ServiceNow Software Asset Management (SAM)

Module 1: Introduction to Public Sector Digital Services

• Overview and benefits of digital transformation in government
• Understanding the public sector data model

Module 2: Case and Incident Management

• Managing constituent cases and government incidents
• Workflow automation and escalation

Module 3: Request Management and Service Catalog Configuring service catalogs for citizens and businesses Request fulfillment processes

Module 4: Omni-Channel Engagement

• Supporting communication via web, phone, chat, email, and social media
• Virtual agents and messaging integration

Module 5: Government Service Portals and Walk-Up Experiences

• Building public-facing portals
• Managing in-person service requests

Module 6: Knowledge Management

• Creating and publishing help articles
• Driving self-service adoption

Module 7: Reporting, Analytics, and Dashboards

• Performance measurement and real-time analytics
• Data-driven decision making

Module 8: Security, Compliance, and Privacy

• Managing data protection in government services
• Role-based access and audit trails

Module 9: Integration and Automation Linking with other ServiceNow modules and external systems Using low-code workflows and AI assistance

Module 10: Hands-on Labs and Certification Preparation Scenario-based exercises Exam readiness tips

Experience in the Industry Gain knowledge from experts with practical ServiceNow Public Sector Digital Services project experience in a variety of sectors.

Backgrounds at the Top Prominent corporations such as hcl, tcs , accenture  and cognizant  employ trainers.

Clear & Effective Teaching Excellent communication and real-world examples simplify complex subjects.

Hands-On Learning Focus Students can apply their abilities in real-world situations with the use of case studies and real-time projects.

Up-to-Date Knowledge Trainers stay current with the latest tools, techniques and best practices.