Introduction to ServiceNow Architecture

• Overview of ServiceNow platform and its architecture
• Key ServiceNow components: ServiceNow ITSM, ITOM, ITBM, HR Service Delivery, and Security Operations
• Understanding ServiceNow’s multi-instance architecture
• ServiceNow architecture best practices and deployment models

ServiceNow Configuration & Customization

• Detailed guide to configuring ServiceNow modules and workflows
• Customizing forms, UI policies, client scripts, and business rules
• Setting up service catalogs and designing approval workflows
• Advanced configuration techniques for automating business processes in ServiceNow

ServiceNow Integration and Data Management

• ServiceNow integration methods: REST APIs, SOAP, and Web Services
• Understanding ServiceNow IntegrationHub for system integration
• Data management techniques, including import sets, data transformation, and LDAP integration
• Integrating third-party applications with ServiceNow, including CRM, ERP, and other enterprise systems

ServiceNow ITSM Implementation

• In-depth study of ITSM modules: Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management
• Designing and configuring ITSM workflows and automating service delivery
• Implementing self-service portals and knowledge bases
• Reporting and analytics for ITSM processes in ServiceNow

ServiceNow Security Operations and Risk Management

• Designing Security Incident Response workflows and Vulnerability Response modules
• Best practices for Security Operations in ServiceNow
• Understanding Risk Management capabilities and configuring risk and audit processes
• Integrating third-party security tools with ServiceNow

ServiceNow ITOM and Automation

• Configuring IT Operations Management (ITOM): Discovery, Service Mapping, Event Management, and Cloud Management
• Automating IT operations with Orchestration and Cloud Management
• Managing server health, capacity planning, and event correlation
• Using predictive analytics to automate service delivery

ServiceNow Performance Analytics & Reporting

• Introduction to Performance Analytics in ServiceNow
• Designing custom reports, dashboards, and widgets
• Leveraging Performance Analytics to drive business decisions
• Configuring Key Performance Indicators (KPIs) and SLAs

ServiceNow Platform Security and Compliance

• Best practices for configuring ServiceNow security
• Role-based access control (RBAC) and managing user permissions
• Implementing data encryption and securing ServiceNow data
• Ensuring compliance with industry standards like GDPR and HIPAA

ServiceNow System Administration and Maintenance

• Understanding ServiceNow system administration roles and tasks
• Performing system upgrades, patch management, and version control
• Monitoring and troubleshooting ServiceNow instances
• Maintaining ServiceNow platform health and ensuring optimal performance

Certification Preparation and Career Guidance

• Preparing for the ServiceNow Certified System Architect exam
• Study strategies, exam structure, and practice questions
• Resume-building, interview tips, and job search strategies for ServiceNow professionals
• Career opportunities for ServiceNow Architects and consultants