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ServiceNow Training Solutions
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Clarent360 delivers distinct training programs for each role that touches ServiceNow — from the administrators who configure it, to the analysts who use it in security operations, to the end users who raise requests every day.
Builds the technical depth needed to manage, configure and maintain the ServiceNow platform confidently. Participants leave able to handle day-to-day administration, governed configuration changes and basic development tasks — without escalating to an external consultant for routine work.
| Module | What participants learn |
|---|---|
| Platform Navigation & Architecture | How ServiceNow is structured, key tables, navigation patterns and system admin basics. |
| User & Role Management | Creating users, groups and roles. ACL fundamentals and permission management. |
| Form & List Configuration | Configuring forms, views, UI policies and display conditions. |
| Workflow & Flow Designer | Building and modifying workflows and flows, triggers and approval steps. |
| Service Catalogue Admin | Managing catalogue items, variables, approval workflows and fulfilment tasks. |
| Reporting & Dashboards | Building reports, configuring dashboards and scheduled distribution. |
| Update Sets | Managing configuration through update sets across environments safely. |
Designed for team members who own specific workflows within ServiceNow — incident managers, GRC leads, security operations managers and compliance officers. This program develops the skills to manage processes within the platform, review and improve workflows and report on performance — without needing to understand deep technical configuration.
| Track | Coverage |
|---|---|
| ITSM Process Owners | Incident, change and problem management workflow operation, SLA management, escalation paths and service catalogue oversight. |
| SecOps Process Owners | Security incident response workflow operation, playbook oversight, vulnerability response management and threat intelligence triage. |
| GRC Owners | Risk register management, control assessments, policy lifecycle management, audit program operation and compliance evidence collection. |
| Reporting & Analytics | Building and maintaining process performance dashboards, KPI reporting and executive-level visibility views for all process types. |
Targeted training for security operations team members who work within the ServiceNow SecOps module during day-to-day operations and security events. This program develops the analytical and operational skills needed to triage incidents, manage vulnerability workflows and use the platform effectively under pressure.
| Topic | What analysts learn |
|---|---|
| Security Incident Triage | Classification, prioritisation and initial response actions within the platform against defined categories. |
| Playbook Execution | Following and completing automated and manual playbook steps — including escalation decision points. |
| Vulnerability Response | Reviewing vulnerability findings, assigning owners, tracking remediation progress and managing SLAs. |
| Threat Intelligence | Reviewing indicators, enriching incidents with threat context and applying intelligence in triage decisions. |
| Reporting & Escalation | Producing analyst reports, escalating incidents within defined thresholds and communicating status. |
For risk, compliance and audit professionals who need to operate the ServiceNow GRC module as part of their daily role. This program builds the practical skills needed to manage risk registers, run compliance programs, administer audit workflows and produce governance reporting.
| Topic | What practitioners learn |
|---|---|
| Risk Register Operation | Adding risks, scoring, assigning treatments and managing the risk lifecycle from identification to closure. |
| Control Framework Management | Maintaining controls, linking to regulatory obligations and updating assessment evidence. |
| Compliance Program Operation | Managing assessments, tracking remediation and producing compliance status reports. |
| Audit Management | Setting up audit programs, collecting evidence, managing findings and tracking remediation to closure. |
| Policy Management | Managing the policy lifecycle, review cycles and attestation workflows across the organisation. |
Role-based training for the staff who interact with ServiceNow as part of their daily work — raising requests, logging incidents, completing tasks and approving workflows through the self-service portal. This program reduces support overhead, drives adoption and gives users confidence.
| Topic | What users learn |
|---|---|
| Self-Service Portal | How to raise service requests, log incidents, track request status and use the knowledge base. |
| Task & Approval Management | Managing assigned tasks, completing approval requests and understanding workflow status. |
| GRC Attestations | Completing control attestations, policy acknowledgement workflows and submitting compliance evidence. |
| Incident Logging | Logging incidents correctly — categories, priorities, descriptions and attachments — to speed resolution. |
All training programs are available in three delivery formats — choose the model that fits your team's size, location and scheduling constraints, or combine formats across different role groups.
On-site delivery at your location using your own ServiceNow environment. Hands-on sessions with direct facilitator interaction and real-time Q&A. Best for teams that benefit from focused group learning and collaborative exercises.
Live virtual delivery via Microsoft Teams or Zoom. Structured sessions with hands-on exercises in your environment. Suitable for distributed teams, interstate participants or where travel is not practical.
Bespoke eLearning modules recorded against your specific platform configuration — for self-paced completion and ongoing onboarding of new staff who join after the initial training delivery.
Every Clarent360 training program includes professionally produced materials — not just slides used during the session. Participants leave with reference guides, runbooks and quick cards they can use on the job every day.
The most important difference between Clarent360 training and standard ServiceNow vendor content is context. Every program is built around your instance — not a demonstration environment.
| Training Aspect | Generic Training | Clarent360 Training |
|---|---|---|
| Training environment | Generic demo instance | Your actual ServiceNow instance |
| Workflow examples | Standard out-of-box examples | Built from your real workflows and processes |
| Naming conventions | Default ServiceNow terminology | Your organisation's own naming and categories |
| Role specificity | One size fits all | Separate programs per role — admins, analysts, GRC, end users |
| Post-training materials | Session slides only | Runbooks, reference guides and quick cards included |
| GRC and SecOps depth | Surface-level or unavailable | Dedicated programs for GRC practitioners and SecOps analysts |
| Connection to implementation | None | If Clarent360 built your platform, training is a direct extension |
"Training is not an optional extra on a ServiceNow implementation — it is what determines whether the platform gets used, owned and evolved by your organisation, or gradually abandoned in favour of old habits."CLARENT360 — SERVICENOW PRACTICE
Contact the Clarent360 team to discuss your training requirements, team structure and preferred delivery model. We will design a program that fits your platform, your people and your timeline.