IT Service Management (ITSM) Implementation

IT Service Management Implementation is a three-day instructor-led course for technical professionals who implement ServiceNow ITSM applications.

The course builds on ITSM Fundamentals by focusing on the “how” and “why” of configuring ITSM applications to meet organizational needs. It aligns with common implementation scenarios and challenges using a low-code or no-code approach

Through lectures, demonstrations, structured discussions, group activities, and hands-on labs, participants work in their own student instance to apply ITSM configuration practices in real-world scenarios.

The following prerequisites are mandatory:

• Welcome to ServiceNow
• ServiceNow Administration Fundamentals
• ServiceNow Administration Advanced
• Get Started with Now Create
• ServiceNow Platform Implementation
• CMDB Fundamentals
• IT Service Management Fundamentals

The following experience is recommended before attending:

• Familiarity with ServiceNow navigation, UI, iconography, and user settings
• Understanding of integrations and list management
• Knowledge of the ServiceNow platform security model
• Experience with ServiceNow platform implementation and system administration

• Duration: 3 days
• Format: Instructor-led training (in-person and virtual) across multiple time zones
• Platform Support: ServiceNow platform including Incident Management, Problem Management, Change Management, Service Catalog and Request Management, Service Portfolio Management, CMDB, and Common Service Data Model

This course is designed for customers, partners, and ServiceNow employees in technical roles who implement ITSM applications. It is a strong fit for professionals in the following roles:

• Technical Consultants
• Architects
• System Administrators

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

• Understand and configure baseline application functionality, security, and architecture across core ITSM applications
• Design solutions to meet requirements that maximize system quality attributes including upgradability, maintainability, and scalability
• Implement configurations common to 80% of customer ITSM deployments

After completing this course, learners can apply their ITSM implementation skills directly to customer deployments and continue progressing toward ServiceNow ITSM certification. This course also pairs with CMDB Fundamentals and ServiceNow Administration Advanced for professionals building deeper platform expertise.

N/A

#1. How is this course different from ITSM Fundamentals? 

ITSM Fundamentals focuses on what ITSM applications are and their purpose. This course focuses on the how and why, providing the practical configuration skills needed to implement ITSM applications in a real ServiceNow environment.

#2. What prerequisites are required for this course? 

The mandatory prerequisites are ServiceNow Administration Fundamentals, Get Started with Now Create, ServiceNow Platform Implementation, and IT Service Management Fundamentals. Familiarity with ServiceNow navigation, the platform security model, and system administration is also recommended.

#3. What ITSM applications are covered in this course? 

The course covers Incident Management, Problem Management, Change Management, Service Catalog and Request Management, and Service Portfolio Management. Configuration Management including the Common Service Data Model and Release Management are also addressed in the context of supporting these applications.

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

Yes. Extensive hands-on lab exercises are included in every module and participants work in their own dedicated student instance throughout all three days, applying configurations aligned with real-world customer deployment scenarios.