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ServiceNow

Information Technology > Cloud-based management

Description

ServiceNow is a cloud-based platform that automates and manages IT service processes. It's designed to help organizations streamline their IT services, reduce manual tasks, and enhance productivity. ServiceNow skills range from basic understanding of the platform and its applications, to advanced scripting, system configuration, and custom application development. As you gain proficiency, you can design complex workflows, integrate ServiceNow with other systems, and even lead implementation projects. Knowledge in ServiceNow's reporting and analytics tools, security model, and advanced modules like IT Operations Management (ITOM) and IT Business Management (ITBM) are also valuable.

Expected Behaviors

✎
LEVEL 1

Fundamental Awareness

At this level, individuals are expected to have a basic understanding of IT Service Management (ITSM) and the ServiceNow platform. They should be familiar with cloud computing concepts and have an awareness of IT Operations Management (ITOM). This is the initial stage where they are just getting introduced to the ServiceNow environment.

🌱
LEVEL 2

Novice

Novices should be able to navigate the ServiceNow interface and understand its basic modules. They should have knowledge about ServiceNow's database structure and be capable of creating and managing users and groups. They should also be able to perform basic configurations of ServiceNow applications.

🌍
LEVEL 3

Intermediate

Intermediate users should be proficient in using ServiceNow's scripting tools and be able to design and implement workflows. They should have experience with ServiceNow's reporting and analytics tools and understand its security model. At this level, they should also be able to customize ServiceNow applications.

⭐
LEVEL 4

Advanced

Advanced users should have expertise in ServiceNow's scripting languages and be capable of developing custom applications on the platform. They should have experience with advanced ServiceNow modules like ITOM, ITBM, etc., and be proficient in integrating ServiceNow with other systems. They should also be able to perform advanced system configurations.

🏆
LEVEL 5

Expert

Experts should have a deep understanding of ServiceNow architecture and be proficient in advanced scripting and application development. They should be capable of designing and implementing complex integrations and have experience with performance analysis and optimization. At this level, they should also be able to lead ServiceNow implementation projects.

Micro Skills

✎
LEVEL 1

Fundamental Awareness

Understanding of Service Management
Awareness of ITSM processes
Awareness of ITIL principles
Understanding of ITIL processes
Understanding of ServiceNow platform
Understanding of the basic functionality of ServiceNow
Awareness of ServiceNow ITSM
Understanding of ServiceNow ITOM
Awareness of cloud computing benefits
Understanding of cloud computing deployment models
Understanding of Infrastructure as a Service (IaaS)
Understanding of Platform as a Service (PaaS)
Understanding of Software as a Service (SaaS)
Awareness of ITOM processes
Basic knowledge of ITOM tools
Understanding of ServiceNow ITOM capabilities
Understanding of ServiceNow ITOM processes
🌱
LEVEL 2

Novice

Familiarity with dashboard layout
Understanding of dashboard widgets
Understanding of application navigator
Familiarity with favorites section
Understanding of basic search
Familiarity with advanced search
Understanding of UI policies
Familiarity with UI actions
Knowledge of incident lifecycle
Familiarity with incident assignment
Understanding of problem lifecycle
Familiarity with problem analysis
Understanding of change lifecycle
Familiarity with change approval
Knowledge of knowledge base structure
Familiarity with knowledge sharing
Understanding of table hierarchy
Familiarity with field types
Knowledge of reference fields
Familiarity with related lists
Understanding of table creation process
Familiarity with table modification
Understanding of basic data types
Familiarity with complex data types
Knowledge of role hierarchy
Familiarity with access controls
Understanding of user creation process
Familiarity with role assignment
Understanding of group creation process
Familiarity with group management
Knowledge of delegation rules
Familiarity with delegation scenarios
Understanding of form layout
Familiarity with list layout
Knowledge of system property categories
Familiarity with system property usage
Understanding of update set lifecycle
Familiarity with update set migration
Understanding of application files
Familiarity with application scopes
🌍
LEVEL 3

Intermediate

Understanding of JavaScript
Ability to write and debug scripts
Knowledge of ServiceNow APIs
Experience with server-side and client-side scripting
Understanding of workflow editor
Ability to create and modify workflows
Experience with workflow activities
Knowledge of workflow conditions and transitions
Ability to create and customize reports
Understanding of performance analytics
Experience with dashboards and homepages
Knowledge of data visualization techniques
Knowledge of access control lists (ACLs)
Understanding of roles and groups
Experience with user administration
Knowledge of encryption and security rules
Experience with form and list customization
Understanding of UI policies and actions
Ability to create and modify business rules
Knowledge of application scopes
⭐
LEVEL 4

Advanced

Knowledge of Glide API
Ability to write script includes
Proficiency in debugging scripts
Understanding of application scopes
Experience with the ServiceNow Studio IDE
Knowledge of application data model design
Ability to create and customize forms and lists
Experience with implementing business rules and workflows in applications
Understanding of IT Operations Management (ITOM) processes
Knowledge of IT Business Management (ITBM) processes
Experience with configuring and using specific modules like Incident Management, Problem Management, Change Management, etc.
Ability to integrate these modules with other systems
Experience with reporting and analytics for these modules
Understanding of web services and APIs
Experience with ServiceNow's REST and SOAP integrations
Knowledge of OAuth and SSO integrations
Ability to troubleshoot integration issues
Experience with data mapping and transformation
Understanding of system properties and their impact
Experience with system clones and upgrades
Knowledge of performance testing and tuning
Ability to manage system logs and diagnose issues
Experience with setting up and managing access controls
🏆
LEVEL 5

Expert

Knowledge of ServiceNow's multi-instance architecture
Understanding of ServiceNow's database schema
Familiarity with ServiceNow's data model
Ability to design and implement high availability and disaster recovery strategies
Proficiency in JavaScript and AngularJS
Experience with ServiceNow's client and server APIs
Ability to develop custom applications using ServiceNow Studio
Knowledge of ServiceNow's application scopes
Experience with web services (REST, SOAP)
Understanding of OAuth and SSO technologies
Ability to use ServiceNow's IntegrationHub
Experience with third-party integration tools like MuleSoft, Dell Boomi, etc.
Ability to use ServiceNow's Performance Analytics module
Understanding of ServiceNow's caching mechanisms
Experience with load testing and performance tuning
Knowledge of ServiceNow's best practices for performance optimization
Experience with project management methodologies (Agile, Waterfall, etc.)
Ability to define and manage project scope, schedule, and budget
Experience with stakeholder management
Understanding of ServiceNow's implementation methodology

Skill Overview

  • Expert4 years experience
  • Micro-skills120
  • Roles requiring skill3

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