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ServiceNow ITSM Certification Training

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Reviews 4.9 (4.6k+)

Rated 4.7 out of 5

Learners : 1080

Duration : 25 Days

About Course

ServiceNow ITSM Online Training

ServiceNow ITSM is a powerful cloud-based IT Service Management platform designed to streamline IT operations, enhance service delivery, and automate end-to-end IT processes following ITIL best practices. Organizations across the world rely on ServiceNow to modernize IT support, reduce manual effort, and enable AI-driven workflows. Professionals skilled in ServiceNow ITSM are in high demand for roles in IT support, administration, consulting, and IT process management.

This course provides hands-on, real-time training in managing incidents, changes, problems, requests, CMDB, dashboards, and automation using ServiceNow’s modern ServiceNow ITSM suite.

Its Core Capabilities Include:

Incident Management
Handle IT issues efficiently with automated routing, prioritization, and SLA tracking.
Problem Management
Analyze root causes, eliminate recurring issues, and reduce long-term IT disruption.
Change Management / Change Control
Plan, assess, approve, and implement IT changes with minimal risk using CAB workflows.
Service Request Management
Deliver IT services through a self-service portal and automate fulfillment workflows.
CMDB (Configuration Management Database)
Maintain a complete, accurate inventory of IT assets and relationships for impact analysis.
Knowledge Management
Publish articles, FAQs, and solutions to empower users and reduce support load.
Asset & Configuration Management
Track hardware/software lifecycle, usage, and compliance across the enterprise.
Virtual Agent & Automation
Use AI chatbots, workflow automation, and Flow Designer to streamline operations.
Reports, Dashboards & SLAs
Gain real-time insights into performance, SLA compliance, workloads, and trends.

📍 Bonus: Certification Tracks

ServiceNow Certified System Administrator (CSA)
ServiceNow ITSM Fundamentals Certification
ServiceNow ITSM Certified Implementation Specialist – ServiceNow ITSM (CIS-ITSM)
ServiceNow ITSM ITOM/CMDB Certifications
(Viswa Online Trainings – Advanced Guidance)

ServiceNow ITSM Training Course Syllabus

Module 1: Introduction to ServiceNow

What is ServiceNow?
ServiceNow Architecture
Navigation & UI Overview
Lists, Filters, and Forms
Application Navigator
User Roles & Permissions

Module 2: ITIL & ITSM Basics

ITIL Framework Overview
Service Lifecycle
Core ITSM Processes
ITSM Terminology

Module 3: Incident Management

Incident Lifecycle
Prioritization (Impact + Urgency)
Assignment Rules
SLAs (Response & Resolution)
Incident Tasks
Major Incident Management
Automating Incident workflows

Module 4: Problem Management

Problem vs Incident
Root Cause Analysis (RCA)
Known Error Database (KEDB)
Problem Tasks
Workarounds & Knowledge Articles
Problem Closure Process

Module 5: Change Management / Change Control

Types of Change (Standard, Normal, Emergency)
CAB (Change Advisory Board)
Change Lifecycle
Risk Assessment
Approvals & Scheduling
Blackout / Maintenance Windows
Change Calendar

Module 6: Service Request Management

Service Catalog Overview
Catalog Items & Record Producers
Request Fulfillment Process
Workflow & Flow Designer Integration
Approvals & Task Assignment

Module 7: CMDB (Configuration Management Database)

CMDB Basics
CI Classes & Relationships
Relationship Mapping
CI Lifecycle
CMDB Health Dashboard
Dependency Views
Discovery & Integrations Overview

Module 8: Knowledge Management

Creating & Publishing Articles
Knowledge Bases
Approval Flows
Article Lifecycle
Linking Knowledge with Incidents/Problems

Module 9: Asset & Configuration Management

Hardware Asset Management (HAM)
Software Asset Management (SAM)
Asset Lifecycle Tracking
Stock Rules, Models, & Procurement
Integration with CMDB

Module 10: Automation (Workflows & Flow Designer)

Introduction to Flow Designer
Triggers & Actions
Business Rules
Client Scripts
Notifications
UI Policies & Data Policies

Module 11: Reporting & Dashboards

Creating Reports
Performance Analytics (PA) Basics
Dashboards & KPI Metrics
SLA Reporting
Scheduled Reports

Module 12: Service Portal

Introduction to Service Portal
Widgets & Pages
Catalog on Portal
Customization Basics

Module 13: Administration Essentials

Users, Groups & Roles
Access Control Rules (ACL)
Tables & Schema Map
Update Sets & Migration
Instance Management

Module 14: Real-Time Project

End-to-end ITSM Implementation
Incident → Problem → Change Scenario
CMDB & Catalog Configuration
Dashboards & SLA Setup
Best Practices & Interview Guidance

ServiceNow ITSM Course Key Features

Live Instructor based training with software
Certification Oriented content
Hands-on complete Realtime training
Flexible schedule demo's & classes
Live recorded videos access
Study material provided
JOB Assistance

Course completion certificate

ServiceNow ITSM Training - Upcoming Batches

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ServiceNow ITSM Online Training FAQ'S

1️⃣ What is ServiceNow ITSM?

