ServiceNow Training

We can help provide your organization with the skills needed to use, administer, or build on the ServiceNow platform

ServiceNow Fundamentals Training

This course is designed for system administrators who are new to the ServiceNow environment. During this 3-day interactive training course attendees will implement various system administration functions in their own instance, learning to perform fundamental administration and configuration tasks.

3-day
interactive course

This course follows the official ServiceNow curriculum.

  • Module 1: User Interface and essentials Core Configuration tasks.
  • Module 2: Add users, groups, and roles.
  • Module 3: Manage data
  • Module 4: Work with four key elements of the Service Automation Platform, Knowledge Base, Service Catalog, Workflows, and SLAs.
  • Module 5: Core Application Administration: Policies and Interactions, Business Rules and Client Scripts, Application Security, and Notifications.
  • Module 6: Ongoing Maintenance -- Update Sets, Upgrade History and Status, Performance concepts, and Collaboration.

Attendees participate in real world, relevant lab exercises. The class features lecture and group discussions, as well as extensive hands-on practice, delivered in a wide variety of labs and an interactive discussion of a comprehensive, real-world example.

Who should attend?

This course is designed for new ServiceNow System Administrators - 0-3 months into a new deployment.

Where is it taught?

This course can be delivered at CAI's training facility in Newark Delaware, onsite at a client location, or remotely using web-based delivery platform.


ServiceNow Project Portfolio Management (PPM) Training

Project Management is the application of methods, tools, and techniques to achieve new capabilities, meet demands, respond to changes, and realize new opportunities. In this 2-day course, attendees are introduced to the ServiceNow Project Portfolio Management suite (PPS) and learn how to efficiently manage the project lifecycle.

2-day
interactive course

A combination of lecture content and lab work helps attendees achieve the following:

  • Get introduced to the suite of PPS tools and understand the specific role each application plays in Project Portfolio Management.
  • Understand the solution architecture and deployment options with respect to the organizational structure and goals.
  • Master the project management toolbox including Workbench, Templates, Scheduling Engine, Import and Export, Status Reports
  • Learn the secret of efficiently working with the Planning Console and My Gantt
  • Dive into advanced project scheduling and learn to track risks, issue goals, milestones, and baselines
  • Become proficient with Portfolio Financial Planning and project and demand financial estimation and budget vs actuals tracking
  • Implement Resource management to allow for a structured request-fulfill process and accounting of project resources
  • Use the Demand Application to prioritize business ideas and generate and manage strategic demands
  • Monitor Portfolio, Program, and Project health on Workbenches and via role-based dashboards

Who should attend?

This course is designed for Project, Program, and Portfolio Managers, members of the Project Management Office (PMO), project teams, project subject matter experts, and all stakeholders who will be actively interfacing with the ServiceNow Project Suite of applications (PPS).

Where is it taught?

This course can be delivered at CAI's training facility in Newark, Delaware, onsite at a client location, or remotely using web-based delivery platform.


ITSM Fundamentals

In the IT Service Management (ITSM) Fundamentals course, students explore the lifecycle of ServiceNow ITSM applications, from a Persona viewpoint - the perspective of the stakeholders and people who use the applications every day to do their jobs.

2 day
interactive course

Course focuses on the baseline capabilities and the touch points between these ITSM applications:

  • ITSM Overview
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Change Management
  • Request Fulfillment and Service Catalog
  • Configuration Management

Who should attend?

IT Process Owners, Project/Program/Engagement Managers, and Operations Managers

Where is it taught?

This course can be delivered at CAI's training facility in Newark Delaware, onsite at a client location, or remotely using web-based delivery platform.


ServiceNow End User Training

Use your implementation as an opportunity to connect with your end users. Explaining "why things are happening," "how we will be impacted," and "what to expect" will go a long way in getting buy-in with your end user community. Communicate a consistent message in ample time for people to adjust to the change that ServiceNow is bringing.

Varies
interactive course

A combination of lecture content and lab work helps attendees achieve the following:

In addition we can provide training to help explain the ServiceNow functionality to ensure your teams know how to perform their related tasks in the ServiceNow environment. Whether this is creating and resolving incidents, submitting and approving change requests, or creating service catalog items, we can tailor a program that is role based and meets the needs of your teams.

Our standard offering is a train-the-trainer model, where we deliver content to a smaller group of individuals that will ultimately be delivering the training to your larger teams.

We can however, the do the full scale training for your if your organization does not have the resources to deliver the training. This type of training can be as hands-on as you'd like. Whether you want a formal lab-like setting or just a demonstration, we can accommodate. We can build lab exercises that participants complete during the session or that they take away to complete on their own time.

Learning options.

We deliver in a way that is convenient and productive for you. Here are three options:

  • Instructor-lead Onsite - Learn in a hands-on environment (onsite at your facility or come visit ours).
  • Instructor-Led Virtual - Learn in a virtual training environment while sitting at your desk or other remote location.
  • Online Self-paced Training - Learn at your own pace through interactive training modules built specifically for your organization.