls
  • List Calculations, Wild Card Entries, Update Multiple Records
L09Plugins▶
  • What is a Plugin — predefined plugins in ServiceNow
  • Activating, deactivating, repairing and upgrading plugins
  • Dependency plugins, Load Demo Data, HI Service Portal (Now Support)
L10Tables, Fields & Columns▶
  • Introduction to Tables — out-of-the-box and types of tables
  • Extended and Referenced Tables, Schema Map, Dictionary Entries
  • Creating and deleting custom tables, default fields, u_ prefix
L11User Administration▶
  • Creating users — End User, ITIL User, Administrator differences
  • Working with Groups, Roles, Departments, Companies
  • Assigning roles, Delegate Users, Active Transitions, User Preferences
L12Incident Management Lifecycle▶
  • Introduction to Incident Management — What is an Incident?
  • Incident Management lifecycle and State Model
L13Data Lookup Rules▶
  • Introduction — Creating and modifying Data Lookup Rules
  • Data Lookup Rule tables for Incident and Problem
  • Working with Data Lookup Definition and Record Matcher
L14Assignment Lookup Rules▶
  • Introduction — Defining and creating Assignment Rules
  • Precedence between Data Lookup, Assignment, and Business Rules
L15UI Policy▶
  • Introduction to UI Policy — creating policies for the Incident table
  • UI Policy terminology — Global, On Load, Reverse If False, Inherit
  • Converting UI Policy to Data Policy, Working with Hidden Related Lists
L16Data Policy▶
  • Introduction — Creating Data Policy Rules
  • Converting Data Policy to UI Policy
  • Applying Data Policies to the Incident table
L17Metrics▶
  • What is a Metric and how it is used
  • Creating a new Metric Definition
L18Related Lists▶
  • Introduction to Related Lists
  • Working with and creating new Related Lists, adding to a form
L19Service Level Management▶
  • Introduction to SLM — SLA, OLA, and UC types
  • Creating SLA Definitions, SLA Targets, Scheduled SLA Definitions
  • Retroactive Start/Pause, SLA Calculation and Tracking
L20Import Sets▶
  • Data Import Process — Preparing and Loading Data
  • Creating Transform Maps, Fields Mapping, Coalesce
  • Running Transform Maps, Schedule Import Sets, Transform Event Scripts
L21Update Sets▶
  • Importance of Update Sets — what they capture vs. what they don't
  • Creating, migrating, merging, and committing Update Sets
  • Back out changes from target instance, Update Set states and precautions
L22Service Catalog▶
  • Configure Service Catalogs, Categories, and Catalog Items
  • Types of Catalog Items — Record Producers, Order Guides
  • Variables, Variable Sets, Variable Attributes, Cascade Variables
  • Catalog UI Policy, Catalog Client Scripts, Reference Qualifier
  • User Criteria, Fulfillment Groups, Catalog Request Reports
L23Workflow▶
  • Workflow Core Activities and Workflow Editor
  • Stages, Active Contexts, Activity Definition, Workflow Versions
  • Validate and Schedule Workflows, add Workflow to Catalog Item
L24Execution Plan (Optional)▶
  • Introduction — Create Execution Plan Tasks and Variables
L25Reports & Dashboards▶
  • Types of Reports — Creating, Deleting, Sharing, and Scheduling Reports
  • Report Properties, Statistics, Gauges
  • Creating Dashboards — Responsive vs. Non-Responsive, Home Page vs. Dashboard
L26Access Control List (ACL)▶
  • System Security — Elevate Roles, Security Admin
  • Creating ACL Rules — Levels (Table and Field), Operations, Execution Order
  • Types of ACLs — Table, Field, * and None combinations
L27Email Notifications▶
  • Creating Email Notifications — Tabs, Preview, Templates
  • Trigger-based and Event-based Notifications, Notification Scripts
  • Omit Watermarks, CC, Digest, Subscriptions, Push Notifications
L28Configure MID Server▶
  • Introduction to MID Server — creating MID Server User Record
  • Downloading, installing, and validating the MID Server
  • MID Server Capabilities and Dashboard
L29Cloning Instance▶
  • Introduction to Cloning — use cases and how to clone an instance
L30Major Incident Management▶
  • Creating Major Incident Candidates and Major Incidents
  • Trigger Rules, Properties, Promote and Propose Major Incidents
L31Problem Management Lifecycle▶
  • Problem Definition, Problem Record, Problem State Model
  • Knowledge Articles, Workarounds, Known Articles, Problem Tasks
L32Change Management Lifecycle▶
  • Change Request types — Simple, Standard, Emergency
  • Standard Change Catalog, Change Lifecycle and State Model
  • Risk Calculation, Risk Assessment, Unauthorised Change Request
L33Knowledge Management Lifecycle▶
  • Knowledge Articles — create, publish, retire, create Knowledge Bases
  • Open Submission, Feedback Management, User Criteria
  • Integrating Knowledge with Incident and Service Portal
  • Instant and Approval-based Publish/Retire workflows, Knowledge Coach
L01JavaScript Fundamentals▶
  • JavaScript Introduction — history, client-side vs. server-side
  • Variables, Data Types, String Concatenation, Arrays
  • Assignment Operators, Mathematical Operations
  • Conditions (if / else if / else), Switch, Functions, Objects
  • Error Handling, Random and Math methods
L02Glide APIs▶
  • Introduction — Client-Side vs. Server-Side Glide APIs
  • GlideRecord — methods and usage
  • GlideForm — methods and usage
  • GlideUser, GlideSession, GlideDate, GlideDateTime, GlideList
  • GlideElement, GlideDialogWindow, GlideAggregation, GlideAjax
L03Client Scripts▶
  • Introduction — purpose and where Client Scripts run
  • Types: onLoad, onChange, onSubmit, onCellEdit
  • Creating Client Scripts and Catalog Client Scripts
  • Difference between Client Scripts and Catalog Client Scripts
L04UI Actions▶
  • Introduction to UI Actions — working with existing UI Actions
  • Creating UI Actions in different locations
  • Client-Side UI Actions — gsftsubmit importance
L05Business Rules▶
  • Introduction and importance of Business Rules
  • Display, Query, Async, and Sync Business Rules
  • Business Rule Actions, preventing recursive business rules
  • Global variables in Business Rules
L06UI Script▶
  • Introduction to UI Scripts — Global UI Scripts
  • Creating, running, and using UI Scripts on the client side
L07Scheduled Jobs▶
  • Scheduled Job States — creating and running Scheduled Jobs
  • Viewing Scheduled Items
L08Script Include▶
  • Types of Script Includes — Server-Side and Client-Side
  • Difference between Global Business Rules and Script Includes
  • Calling Script Includes from Business Rules and Client Side
L09Script Include with Glide Ajax▶
  • Introduction to Glide Ajax — types and importance
  • Calling a Script Include with Glide Ajax
L10Inbound Email Actions▶
  • Introduction — types of incoming email
  • Creating Inbound Email Actions — New, Reply, Forward
L11Fix Scripts▶
  • Creating, running, and testing Fix Scripts
L12Transform Event Scripts▶
  • Types of Transform Event Scripts
  • Working with all event script types, Test Coalescing
L13Implementation▶
  • Working with Scope and Custom Applications
  • Using all ServiceNow components to implement a custom application
L14Integration (Optional)▶
  • Overview of out-of-the-box REST API

