☁️ 1. ServiceNow Platform Overview

• Introduction to ServiceNow as an enterprise cloud platform

• History, evolution, and release/version overview (Utah, Vancouver, etc.)

• ServiceNow architecture and key platform capabilities

⚙️ 2. ServiceNow Instance Setup

• Personal Developer Instance (PDI) creation and management

• Instance login, reset, and upgrade basics

• Home page, Application Navigator, and Workspace overview

• Classic UI vs Next Experience (UI16, Polaris)

📋 3. Forms and UI Configuration

• Form layout, form design, and form builder

• Field types and field-level properties

• UI policies vs Data policies

• Form validation best practices

🔍 4. Lists and Filters

• List view concepts and personalization

• Creating and using filters

• Saved filters, list controls, and list actions

🗄️ 5. Tables and Data Model

• Table creation and configuration

• Dictionary entries and attributes

• Parent-child tables and table inheritance

• Schema map and relationships

• Dictionary overrides

🔗 6. Dot-Walking and Reference Fields

• Understanding reference fields

• Dot-walking concepts and real-time use cases

👥 7. User Administration and Security

• User creation and user types (ITIL, Admin, End User)

• Groups and role management

• Access Control Lists (ACLs)

• Impersonation and security best practices

🚨 8. Incident Management (ITSM Core)

• Incident lifecycle and ITIL alignment

• Incident form configuration

• SLAs, priorities, and assignment rules

• Backend validations and business logic

💻 9. Client-Side and Server-Side Scripting

• Introduction to ServiceNow scripting

• Client Scripts (onLoad, onChange, onSubmit, onCellEdit)

• UI Policies vs Client Scripts

• Glide APIs: GlideRecord, GlideAggregate, GlideSystem, GlideDateTime, GlideAjax

📜 10. Business Rules and Server Logic

• When and why to use Business Rules

• Before, After, Async, and Display rules

• Best practices and performance considerations

🧩 11. Script Includes and Reusability

• Script Include basics

• Client-callable Script Includes

• Scoped vs Global script includes

🔘 12. UI Actions and Custom Buttons

• Form, list, and related link UI actions

• Security and role-based UI actions

📧 13. Notifications and Email Engine

• Outbound email notifications

• Inbound email actions

• Email templates and notification debugging

⏳ 14. Scheduling and Automation

• Scheduled jobs

• Events and event-driven notifications

• Introduction to Flow Designer

• Comparison: Workflows vs Flow Designer

🛒 15. Request Management (ITSM)

• Service Catalog overview

• Record Producers

• Catalog Items and Variables

• Order Guides

• Approvals and fulfillment flows

🛠️ 16. Problem Management

• Problem lifecycle

• Root Cause Analysis (RCA)

• Known Error and workaround management

🔄 17. Change Management

• Change types (Standard, Normal, Emergency)

• Change lifecycle and approvals

• CAB and risk assessment

📚 18. Knowledge Management

• Knowledge base setup

• Article lifecycle and approvals

• Knowledge-Centered Service (KCS) basics

📦 19. Update Sets and Application Migration

• Update set fundamentals

• Best practices and conflict resolution

• Moving changes across instances

🔌 20. Integrations and REST APIs

• REST API basics

• Inbound REST integrations

• Outbound REST integrations

• Authentication methods (Basic, OAuth)

📊 21. Reporting and Dashboards

• Report types and data sources

• Dashboards and performance analytics overview

🏥 22. Instance Management

• Cloning concepts

• Upgrade basics and best practices

• Instance health and performance

⭐ 23. ServiceNow Best Practices

• Development and admin best practices

• Performance optimization

• Real-world ITSM implementation tips