ServiceNow IT Service Management (ITSM) Fundamentals Training Course

Length

2 days / 2 weeks

Price

Days

Mon - Fri

Learn More

Why Choose This Course

IT Service Management (ITSM) Fundamentals is a hands-on training course designed for professionals who manage and optimize IT services using the ServiceNow platform. This course introduces the lifecycle of core ITSM applications, including Incident Management, Problem Management, Change Management, and Request Management, along with supporting applications such as Configuration Management and Knowledge Management. Through practical exercises and demonstrations, learners gain experience creating and managing records, understanding process interdependencies, and applying best practices for IT service delivery.

ITSM is critical for organizations seeking to improve service quality, reduce downtime, and enhance customer satisfaction. This course provides a strong foundation for implementing ITSM processes on ServiceNow, helping participants understand how these applications work together to support ITIL-aligned practices. Learners will explore Service Catalog, Service Operations Workspace, and other tools that streamline IT service workflows. The training emphasizes real-world scenarios, enabling participants to apply concepts immediately in their roles.

By completing ITSM Fundamentals, learners prepare for advanced ServiceNow certifications and gain practical skills to support ITSM implementations. Whether you are an administrator, process owner, or consultant, this course equips you with the knowledge to configure and manage ITSM applications effectively. A certificate of course attendance is included.

Prerequisites

Welcome to ServiceNow (on-demand) and ServiceNow Administration Fundamentals are recommended. There are no formal prerequisites for this course.

Exam

Candidates can achieve this certification by passing the following exam(s):

ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM). Exam code: CIS-ITSM.

Books

ITSM Fundamentals course material included.

Delivery

Live virtual online training attend in real-time from anywhere

Skills Gained

Understand the lifecycle of core ITSM applications
Configure and manage Incident, Problem, Change, and Request Management
Use Service Catalog and Request Fulfillment workflows
Apply ITIL-aligned practices within ServiceNow
Navigate Service Operations Workspace for task management
Implement Knowledge Management for self-service support
Explore Configuration Management and its role in ITSM
Create and manage records across ITSM processes
Understand interdependencies between ITSM applications
Identify key decisions for ITSM implementation and governance
Utilize reporting and dashboards for ITSM performance monitoring
Prepare for CIS-ITSM certification with exam-aligned content

Audience

IT administrators and service managers; Process owners and business analysts; Technical consultants and developers working on ITSM implementations; Project managers overseeing ITSM deployments.

Course Schedule & Pricing

Choose the schedule that fits your life — all options include full course materials & certification support

Weekdays

Mon - Fri

📅 02 days

☀️ 9:30 am – 5 pm

Full-time immersion for rapid certification readiness.

Weeknights

Mon & Tue

📅 02 weeks

🌙 6 pm – 9 pm

Balance your career while you upgrade your skills.

Weekends

Saturdays Only

📅 02 weeks

☀️ 9:30 am – 5 pm

Maximum flexibility for busy working professionals.

Outline

Introduction to ITSM concepts and ServiceNow ITSM suite
Roles and personas in ITSM processes
Service Catalog and Request Fulfillment lifecycle
Incident Management: architecture and configuration
Problem Management: root cause analysis and resolution
Change Management: planning and approval workflows
Service Operations Workspace overview
Knowledge Management: creating and publishing articles
Configuration Management and CSDM alignment
Reporting and dashboards for ITSM performance
Interdependencies between ITSM applications
Best practices for ITSM implementation
Hands-on labs for each ITSM application
Key decisions for scaling ITSM on ServiceNow
Overview of ITSM Professional applications
Governance and continual improvement strategies
Preparing for CIS-ITSM certification

Terms & Conditions

The supply of this course/package/program is governed by our terms and conditions. Please read them carefully before enrolling, as enrolment is conditional on acceptance of these terms and conditions. Proposed course dates are given, course runs subject to availability and minimum registrations.

Frequently Asked Questions (FAQ's)

Is this course available online and in-class?

Yes. ITSM Fundamentals is offered as a two-day instructor-led course and as a self-paced on-demand option, both covering the same learning objectives.

Does this course prepare me for certification?

Yes. It aligns with the CIS-ITSM certification pathway and covers key domains such as Incident, Problem, Change, and Request Management.

Do I need prior ServiceNow experience?

Basic platform knowledge is recommended. Completing Welcome to ServiceNow and Administration Fundamentals helps ensure readiness.

Our Partnership

Reliable certification testing is vital for validating professional skills in today’s tech-driven world. As a Pearson VUE Authorised Centre, we provide a secure environment for globally recognised IT exams. This partnership ensures convenient access to certifications with the highest standards of integrity and accuracy.