Program Schedule | ICICI - ServiceNow Program

Duration (in
Day# Date Timings Topics Subtopics Faculty
hours)
Overview of ITSM
Introduction of ServiceNow
What is ServiceNow?
Why and who can use ServiceNow
History of ServiceNow
ServiceNow Overview and Introduction ServiceNow Versions 2
ServiceNow Features
ServiceNow Objectives
How ServiceNow Evolved
Architecture of ServiceNow
Prerequisites for ServiceNow
What is User Interface (UI)?
Difference Between UI15 and UI16
User Profile
Day 1 Monday, 18 August, 2025 9.15am to 5.15pm Mr. Pradip S
Basic Configuration
ServiceNow User Interface 2
Purpose of Impersonate User
Use of Global Search
Toggle Connect Sidebar
Settings (Available Component)
Basics of versioning, rollback, deployment states, and
Application Lifecycle Management (ALM) 2
managing app updates
Filters and Search Conditions in Lists
Types of Record Searches
Condition Builder
Lists View & Administration Breadcrumbs and Usage 2
Context Menus
Personalizing and Customizing Lists
Filters Add to Favourite
Configure List Layout
List Controls
List Calculations
Lists View & Administration Purpose of Wild Card Entries 1
Filters & Searches
Update Multiple Records
Wild Card Entries

Day 2 Tuesday, 19 August, 2025 9.15am to 5.15pm Mr. Pradip S

 Introduction to Table
Out of the Box Tables
Types of Tables in ServiceNow
Extended Table and Referenced Tables
Major Table in ServiceNow
Schema Map
Creating Custom Table
Deleting Custom Tables
Defaults Fields in Custom Table
Describe u_
Dictionary Entries
Tables and Fields and Columns 4
Configure Label and Choices
Configure Styles
Working with Choice List
Rollback and Delete Recovery
Importance of Delete Record Module
Day 2 Tuesday, 19 August, 2025 9.15am to 5.15pm Data Dictionary Tables Mr. Pradip S
Default Fields created in Custom Fields
Use of Task Table
Dictionary Override
Decision Tables
Remote Tables
Introduction to User Administration
Creating Users
Types of User Interfaces in ServiceNow
Difference Between End User, run User,
administration
Working with Groups
Working with Roles
User Administration 2
Creating Department and Company
Creating Countries and Locations
Assign roles to Users and Groups
Delegate Users
Current Logged in Users
Active Transitions
User Preferences
Introduction to Service Level Management(SLM)
Describing SLA
Service Level Management 1
Types of SLA’s
Working with SLA, OLA and UC
Understand Existing SLA Definition
Creating New SLA Definition for Incident Table
SLA Targets
Service Level Management Schedule SLA Definitions 2
Importance of Retroactive Start and Pause
SLA Calculation
Tracking of SLA Definition

