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Learn ServiceNow with online courses and programs

ServiceNow acts as a workflow automation platform that can enhance productivity for businesses that want to optimize their operations. Aspiring and current IT professionals can benefit from learning how to leverage ServiceNow for streamlined operations.
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What is ServiceNow?

ServiceNow is a workflow automation platform for enterprises to streamline their business processes. It is a cloud-based tool that integrates all enterprise functions and brings them under a single IT solution. Originally created to offer IT service management, IT business management, and IT operations management, ServiceNow has evolved into a robust enterprise management platform.

Thanks to its flexibility, the products offered by ServiceNow are well suited to different business functions and industries. For example, you can find products like ServiceNow ITSM (IT Service Management) and ITAM (IT Asset Management) under the umbrella of IT Workflow Solutions. These products are built on a central cloud platform called the Now Platform, from which you can build, customize, track, and manage all business operations based on your requirements.

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ServiceNow tutorial curriculum

A ServiceNow tutorial curriculum can vary depending on an individual’s specific needs, skill sets, and career aspirations. In order to take full advantage of its capabilities, learners who plan to use ServiceNow may want to enroll in a comprehensive course that covers the fundamentals. There, you may explore the following topics:

  • Introduction to the Information Technology Infrastructure Library (ITIL): Learn the basics of the ITIL framework, which is widely used in IT service management. Core concepts of ITIL include service design, service transition, service operation, and continual service improvement.

  • ServiceNow fundamentals: Review the basics of the ServiceNow platform, including its latest releases, architecture, data model, user interface, and application development tools. You can learn the key features and functionalities of ServiceNow. Lessons may also review some best practices to configure and customize the platform. 

  • User interface and navigation: Examine user interface (UI) design and navigation in ServiceNow. You can learn how to create and customize ServiceNow UI components, such as forms, lists, and dashboards, and how to navigate the platform effectively. 

  • Database administration: Explore the configuration and administration of ServiceNow's Configuration Management Database (CMDB). You may also learn how to work with UI policies, workflows, and Service-Level Agreements (SLAs) to manage CMDB data effectively. 

  • Core applications: Learn about some of the frequently used core business applications offered by ServiceNow, such as Incident Management, Problem Management, Change Management, and Service Catalog. This can help you when configuring and customizing applications to meet specific business requirements. 

  • Scripting and UI: Practice how to use ServiceNow’s scripting languages, including JavaScript and Jelly, to customize the platform’s functionality. Lessons may cover the creation and customization of UI components with ServiceNow’s UI development tools.

Expand your knowledge of IT and workflow automation with edX. Discover a wide range of learning formats to accommodate your preferences, including accelerated boot camps and comprehensive bachelor’s degree programs. For more advanced learners, pursuing a master’s degree may be the goal, while busy professionals in leadership positions may benefit from executive education courses.

Explore jobs that use ServiceNow 

Learning how to use ServiceNow can be helpful for a number of technical roles. Some of the positions that can leverage the platform include: 

  • IT administrator: Manages and supports their organization’s IT infrastructure by determining the best tools and protocols for business needs. They can use ServiceNow to automate routine tasks and focus on more critical activities that require a human touch.Footnote 1

  • Developer: Uses programming languages and other industry tools to code software, applications, and websites. They can use ServiceNow to design, code, and develop business applications.Footnote 2

  • Implementation specialist: Has earned a ServiceNow certification that proves their proficiency in the configuration, customization, design, development, and testing of its different modules in an enterprise based on their specific requirements.Footnote 3

  • HR manager: Is responsible for handling a variety of tasks related to employee benefits, compensation, hiring, and similar activities. They can use ServiceNow to develop professional pathways or field employee requests more efficiently.Footnote 4

Your ability to leverage ServiceNow as an IT professional will depend on additional factors, such as your technical skills, practical experience, and understanding of your business’s needs. Job requirements will also vary based on the company and role. edX offers a variety of educational paths for learners interested in starting or advancing a career in tech, including boot camps on topics ranging from technology product management to fintech to UX/UI.

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Frequently asked questions

ServiceNow is used to digitize and automate business workflows in large enterprises. It provides cloud solutions to optimize and automate IT, customer, and employee workflows. It can be used across business areas like customer service, IT, security, and human resources to automate different tasks and processes. ServiceNow also offers custom products for specific industries like manufacturing, financial services, healthcare and life sciences, telecommunications, media, and technology.

ServiceNow is a cloud-based software as a service (SaaS) tool that helps in workflow automation for enterprises. It offers a scalable platform on a license basis to enterprises to digitize and streamline their operations.

ServiceNow enables an enterprise to streamline operations, increase efficiency, and enhance the experience of their employees and customers.Footnote 5 It has an intuitive user interface and a diverse set of robust features that make it a flexible and scalable cloud automation software for businesses of all sizes and industries. ServiceNow is also highly customizable, allowing users to meet the specific requirements of their industry or business function. Moreover, it offers easy integrations with other business applications through third-party apps and add-ons.

The three main parts of ServiceNow are IT Service Management (ITSM), IT Business Management (ITBM), and IT Operations Management (ITOM). These are their most popular products under IT workflows for different tasks. ITSM is used to help manage IT services like service level management, incident management, and change management. ITBM offers portfolio and project management capabilities like performance analytics, resource management, and demand management. ITOM provides special tools to manage IT infrastructure and operations like cloud management, event management, and automation.Footnote 6

The database is an important part of ServiceNow, but it is only one aspect of the platform. It also includes other components such as user interface (UI), workflows, automation, reporting, and analytics that work together as a comprehensive enterprise solution.

ServiceNow is not primarily considered to be traditional CRM software. It does have some CRM functionalities, such as customer case management and customer support functionality. However, its main focus is on ITSM and other enterprise-level solutions like human resources, security operations, and facilities management.