Knowledge Sources to Go

[Maik Skoddow]

Motivation

When I started my ServiceNow journey, I was overwhelmed by the vast amount of information about that ecosystem, and therefore I had no idea where to start. It took several months to crawl through all the websites, online courses, videos, and articles concerning ServiceNow, but I cannot expect every new onboarded team member to spend as much time on it as I did. And so I started to sort and write down all the sources I had found. As a result, a document was born I named "Knowledge Sources to Go", because you could download it from that Community page and take it home. Over the time, the document was growing rapidly, and an office document is a very dissatisfying medium as it doesn't allow embedding multimedia content. Furthermore, I wasn't able to get deep links out of such a document, but for answering Community questions this would be really helpful. Therefore, I decided to transfer all contents to individual Community pages and use that page just as a landing page and as a collection of links to the further contents.

Hints 

Since it is impossible to list all existing sources, it was necessary to undergo a selection process for all findings. The most important criterion was the free and unrestricted availability via a permanent internet URL. Nevertheless, it may happen that you need a (free) ServiceNow account for certain content, but basically this is a precondition if you want to get closer to ServiceNow. The second selection criterion was topicality. It makes no sense referencing content that is outdated by now. And finally, the selection is always somewhat subjective, which is quite normal in my opinion. After playing around for a while, I decided to align the content pages largely to the ServiceNow product portfolio. I hope that this way the reader will quickly find his orientation and get to the information he is looking for.

Contents

In the following table of contents, a 🌟 icon indicates pages which have been added recently

Foundation

New to ServiceNow & no idea where to go? Start your journey with ServiceNow

Releases Zurich (2025) Yokohama (2025) Xanadu (2024)

Platform Capabilities Workflow Data Fabric 🌟  Integration Hub Document Intelligence Robotic Process Automation (RPA) Stream Connect for Apache Kafka Automation Center App Engine No-Code / Low-Code Development Tools Pro-Code Development Tools App Engine Management Center (AEMC) AI / ML Solutions AI Search Automation Discovery Document Intelligence Natural Language Understanding (NLU) Predictive Intelligence (PI) Generative AI Now Assist Agentic AI & AI Agents 🌟 Analytics & Reporting Solutions Platform Analytics Process Mining User Experience Analytics Dashboards & Interactive Filters (deprecated) Reporting (deprecated) Conversational Interfaces Agent Chat Sidebar Virtual Agent Experiences / UIs Mobile Service Portals Next Experience Advanced Work Assignment (AWA) Automated Test Framework (ATF) Common Service Data Model (CSDM) Configuration Management Database (CMDB) Identification & Reconciliation Engine (IRE) CMDB Health Query Builder & NLQ Search Data Manager Decision Management Employee Center Guided Tours Knowledge Management MID Server Service Catalog & Request Management Catalog Builder Service Level Management Universal Request

Platform Administration Admin Center Archiving Cloning Domain Separation Globalization Identity & Authentication Password Reset Application Adaptive Authentication Zero Trust Access Multi Factory Authentication (MFA) LDAP(S) OAuth Single Sign On (SSO) Importing & Transforming of External Data Easy Import Data Sources Data Loading & Transforming via Import Sets & Transform Maps Data Loading & Transforming via Integration Hub Import Data Loading & Transforming via Integration Hub ETL Service Graph Connectors Instance Health Health Scan Instance Scan Instance Troubleshooter Move Data & Configurations between Instances XML-based Data Transfers Update Sets Instance Data Replication (IDR) Remote Instance Spoke Integration Hub Remote Process Sync Performance & Maintenance Instance Performance Management Data Maintenance Server Side Scripting Integration Performance Efficient Database Operations Security & Data Privacy Data Privacy Security Center Access Analyzer Access Control Lists (ACL) Data Filtration (deprecated) Security Data Filters Encryption Log Export Service Subscription Management & Licensing Upgrading & Patching Using the Now Support Portal

Development

Tools & Studios AI Assistance Now Assist for Creator No-Code / Low-Code App Engine Studio (AES) Creator Studio Flow Designer Playbooks & Playbook Experience UI Builder Mobile App Builder Mobile Card Builder Pro-Code Custom Components & CLI ServiceNow Studio ServiceNow IDE