ServiceNow ITSM is a cloud-based IT Service Management suite used to manage and automate IT processes such as incidents, problems, changes, requests, assets, and services. It follows ITIL best practices and helps organizations improve service delivery, reduce manual work, and increase efficiency.

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2️⃣ What is the difference between Incident and Problem Management?

Incident Management focuses on restoring service quickly after an issue occurs.
Example: Email service is down.
Problem Management focuses on finding the root cause of one or more incidents and preventing them from happening again.
Example: Investigating why the email service keeps going down

3️⃣ What is CMDB in ServiceNow? Why is it important?

CMDB (Configuration Management Database) is a centralized database that stores information about all IT assets (CIs), such as servers, applications, and network devices.

Importance:

Helps understand dependencies between systems
Supports impact analysis for changes
Improves incident, problem, and change resolution
Provides accurate asset information

4️⃣ What are SLAs in ServiceNow?

SLA (Service Level Agreement) defines the target response and resolution time for incidents and requests.
In ServiceNow, SLAs monitor and track the progress of a ticket to ensure deadlines are met.

Types of SLAs:

Response SLA
Resolution SLA

SLAs automatically pause, stop, or resume based on conditions.

5️⃣ What is a Change Advisory Board (CAB)?

The Change Advisory Board (CAB) is a group of stakeholders who review, evaluate, and approve significant IT changes. Their main goal is to ensure that changes are safe, planned properly, and have minimal risk to business operations.

Reviews

    
 
 
         
   Tharak 
 
 
 
 Trustindex verifies that the original source of the review is Google. Excellent Experience. I would Recommend others to Join this course Oracle OTM & GTM.
  
 
        
   S I V A ROCK 
 
 
 
 Trustindex verifies that the original source of the review is Google. I recently completed the Oracle 19c DBA course at VISWA Online Trainings, and it was an excellent learning experience. The trainer explained every topic clearly with real-time examples and practical sessions. The hands-on labs helped me gain confidence in database administration. I highly recommend this course to anyone who wants to build a career as an Oracle DBA.
  
 
        
   Nikil 
 
 
 
 Trustindex verifies that the original source of the review is Google. The course was very well structured. I have taken Weblogic Admin Training. My learning journey was excellent at VISWA Online Trainings!
  
 
        
   Monica Benny 
 
 
 
 Trustindex verifies that the original source of the review is Google. I recently completed the Oracle Analytics Cloud (OAC) and Fusion Data Intelligence (FDI) training program with Viswa Training, and it has been an exceptional learning experience from start to finish.

The entire journey was well-supported. Chaithanya was extremely responsive, ensuring seamless coordination and assistance throughout the learning process.

The instructor brought a high level of expertise and depth to the classroom. Their extensive knowledge of the subject matter made complex analytical concepts easy to grasp and highly applicable to real-world scenarios.

Thanks to this structured curriculum and expert instruction, I now have a robust, comprehensive understanding of Oracle Analytics Cloud technology. Highly recommended for anyone looking to upskill in enterprise analytics!
  
 
        
   Manoj 
 
 
 
 Trustindex verifies that the original source of the review is Google. Oracle FDI Training....
Very good instructor. The instructor is well experienced and has clarity about the topics. He is very welcoming about new topics and suggestions. Also, Chaitanya/Viswa trainings is very accommodating about our availability. I would recommend Mahesh as FDI instructor and Viswa institute for professional trainings.
  
 
        
   A Ravi 
 
 
 
 Trustindex verifies that the original source of the review is Google. Good training with knowledgeable instructors and well-organized content. I would appreciate more practical sessions and assignments. Overall, a great learning experience.
  
 
        
   Venkat Nune 
 
 
 
 Trustindex verifies that the original source of the review is Google. Excellent teaching here, Administrative also very Good
  
 
        
   Nandini Pillipaka 
 
 
 
 Trustindex verifies that the original source of the review is Google. I got a job, just wanted to take a moment to thank you for the great training sessions you've provided. Your expertise and knowledge of the subject matter has been invaluable in helping me to understand and apply what I've learned. I got a good package.☺️
Thank you very much for a great training session. The program was enjoyable, and I learned a lot from it. You're the best trainer that I've ever worked with. Thank you Thank you so much aditya sir 🙏☺️☺️ I cleared my certification . Thank you so much from your wonderful supporting.
  
 
        
   krishna reddy 
 
 
 
 Trustindex verifies that the original source of the review is Google. Thanks to the knowledgable & approachable trainers of Viswa Technologies, the course helped me get promoted to Data Analyst from Quality Analyst with a 50% hike in salary!

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