Course Curriculum- ServiceNow AI Course Online
ServiceNow Fundamentals
Introduction to ServiceNow and cloud-based service management
Platform architecture, applications and modules
Navigation, lists, forms and application menus
Users, groups, roles and access basics
Personalization and platform configuration
ServiceNow Administration
Tables, fields, dictionary and form configuration
Table relationships and reference fields
Users, groups, roles and access control lists (ACLs)
Import Sets, Transform Maps and data management
Update Sets and application configuration
Reports, dashboards and scheduled reports
IT Service Management (ITSM)
Incident Management and major incidents
Problem Management and root-cause analysis
Change Enablement and change approvals
Request Management and Service Catalog
Knowledge Management
Service Level Agreements (SLAs), assignment rules and escalations
Configuration Management Database (CMDB) fundamentals
Workflow Automation and Flow Designer
Flow Designer fundamentals
Triggers, actions, conditions and data pills
Automated approvals and notifications
Record-triggered workflows
Integration Hub fundamentals and spokes
Troubleshooting and monitoring automated flows
ServiceNow Development Essentials
JavaScript fundamentals for ServiceNow
Client Scripts and UI Policies
Business Rules and Script Includes
GlideRecord basics
UI Actions and server-side versus client-side scripting
Notifications, debugging and application testing
Introduction to REST APIs and integrations
Artificial Intelligence and Generative AI Fundamentals
AI, machine learning and generative AI fundamentals
Large language models (LLMs) and prompt engineering
AI-assisted classification, summarization and content generation
Responsible AI, privacy and data security
AI use cases in IT support and enterprise service management
Introduction to AI agents and human-in-the-loop workflows
ServiceNow AI Capabilities and Now Assist
Introduction to ServiceNow AI capabilities and Now Assist
Generative AI use cases in ITSM
AI-assisted incident summarization and resolution notes
AI-assisted knowledge article creation
Conversational experiences and virtual agent concepts
AI Search and knowledge discovery concepts
AI skills, access controls, governance and availability considerations
Measuring AI output quality and business value
AI-Driven Service Desk Automation
Design AI-assisted incident intake and categorization
Route incidents based on category, urgency and assignment rules
Generate incident summaries and suggested responses
Build approval and escalation workflows
Create knowledge suggestions for common issues
Introduce AI-assisted ticket resolution with human review
Test accuracy, permissions and exception handling
