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ServiceNow ITSM Certification Training
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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 ITSM 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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CHOOSE YOUR OWN COMFORTABLE LEARNING EXPERIENCE
Live Virtual Training
- Schedule your sessions at your comfortable with timings
- Instructor-Led training real time projects
- Certification Guidance
PREFERRED
Self-Paced Learning
- Complete set of live-online training session recorded videos.
- Learn technology at your own pace.
- Get access for lifetime.
Corporate Training
- Learn as a full day schedule with discussions, exercises.
- Practical use cases.
- Design your own syllabus based
FOR BUSINESS
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.
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.
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