Governance & Management tbd

Customer Experience

Field Service Management (FSM) Now Assist Dynamic Scheduling Schedule Optimization Dispatcher Workspace Planned Maintenance & Planned Work Management Inventory Management Contractor Management	Customer Service Management (CSM) Now Assist Case Management Engagement Messenger Task Intelligence Communities
Sales & Order Management (SOM) 🌟

Technology Excellence

IT Service Management (ITSM) Now Assist Incident Management Major Incident Management Problem Management Change Management Continual Improvement Management (CIM) Digital Portfolio Management (DPM) Digital Product Release (RPR) Walk-up Experience Workforce Optimization DevOps Change Velocity Config	IT Operations Management (ITOM) ITOM Visibility Agent Client Collector for Visibility Discovery Certificate Inventory and Management Service Mapping ITOM Health Agent Client Collector for Monitoring Event Management Predictive AIOps Health Log Analytics (HLA) ITOM Cloud Accelerate 🌟
IT Asset Management (ITAM) Hardware Asset Management (HAM) Software Asset Management (SAM) Enterprise Asset Management (EAM) Cloud Cost Management (CCM)	Security Operations (SecOps) Now Assist Vulnerability Response (VR) Security Incident Response (SIR) Configuration Compliance (CC)
Strategic Portfolio Management (SPM) Strategic/Portfolio Planning Collaborative Work Management 🌟 Agile Development & SAFe (deprecated) Application Portfolio Management (APM) (deprecated) Investment Funding Project Portfolio Management (PPM) Project Management Resource Management Innovation Management Demand Management Test Management	Governance, Risk & Compliance (GRC) Integrated Risk Management (IRM) Third Part Risk Management (TPRM) Business Continuity Management (BCM) Environmental, Social, and Governance Management (ESGM)
Enterprise Architecture (EA)

Employee Experience

Employee Service Management HR Service Delivery (HRSD) Enterprise Onboarding & Transitions Journey Accelerator Legal Service Delivery (LSD) Legal Request Management Legal Matter Management Legal Practice Apps Procurement Service Management (PSM)

Workplace Service Delivery (WSD) Case Management Reservation Management Indoor Mapping Workplace Space Management Workplace Maintenance Management Move Management Visitor Management

Industries

Financial Services Operations (FSO)  FSO for Banking FSO for Insurance

Telecommunications Telecommunications Service Management Order Management for Telecommunications Telecommunications Network Performance Management

[ersureshbe]

I loved it. Easy and handy reference. 

[Jennifer Schoe1]

This document and your work are phenomenal!

[Anoop Gandhi]

its so cool, superb initiative @Maik Skoddow 

it really is motivating and inspiring !!

Thanks.

[Jodi Hartman1]

Maik,

Thank you so much for providing this and the many other amazingly helpful in-depth articles that give so many a head start.  You are greatly appreciated!  

Best regards,

Jodi

[brooke calhoun]

This is an very thoughtful and helpful post. Thank you for the attention to detail. I find myself with access to a ton of content about how to enable our partners for implementations, and product knowledge... but less and less about internal presales best practices. Thoughts?

[kumaraj]

Hi Maik,

Its really great help for all the servicenow learner. 

Thank you very much for your time, interest and hard work to create these many informative topics and complied on one place.

Hats off to you 🙂 

[Abbas_5]

Thank you @Maik Skoddow 

Thanks for sharing!

[edramirez]

Mark -

This is a phenomenal outline of packaged goods and services. I only wish I had had this when I started my Journey.   Thanks to you, I can leverage this outline to refresh my skills and gain new skills but, more importantly, learn much faster.

Cheers!

[Chris Cardenas]

Thanks!

[Mohd_Raihan]

Great stuff Maik Skoddow Thank you for sharing these links. Can you also provide some insights on the telecommunication tsom/TSM module.

[kumarswapnil]

Hi @Maik Skoddow ,

Thanks a lot for sharing this information in a well orgnised manner

It is going to help a lot to community.

People like you are a true asset to servicnow and IT

[Subhash Sonwane]

Dear Maik,

Thank you so much !! 

Could you please add link for Telecommunications as well.

[rajumunta]

Thanks for this wonderful and detailed article.

[Twinkle S]

Hey Maik,

Kudos on this knowledge treasure! 

Dont know why and how I missed this link. But it is something I have bookmarked now 

Cheers

Twinkle