ServiceNow Roles You Can Target

ServiceNow professionals work across IT departments, implementation partners, and consulting firms. Here are the primary roles this course prepares you for:

🖥
Administrator
₹4–9 LPA
⚙
Developer
₹6–14 LPA
🔧
Implementation Specialist
₹8–18 LPA
🔗
Integration Specialist
₹10–20 LPA
🏗
Architect
₹18–35 LPA

Who Should Join This Course?

No specific ServiceNow prerequisite is needed — we cover the platform from scratch. Basic computer familiarity is sufficient for the Administration track. For the Developer track, some exposure to JavaScript is helpful but not mandatory. Call 7796731656 to find out which track suits your background.

Student Success Stories

"I had 2 years of IT support experience but no platform skills. After completing the ServiceNow Administration course at Aapvex, I cleared the CSA exam in my first attempt and joined a leading IT services company in Pune. The hands-on practice on a real developer instance made all the difference."
— Ravi K., ServiceNow Administrator, IT Services Company, Pune
"The Development track at Aapvex was exactly what I needed after my engineering degree. The JavaScript fundamentals, Glide API module, and the final implementation project gave me the confidence to crack two technical interviews. I'm now working as a ServiceNow Developer. Call 7796731656 if you're considering this course."
— Pooja S., ServiceNow Developer, Global Consulting Firm, Bangalore

Frequently Asked Questions

Do I need programming experience to join the ServiceNow course?
For the Administration track — no programming experience is required. For the Development track — we teach JavaScript from scratch, so prior coding experience helps but is not mandatory. We recommend starting with the Administration track if you are completely new to IT.
Will I get a developer instance to practice on?
Yes. Every student gets guided support to create their own free Personal Developer Instance (PDI) on the ServiceNow developer portal. All hands-on lab exercises are done on your own live instance — not just demos.
Does this course prepare me for the official ServiceNow CSA certification?
The Administration curriculum directly covers the topics tested in the ServiceNow Certified System Administrator (CSA) exam. We provide exam-oriented practice questions and guidance as part of the course. The certification exam fee is separate and paid directly to ServiceNow.
How do I enrol?
Call or WhatsApp us at 7796731656. We will explain the current batch schedule, discuss your background, and help you choose the right track. No commitment required on the first call.