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The Complete Guide to ServiceNow GenAI & Agentic AI (Udemy.com)

Harnessing the Power of Integrated Generative AI and Agentic AI tools like NowAssist in ServiceNow - Australia release

4.5
1,819 reviews

Created by: Arno Esterhuizen

Last updated June 2026

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What you will learn

  • Understand the fundamentals of generative AI and its applications within the ServiceNow platform.
  • Learn how to integrate and customize generative AI tools to address specific business needs and optimize ServiceNow workflows.
  • Develop the skills to design and deploy innovative AI-driven solutions drive continuous improvement within ServiceNow environments.
  • Develop expertise in using ServiceNow's GenAI to create and curate knowledge base articles, enhancing self-service capabilities and user satisfaction.

How it compares

Against the other 1,182 rated Udemy courses in IT & Software on CourseDuck:

  • Rating4.5 out of 5higher than 45% of them
  • Reviews1,819#265 of 1,183 by number of reviews
  • Length5.1 hoursshorter than 53% of them
  • Last updatedJune 2026more recently than 79% of them

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Course Description

Unlock the full potential of ServiceNow’s next-generation AI platform — powered by Now Assist, Generative AI, and Agentic AI.

This comprehensive course will give you a deep understanding of how to harness ServiceNow’s AI capabilities to drive autonomy, efficiency, and innovation across every workflow.

You’ll explore how AI is transforming the platform — from incident summarization, change risk prediction, and case resolution to creating apps, flows, and code using conversational AI.

We’ll go beyond simple GenAI prompts to understand the entire AI architecture — including the AI Control Tower, Now Assist Guardian, Knowledge Graph, AI Agents, and the multi-provider LLM strategy that connects ServiceNow with providers like Azure OpenAI, Google Gemini, and Anthropic Claude.

Through hands-on examples and real ServiceNow demos, you’ll learn to:

  • Configure and manage Now Assist for ITSM, HRSD, CSM, and SPM.

  • Use AI Agents and AI Orchestration to automate multi-step tasks end-to-end.

  • Build your own AI Skills and prompts with the Now Assist Skill Kit.

  • Monitor, secure, and govern AI using AI Control Tower and Now Assist Guardian.

  • Leverage the Knowledge Graph and Workflow Data Fabric for contextual intelligence.

  • Integrate with multiple LLM providers to balance cost, accuracy, and data privacy.

Whether you’re a ServiceNow professional, architect, or platform owner, this course gives you the knowledge to build and scale AI adoption safely and strategically within your organization.

By the end, you’ll be able to design and deploy autonomous, intelligent workflows that reduce manual effort, accelerate service delivery, and unlock new levels of enterprise productivity.

Join me on this journey to revolutionize the future of work with ServiceNow AI.

Enroll now and take your place at the forefront of the AI-powered enterprise.

This course is independently developed and not affiliated with ServiceNow or any official ServiceNow partners.
Read More Beginner Beginner Level product length iconTime: 5.1h

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Instructor Details

Arno Esterhuizen

With over two decades in IT Service Management, much of it spent implementing ServiceNow, I've built my career helping organisations run IT better. That experience was earned inside global consulting firms including Accenture and Deloitte, delivering ITSM and ServiceNow transformations for enterprise clients internationally.

Today I teach what I've practised. Thousands of IT and business professionals worldwide have used my training to pass certification exams, master ServiceNow and ITSM and put Generative AI to work in their day-to-day roles.

My courses span  areas like ServiceNow, ITSM, AI in business and more.

I hold several certifications in ITSM and ServiceNow.

Whether you're chasing your next certification or learning to work alongside AI, my goal is the same. Practical, no-fluff training you can apply immediately.

Let's build your next skill together.

Read More

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Reviews

4.5

1,819 ratings on Udemy

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By Ferry Versteegen on 7/21/2026

There is a LOT of information in this course, and it's very fast paced, maybe a little too fast? It covers a lot of ground and definitely gives a good overview of AI capabilities, governance and setup in ServiceNow. I prefer more hands-on training and requested a developer org, however there is a waiting list for those.

By Amit Bindal on 6/8/2026

This course is a good introduction for those who are new to Now Assist and Agentic AI. However, I was hoping for more hands-on, practical use case implementations and real-world examples to better understand how these concepts are applied in practice.

By Johannes Mweli on 5/21/2026

the presenter is great at explaining the architecture and terminology involved

By Nickye Jones on 5/18/2026

Would like to see this course broken out in more detail by ServiceNow module - something specific to ITSM, HR, GRC, etc.

By Mike M on 3/30/2026

This course delivered. Practical, well-structured, and worth every minute. Highly recommend. Big thanks to Arno for putting this together and sharing the knowledge. Great work!

By Anonymized User on 1/25/2026

Clear breakdown of Gen AI and Agentic AI capabilities within the platform. Covers the full AI toolkit (Predictive Intelligence, Document Intelligence, Automation Discovery, Task Intelligence, AI Search) with enough depth for customer-facing conversations. 2.5 hours well spent if you're supporting Now Assist or need to understand platform AI features.

By Anonymized User on 1/5/2026

Easily consumable content. Being on the mobile app has let me take this course as time allows throughout my day both while in office and especially while on the go.

By Anonymized User on 12/21/2025

It not only covers out of the box AI features, but also helps learning how to build my own. And also covers details on other aspects I need to keep in mind, e.g guardrails, control tower, etc

By Anonymized User on 12/3/2025

It's nice course to know about the AI assist in service know and how AI assist is helpful to enhance the efficiency on demand

By Adam Sowl on 11/14/2025

Good course with lots of great information within it. When selecting this course, I was hoping to have more instruction on how to utilize Now Assist with the Virtual Agent chat AI to help customers and end users search for information and submit incidents / requests more efficiently. Perhaps content about this can be added to the course in the future.

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Overall Score : 90 / 100

The Complete Guide to ServiceNow GenAI & Agentic AI
Visit course on Udemy Write a review
  • Video Duration: icon 5.1h
  • Price: $10.99
  • Provider: icon Udemy
  • Updated: icon June 2026
  • Level: Beginner Beginner
  • Language: icon English
  • Certificate: icon Yes
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