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IT Service Management Fundamentals

Get Comfortable with the ITSM Applications and Processes

Quick Facts

Certification: No

Duration: 2 Days

Cost: $1,700


ITSM Fundamentals is a 2‑day course in which users will learn the lifecycles and value of the ITSM applications from the viewpoint of stakeholders and daily users.

Course focuses on the baseline capabilities and the touch points between these ITSM applications:

  • Incident Management
  • Problem Management
  • Knowledge Management
  • Change Management
  • Request Fulfilment and Service Catalog
  • Configuration Management

At the end of this course, students will have the resources, knowledge, and experience necessary to:

  • Create and work records through each of the covered ITSM application lifecycles
  • Demonstrate each application lifecycle from a persona viewpoint
  • Articulate the value and baseline features of each of the ITSM applications
  • Start thinking about the key decisions to be made during the implementation of these ServiceNow ITSM applications
  • Get introduced to ServiceNow Performance Analytics 

Attendees participate in real world, relevant lab exercises. The class features lecture and group discussions, as well as extensive hands‑on practice, delivered in a wide variety of labs, tech talks, and an interactive discussion of a comprehensive, real‑world example. For more information, see full course outline.

Who Should Attend

This course is designed for anyone who will be working on a ServiceNow implementation of the ITSM applications.


  • ServiceNow Fundamentals
  • [Familiarity with basic ServiceNow platform features, such as:
  • ServiceNow user interface (UI), iconography, and user settings
  • UI navigation
  • List management
    • Platform security model that explains how ServiceNow roles determine what a user can access, create, update, and delete.


Following the ITSM Fundamentals and Implementation courses, ServiceNow recommends that attendees have at least two to three months of hands‑on experiences with ServiceNow before attempting the Certification Exam.

Further details regarding this exam, including an exam blueprint, can be found on the ServiceNow Certified Implementation Specialist page. Successful candidates will be awarded a “ServiceNow Certified Implementation Specialist ‑ ITSM” certificate.

Class Schedule

  • Two days (8:30am – 5pm) (includes 1 hour lunch break)

How to Attend

To view all available courses click here to view the Course Schedule.

To register for class:

  • Customers can use the follow link to access the Learning Portal
  • Customers with OKTA/SSO login can access the Learning Portal directly to Self Register
  • Customers with no account can easily create an account
  • Cancellation and rescheduling policies apply (see Terms and Conditions)

Private Training is available for a flat fee for up to 16 participants. Please contact us at for more information and pricing details.