Durga Analytics Academy | Service Management & Low-Code
ServiceNow Training Program
System Admin · ITSM · CSM · App Developer
A role-focused, implementation-ready ServiceNow program that takes you from fundamentals to real-world configuration and development — with guidance for key certifications and project interviews.
Tracks: ServiceNow System Administrator · ITSM · CSM · Application Developer (Intro)
Format: Live Online · Hands-on Instance Access · Labs · Mini Projects
Program Snapshot
- • 8–10 weeks core track (Admin & ITSM), with optional CSM & Dev add-ons
- • Designed around real ServiceNow implementations and support scenarios
- • Configuration first, scripting only where needed for functionals
- • Interview prep, portfolio guidance and certification mapping (CSA, CIS-ITSM basics)
Who Should Join the ServiceNow Program?
The program is designed to make you productive on real ServiceNow projects — not just click through menus. We focus on ITSM/CSM flows, configuration, data model, admin tasks and basic app development.
IT Support & Service Desk Teams
L1/L2 support engineers, service desk analysts and ITIL practitioners who want to become ServiceNow admins / ITSM consultants instead of only working tickets.
Developers & Automation Engineers
Java / JavaScript / automation engineers who want to build workflows, integrations and low-code apps on the ServiceNow platform with solid admin fundamentals.
Process & Functional Consultants
ITSM / CSM / HR process consultants and business analysts who want hands-on ServiceNow skills to work on configuration, requirements and solutioning with clients.
Program Tracks — Build Your ServiceNow Path
You can start with the Core Admin & ITSM track, and optionally add CSM and Intro App Developer tracks depending on your role and goals.
Track 1 — Core Admin
System Administration & Platform Basics
- Instance & UI basics
- Tables, forms, lists
- Users, roles, groups
- ACL & basic security
Track 2 — ITSM
Incident, Problem, Change, CMDB
- ITIL overview on ServiceNow
- Incident / Problem flows
- Change & CAB
- CMDB & discovery basics
Track 3 — CSM (Add-on)
Customer Service Management
- Case mgmt & SLAs
- Portals & knowledge
- Entitlements & contracts
- CSM analytics overview
Track 4 — App Developer (Intro)
Scripting & Low-Code Apps
- Server/client scripting basics
- Flows & Flow Designer
- UI actions & policies
- Intro to integration options
Curriculum — From Fundamentals to Real Projects
Each track has its own detailed syllabus, but they follow a common pattern: platform basics, configuration, process flows, hands-on labs and project simulations.
Module A — ServiceNow Platform & Admin Essentials
- ServiceNow overview, instances, navigation and UI
- Tables, records, dictionary, reference fields and relationships
- Lists, filters, views, tags and favorites; building basic reports
- Users, groups, roles, ACL basics and access troubleshooting
- Update sets, application scope and instance management concepts
Module B — ITSM Processes on ServiceNow
- ITIL refresher: Incident, Problem, Change, Request, Knowledge
- Incident lifecycle, priority, SLAs, business rules and notifications
- Problem & known error management; RCA and workarounds
- Change management: change types, CAB, risk/impact, approvals
- Request management and service catalog basics
Module C — CMDB, Discovery & Operations
- CMDB concepts: CIs, classes, relationships and best practices
- Populating and maintaining CMDB — sources and governance (overview)
- Event management, monitoring integrations (conceptual)
- Dashboards, performance analytics overview for ITSM
Module D — Customer Service Management (Add-on)
- CSM data model: accounts, contacts, cases
- Case intake: email, portal, chat and agent workspace
- SLAs, entitlements and contract-based service levels
- Knowledge base, communities and self-service portals (overview)
Module E — Intro to Scripting & App Development
- Server-side scripting basics: business rules, script includes (conceptual + simple examples)
- Client-side scripts: client scripts, UI policies and UX considerations
- Flow Designer & workflow-style automation
- Basics of integrations: REST APIs, import sets (high-level overview)
Module F — Project Lifecycle, Documentation & Support
- Implementation lifecycle: requirements, design, build, test, deploy, support
- Writing configuration workbooks and basic design docs
- Testing: test cases, UAT, defect tracking
- Support & enhancements: working with tickets, change requests and releases
Capstone — ServiceNow Implementation Simulation
Learners work in small teams to simulate a mini ServiceNow implementation:
- Define requirements for a sample organisation (ITSM + simple catalog)
- Configure forms, fields, SLAs, notifications and basic flows
- Demonstrate an end-to-end scenario (incident to problem/change, or case closure)
- Prepare a short “client demo” and configuration summary deck
Hands-On Practice, Instance Access & Labs
Guided Labs
- Table, form and list configuration exercises
- Building SLAs, notifications and simple flows
- Practical ITSM scenarios with real-like data
Mini Projects
- Configure a simple service catalog item
- Design a basic dashboard for ITSM metrics
- Set up a small CSM case flow (optional track)
Career & Certification Support
- Mapping topics to CSA and CIS-ITSM outlines (at a high level)
- Sample questions & exam tips (non-official)
- CV / LinkedIn positioning for ServiceNow roles
Delivery Formats & Indicative Pricing
Cohort-Based Live Online
Fixed start dates, limited batch size and live instructor-led sessions. Best for individuals and small groups who want structure and peer learning.
Corporate Batches
Customised curriculum mapped to your ServiceNow modules and processes, with internal case studies and optional post-training consulting hours.
Mentoring & Interview Prep
Extra help with mock interviews, scenario-based questions, and guidance on transitioning into ServiceNow roles from IT support / development backgrounds.
Core Admin + ITSM
For learners focusing on System Administrator skills and ITSM configuration.
- 8–10 weeks
- Labs + mini projects
- Interview & certification orientation
Full Stack: Admin + ITSM + CSM + Dev (Intro)
For those targeting broader ServiceNow consultant / developer roles.
- 10–14 weeks
- Capstone implementation simulation
- Extra mentoring sessions
Corporate & Teams
Tailored for organisations rolling out or scaling ServiceNow, with optional focus on ITSM, CSM, HRSD or other modules.
- Custom agenda & depth
- On-prem or hybrid options
- Follow-up Q&A clinics
Note: Exact pricing depends on geography, cohort size and tracks chosen. Official ServiceNow certification exam fees and learning subscriptions (if any) are not included in the course fee.
Faculty & Coaching Style
Lead Instructor — ServiceNow Consultant
Experienced ServiceNow consultant with multi-module implementation experience (ITSM, CSM, platform) and a strong track record of mentoring juniors into admin/consultant roles.
What We Emphasize
- Understanding “why” behind every configuration, not just “where to click”
- End-to-end process thinking: ITIL/CSM flows mapped to ServiceNow
- Clean configuration and documentation practices that clients appreciate
- Realistic expectations and honest guidance on careers & certifications
Get the ServiceNow Program Brochure & Next Batch Dates
Share a short note on your background (IT support, developer, fresh graduate, process consultant, etc.), preferred tracks (Admin / ITSM / CSM / Dev) and whether you’re joining as an individual or on behalf of a company. We’ll send you the detailed syllabus, batch dates and fee options.
Email: contact@durgaanalytics.com
Website: durgaanalytics.com
LinkedIn: Durga Analytics