FOUNDATION

IT Service Management (ITSM)

Master Incident, Problem, Change and Request Management with ITIL-aligned ServiceNow ITSM processes — from fundamentals to real-world delivery.

Beginner
Complete Curriculum
What you will
learn step by step.

Every module is taught live with hands-on exercises in a real ServiceNow instance.

01
ITSM Overview & Incident Management
  • ITIL v4 framework fundamentals and process overview
  • Incident lifecycle, priority matrix and routing
  • Major Incident Management and stakeholder communication
  • SLA management, breach alerts and escalation
02
Problem & Knowledge Management
  • Problem lifecycle, investigation and workarounds
  • Known Error Database (KEDB) management
  • Root cause analysis techniques and PIR
  • Knowledge article lifecycle and search configuration
03
Change Management
  • Change models: Standard, Normal and Emergency
  • CAB configuration and change approval workflows
  • Conflict detection, blackout windows and scheduling
  • Change risk assessment and post-implementation review
04
Service Catalog & Request Management
  • Catalog item design and record producers
  • Variables, variable sets and ordering guides
  • Approval workflow design and fulfilment tasks
  • Service level targets for requests and tasks
05
Service Level Management
  • SLA, OLA and underpinning contract definition
  • Task SLA configuration and breach notifications
  • Reporting on SLA compliance and trends
  • Pause, resume and retroactive SLA conditions
06
Reports, Dashboards & Exam Prep
  • Report types, filters and scheduling
  • Performance Analytics basics for ITSM
  • Building ITSM dashboards for managers
  • Scenario-based questions and certification practice
Program Outcomes
By the end of this program,
you will be able to:
Implement core ITSM processes on ServiceNow
Configure SLAs, change workflows and service catalog
Build actionable reports and manager dashboards
Prepare for the ITSM and CSA certifications

Career Opportunities

Roles You Can Target

ITSM expertise opens doors to process-focused consulting, functional analysis and business analysis roles across enterprises globally.

ServiceNow ITSM Consultant
Incident, Problem, Change, Request and core ITSM process implementation.
itsm
ServiceNow Functional Consultant
Processes, requirements, configuration and deep module knowledge.
funcon
ServiceNow Business Analyst
Requirements gathering, process analysis, user stories and stakeholder interaction.
ba

Ready to get started?

Live batches running every month · 100% placement support · Real project practice

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