Learning Services
ServiceNow® replaces unstructured work patterns with intelligent, automated workflows of the future so that IT, HR, security, customer service, and everyone in the enterprise can work at lightspeed. As a ServiceNow® Authorized Training Partner we can help provide your organization with the skills needed to use, administer, or build on the ServiceNow® platform.
ServiceNow® Fundamentals is designed for users with various organizational roles who are expected to work within the NOW Platform®. During this three‑day interactive training course, attendees will learn about the NOW Platform® User Interface, gain a basic knowledge of the database schema, understand uses for commonly accessed applications, and be introduced to advanced features and functionality, such as scripting and application development.
Specifically, attendees will learn about:
The class features lecture and group discussions, as well as extensive hands‑on practice delivered in a wide variety of labs complete with user stories. For more information, see the full course outline.
This course is designed for all users; those experienced with ServiceNow® or brand new to the platform and looking to learn about the fundamental platform features.
The System Administration Advanced course teaches about the robust controls in the base instance in modules and labs to reinforce daily tasks. Course labs are designed step‑by‑step to facilitate application of concepts.
This course explores ServiceNow® application and how it's defined. It continues by covering the components of an application, focusing on application scopes and the different types of application data. The course continues on by examining reporting. It examines how ServiceNow® reporting enables the user to create and distribute reports that show the current state of instance data, such as how many open incidents of each priority exist followed by data hygiene and the importance of maintaining the system humming, which also provides better user experience. The course wraps up by reviewing ServiceNow® integrations with many third‑party applications and data sources.
The System Administration Advanced course will prepare administrators through advanced concepts by:
This course is designed for ServiceNow® administrators and consultants who maintain ServiceNow® systems – in production for approximately six to 12 months – and who have successfully passed the System Administration certification.
Project Management is the application of methods, tools, and techniques to achieve new capabilities, meet demands, respond to organizational changes, or realize a new opportunity. In this two‑day course, attendees will be introduced to the Project Portfolio Management (PPM) application and will learn to manage efficiently the project lifecycle from initiation to closeout.
Specifically, attendees will learn how to:
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).
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.
Course focuses on the baseline capabilities and the touch points between these ITSM applications:
IT Process Owners, Project / Program / Engagement Managers, and Operations Managers.
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.
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.
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.
We deliver in a way that is convenient and productive for you. Here are three options:
1. Instructor-lead Onsite: Learn in a hands-on environment (onsite at your facility or come visit ours).
2. Instructor-Led Virtual: Learn in a virtual training environment while sitting at your desk or other remote location.
3. Online Self-paced Training: Learn at your own pace through interactive training modules built specifically for your organization.
