ServiceNow Administration and Development Training Course Content
- Overview of ServiceNow: The platform as a "System of Action" with a focus on Agentic AI (AI agents that complete tasks autonomously).
- Key Features: Introduction to the Coral Theme (UX) and Now Assist (GenAI).
- Navigating the Interface: Using the Next Experience Unified Navigation and personalizing with the Theme Builder.
- User & Group Management: Working with Security Center to audit permissions and enforcing MFA (FIDO2) for admins.
- Data Management: Utilizing the Data Management Console (Yokohama update) to monitor storage and archiving.
- Forms & Lists: Configuring the new List - Updated component with built-in CSV export and pagination.
- Business Rules: Distinguishing between synchronous and asynchronous rules (Async, Before, After, Display).
- Service Catalog: Using the Catalog Builder to democratize item creation and the Catalog browse component in UI Builder.
- Introduction to Scripting: Moving to ECMAScript 2021 (ES12) support, allowing for async/await and Promises.
- Client vs. Server Side:
- Client: g_form, g_user, and the new GlideAjax best practices.
- Server: Deep dive into GlideRecordSecure and Scripting Governance (deny-by-default rules).
- Workflows vs. Flow Designer: 2026 Shift: Workflow Studio is now the primary interface. Legacy Workflow Editor is deprecated for new development. Focus on IntegrationHub spokes and AI Action steps.
- Service Portal: Introduction to Employee Center (EC) as the standard portal and using Lazy Loading for widget performance.
- REST & SOAP: Configuring Machine Identity Access Control to restrict integration accounts to specific endpoints.
- Performance & Optimization: Using User Experience Analytics (UXA) to identify page load bottlenecks and "waterfall" views.
- Application Development:
- ServiceNow IDE: Using the new web-based IDE for pro-code development.
- Developer Sandboxes: Creating isolated "sub-instances" for safe testing within a single dev instance.
- AI Development: Building AI Agent Skills and using the AI Control Tower to govern model usage.
- Lab 1: Build a custom "Leave Request" app using the Build Agent (Natural Language to App).
- Lab 2: Create an AI Agent in Agent Studio to automatically summarize and categorize incoming cases.
- Lab 3: Configure a Git integration to pull/push a scoped application to a repository.
- CSA (Certified System Administrator): Focuses on Flow Designer, CMDB (CSDM 4.0), and Security Center.
- CAD (Certified Application Developer): 20% of the exam now focuses on Application Automation (Flows & Script Includes) and External Data (REST).
- 2026 Tip: Ensure you are familiar with Now Assist for Code—it is increasingly being integrated into the development process.