Day 3 Wednesday, 20 August, 2025 9.15am to 5.15pm Mr. Pradip S

 Work with Coalesce
Introduction to import Sets
Data Import Process
Preparing Data for Import
Data Loading
Creating Transform Map
Import Sets Fields Mapping 4
Working with Multiple Coalesce
Day 3 Wednesday, 20 August, 2025 9.15am to 5.15pm Run Transform Map Mr. Pradip S
Importing Data Sources
Schedule Import Sets
Transform Event Scripts
Transformation Event Script Variable
Introduction to Update Sets
importance of Update Sets
Update Sets Tables
What Update Sets Captured and Does Not Captured
Default Update Sets
Update Set 2
Update Sets Administration
Create New Local Update Sets
Working with Retrieved Update Sets
Update Sets Practical Exercise
Preview and Commit Update Sets
Migrating Update Sets
Merge Update Sets
Update Set Back out Changes from Target Instance 1
Update Sets Precautions
Update Sets States
Introduction to Service Catalog
Configure Service Catalogues
Configure Categories
Create Catalog Item
Adding Service Catalog to Service Portal
Types of Catalog Item
Record Producers
Day 4 Thursday, 21 August, 2025 9.15am to 5.15pm Types of Variables Mr. Pradip S
Service Catalog 4
Order Guides
Working with Rule Base
Working with Cascade Variable
Working with Variable Sets
Working with User Criteria
Catalog UI Policy
Catalog Client Scripts
Creating Variable Attributes
Overview
Components
Flow Designer 3
Build and test flows
Flow execution
Components and building an action
Flow Designer 1
Activity Designer
 Activity Definition
Introduction to Workflow
Workflow Core Activities
Creating New Workflow
Workflow Editor
Stages Sets
Workflow Active Contexts 3
Workflow Administration
Workflow Versions
Workflow Properties
Validate Workflow
Scheduled Workflow
Add workflow to Catalog Item
Introduction to Reports
Types of Reports
Creating New Report
Deleting Report
Reports add to Dash Board
Report Sharing
Day 5 Friday, 22 August, 2025 9.15am to 5.15pm Scheduling Reports Mr. Pradip S
Reports & Dash Boards Publish and Unpublish the Reports 2
Report Properties
Reports Statistics
Working with Gauges
Introduction to Dash Boards
Create New Dash Board
Responsive Non Responsive Dash boards
Difference Between Home Page and Dash Board
Introduction to System notifications
Purpose of Email Notifications
Creating New Email Notification
Email Notification Tabs
Preview Notification
Email Templates
Email Notification Notifications on Event is fired 2
Notifications on Triggered
Configure Email Notification
Working with Notification Email Scripts
Omit Watermarks in Email Notifications
Send Email Notification to CC
Email Subscription
Incident Management
Change Management
ITSM Modules Problem Management 2
Asset & CMDB
Knowledge Management

Mr. Pradip S
Day 6 Monday, 25 August, 2025 9.15am to 5.15pm
 What is Server side script
Glide API related to Serverside Scripting
Where do we use Server Side Script
How to use Service side Script
Data Policy Mr. Pradip S
Day 6 Monday, 25 August, 2025 9.15am to 5.15pm Server Side Scripting Script Include 4
Scheduled Job
Fix Script
Access Control (ACL)
Transform Script
Workflow Scripting
Introduction to Business Rules
Business Rules Importance of Business Rules 2
Working with Display and Query Business Rule
MCQ Assessment 1 - ServiceNow
Working with Async and Sync business rule
Business Rules 2
Business Rule Actions
Introduction to Client Scripts
Purpose of Client Scripts and Where These are Run
Types of Client Scripts
Client Script - OnLoad
Client Script - OnChange
Client Script - OnCellEdit
Create New Client Script
More Client Script Examples (Use cases)
Catalog Client Script .
Client Scripts Difference Between Client Scripts and Catalog Client 4
Day 7 Tuesday, 26 August, 2025 9.15am to 5.15pm Scripts Mr. Pradip S
Reference Fields
GlideAjax
g_scratchpad
UI Scripts
Client-side Glide API
GlideForm (g_form)
GlideUser (g_user)
GlideRecord
Introduction to U! Actions
Importance of Ul Action
Ul Actions 2
Working with Existing UI Actions
Create new UI Action

Wednesday, 27 August, 2025 Holiday - Ganesh Chaturthi

Creating UI Actions into Different Places
Ul Actions 1
Working with Client Side Ui Actions
Web services: Direct Web Services
Transform Map Web Services
Scripted Web Services
Email Integration: Inbound Actions
Integrations 4
Event Registry
Creating and Triggering Events
REST, SOAP
ServiceNow integration with third party applications
Day 8 Thursday, 28 August, 2025 9.15am to 5.15pm Mr. Siva
Day 8 Thursday, 28 August, 2025 9.15am to 5.15pm Jelly Scripting Mr. Siva
Background scripts
Scripting Email notification scripts 2
Code Snippet – where do we use it?
Schedule jobs
Debugging Best Practices
Client Side Debugging
Debugging field visibility
Debugging 1
Server Side Debugging
Script Debugger
Script Debugger Interface
ServiceNow Platform Implementation
CMDB Fundamentals
ServiceNow ITSM Fundamentals
Day 9 Friday, 29 August, 2025 9.15am to 5.15pm Implementation ITSM 8 Mr. Siva
ServiceNow ITSM Implementation
Project Hands-on
Assignments, Assessment
Differences between Scoped and Global applications
Scoped Applications Use cases for Scoped Applications 3
Security and isolation in Scoped Applications
Day 10 Saturday, 30 August, 2025 9.15am to 5.15pm Mr. Siva
Introduction to ATF
Automated Test Framework (ATF) Creating and running test suites 4
Best practices for using ATF
Portal Development Designing user-friendly portals 1

