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ServiceNow ITSM Fundamentals

A practical foundation for the IT Service Management application. Start with platform navigation, then follow a ticket from report to resolution through the core ITSM modules.

Lessons
24
Duration
6h 20m
Level
Beginner
Updated
1 November 2026

Sample price

₹1,999

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Outcomes

What you will be able to do

  • Navigate lists, forms, and filters with confidence.
  • Explain the Incident, Problem, and Change lifecycles.
  • Configure a basic assignment and notification flow.
  • Use service level agreements and approvals.
  • Create and publish a knowledge article.

Who this course is for

  • New ServiceNow administrators
  • Service desk analysts who want deeper platform knowledge
  • ITIL practitioners moving to the ServiceNow platform

Sample audience description. Review before publication.

Curriculum

Modules and lessons

Sample outline. Final lesson order and titles will be confirmed before launch.

Module 01Getting started
  1. 01Platform tour
  2. 02Navigation and lists
  3. 03Users, groups, and roles
Module 02Incident Management
  1. 01Incident lifecycle
  2. 02Assignment and routing
  3. 03Service level agreements
  4. 04Notifications
  5. 05Practice lab
Module 03Problem Management
  1. 01Problem lifecycle
  2. 02Root cause analysis
  3. 03Known errors
  4. 04Practice lab
Module 04Change Management
  1. 01Change types
  2. 02Change models
  3. 03Approvals and cab
  4. 04Risk and scheduling
  5. 05Practice lab
Module 05Knowledge Management
  1. 01Knowledge articles
  2. 02Review and publish
  3. 03Feedback and reuse
Module 06Wrap-up
  1. 01Reporting basics
  2. 02Dashboards
  3. 03Next steps
  4. 04Final exercise

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