IT Service Management (ITSM) Fundamentals

IT Service Management Fundamentals is a two-day instructor-led course designed for professionals who administer ServiceNow and work on ITSM implementations.

The course covers the baseline capabilities and interdependencies of four core ITSM applications: Service Catalog and Request Fulfillment, Incident Management, Problem Management, and Change Management. It also introduces supporting applications such as Configuration Management and Knowledge Management, as well as ITSM Professional applications. Through lectures, demonstrations, structured discussions, and hands-on labs, participants work in their own student instance to experience each ITSM process lifecycle from a persona perspective.

The following prerequisites are mandatory:

• Welcome to ServiceNow
• ServiceNow Administration Fundamentals

The following prerequisites are recommended:

• Get Started with Now Create
• ServiceNow Platform Implementation

• Duration: 2 days
• Format: Instructor-led training (in-person and virtual) across multiple time zones
• Platform Support: ServiceNow platform including Service Catalog, Request Management, Incident Management, Problem Management, Change Management, and Service Operations Workspace

This course is designed for customers, partners, and ServiceNow employees who administer ServiceNow and work on ITSM implementations. It is well suited for professionals who need to understand the lifecycle and interdependencies of ServiceNow ITSM applications from a persona perspective.

By the end of this course, learners will be able to:

• Define applications, roles, and personas used to support ITSM processes on the ServiceNow platform
• Explain the ServiceNow Common Services Data Model and how it supports ITSM applications
• Explain the Service Catalog, its relationship to Request Management, and the data structure and roles that support the Request Management process
• Submit, approve, fulfill, and close a request using the ServiceNow platform
• Explain Incident Management and Problem Management and their relationship to other key ITIL processes
• Create, manage, and resolve incidents and problems using the ServiceNow platform
• Identify the application roles, personas, and architecture that support Incident and Problem Management
• Create, manage, and close a change request using the ServiceNow platform
• Explain the application roles, personas, and process lifecycles that support Change Management
• Identify platform features and applications that increase the productivity and efficiency of the ITSM solution

After completing this course, learners can build on their ITSM knowledge by exploring deeper implementation topics through Get Started with Now Create and ServiceNow Platform Implementation. This course also lays the groundwork for learners who want to progress into ITSM administration and implementation roles.

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#1. What are the prerequisites for this course? 

Welcome to ServiceNow and ServiceNow Administration Fundamentals are mandatory. Get Started with Now Create and ServiceNow Platform Implementation are recommended but not required.

#2. What ITSM applications does this course cover? 

The course covers Service Catalog and Request Fulfillment, Incident Management, Problem Management, and Change Management. It also introduces supporting applications including Configuration Management and Knowledge Management, as well as ITSM Professional applications.

#3. Will I get hands-on practice during the course? 

Yes. Extensive hands-on lab exercises are included in every module, and participants work in a dedicated personal training instance throughout both days of the course.