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IT Service Management Fundamentals

— Get to know ITSM applications and processes.


In this course the participants are engaged in exercises drawn from real cases. The sessions are characterized by lectures and group discussions, as well as by putting theory into practice, produced in a wide variety of exercises, technical digressions and an interactive discussion with examples taken from the real world. The course is designed for anyone who needs to work on a ServiceNow implementation of ITSM applications.

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Course duration: 2 days (9: 00-17: 30)

Technical level: intermediate

Prerequisites: ServiceNow Fundamentals

Certification issued: After following the ITSM Fundamentals and ITSM Implementation courses, you can access the exam to obtain the “Certified Implementation Specialist – ITSM” certification.

With our ITSM Fundamentals course, users will learn about the lifecycles and value of ITSM applications from the perspective of stakeholders and end users. Upon completion of this course, ServiceNow advises participants to gain two to three months of experience on the ServiceNow platform before attempting the certification exam.


Lessons focus on the basic functionality and access points between these ITSM applications:


  • incident management
  • problem management
  • knowledge base management
  • change management
  • management of requests and services catalog
  • CMDB management.


At the end of the course, students will have acquired the elements, knowledge and practice necessary to:


  • create and process activity records across the life cycles of covered ITSM applications
  • demonstrate the life cycle of each application from the point of view of each business role
  • articulate the value and basic characteristics of each of the ITSM applications
  • start thinking about the key decisions to be made during the implementation of these ITSM applications
  • be introduced to ServiceNow Performance Analytics.