Customizing portal themes and layouts

Portal Development 3
Integrating with other ServiceNow modules
Designing complex workflows
Day 11 Monday, 1 September, 2025 9.15am to 5.15pm Mr. Siva
Flow Designer-Advanced Using triggers and actions effectively 4
Advanced conditions and branching
Orchestration and Integration Hub Third-party integrations 1
Orchestration and Integration Hub Inbound and outbound 1
Planning for platform upgrades
Platform Upgrades and Release
Managing release cycles 2
Management
Testing and validation post-upgrade
Day 12 Tuesday, 2 September, 2025 9.15am to 5.15pm Setting up Performance Analytics Mr. Siva
Performance Analytics Creating dashboards and reports 2
Analysing trends and KPIs
Creating and managing Access Control Rules
Security Model 3
Data security best practices
Security Model Auditing and compliance 1
Structuring knowledge bases
Knowledge Management Best practices for article creation 3
Publishing workflows and approvals
Navigating the Studio IDE
Studio IDE Creating and managing applications 2
Day 13 Wednesday, 3 September, 2025 9.15am to 5.15pm Debugging and testing applications in Studio Mr. Siva
Data management and archiving strategies
Best Practices & Instance Maintenance Regular maintenance tasks 1
Monitoring and performance tuning
Day 13 Wednesday, 3 September, 2025 9.15am to 5.15pm Mr. Siva

Navigating the ServiceNow community

ServiceNow Resources & Community Utilizing documentation effectively 1
Engaging with support and user groups
How the Configuration Management Database works,
CMDB and Discovery 3
including Discovery
Advanced features in Flow Designer, Orchestration, Mr. Siva
Workflow Automation 3
and Integration Hub
Day 14 Thursday, 4 September, 2025 9.15am to 5.15pm ITOM, ITBM, GRC, or HRSD Overview of ServiceNow’s other important modules 2
MCQ Assessment 2 - ServiceNow

Capstone Project 1 - ServiceNow

Friday, 5 September, 2025 Holiday - Eid

Overview of AES
Introduction to App Engine Studio (AES) Role of AES in low-code/no-code development 2
Navigation and interface walkthrough
Provisioning AES
App Engine Studio( AES) Setup &
Assigning Roles 2
Environment
Day 15 Saturday, 6 September, 2025 Studio Setup Mr. Siva
a)UI Builder: Designing user experiences
b)Catalog Builder: Creating catalogue items
Core AES Tools Flow Designer: Automating workflows 4
c)Table Builder: Creating and managing data tables
d)Integration Hub: Setting up and using integrations,
Using pre-built app templates
Creating Applications from Templates 4
Customizing templates
Designing from scratch
Building Applications from Scratch 2
Best practices for low-code apps
Day 16 Monday, 8 September, 2025 9.15am to 5.15pm
a)Data: Table creation, field types, relationships
b)Experience:
App Components Deep Dive 2
Portals, UI Builder, Mobile
Catalog: Building service catalogue items
c)Logic and Automation: Business Rules, Flows,
App Components Deep Dive Workflows 4
Day 17 Tuesday, 9 September, 2025 9.15am to 5.15pm d)Security: Roles, Access Controls, Policies
Custom Menus
UI Components Customization 4
Text box, text areas, etc
Integrations for alerts
Email Integration using custom apps
Custom integration process
Integration & Data Handling 6
Data transfer and integration using App Engine
Day 18 Wednesday, 10 September, 2025 9.15am to 5.15pm
REST/SOAP APIs, IntegrationHub basics, connectors,
web services
End-to-end app build
Hands-on Labs / Capstone Project 2
Use-case-based practice
End-to-end app build
Hands-on Labs / Capstone Project 8
Use-case-based practice
Day 19 Thursday, 11 September, 2025 9.15am to 5.15pm MCQ Assessment 3 - App Engine

Capstone Project 2 - App Engine