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IT Service Management Implementation

Hands-on Experience to Successfully Implement ITSM

Quick Facts

Certification: Yes

Duration: 3 Days

Cost: $2,400


Unlike ServiceNow Fundamentals which has a broader focus on the platform and concentrates on understand basic capabilities, the ITSM Implementation course puts those basic capabilities to use. Over 3 days, implementers will learn practical skills that may be applied immediately to accelerate ITSM implementations.  

Upon completion of this course, for each ITSM application, students will be able to:

  • Understand baseline application functionality, security, and architecture
  • Design solutions to meet requirements that maximise system quality attributes, such as upgradability, maintainability, and scalability
  • Implement configurations common to 80% of customer deployments

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 customers, partners, and employees in technical roles (i.e. technical consultant, architect, and system administrator) who need to implement ITSM applications.


  • ServiceNow Fundamentals
  • ITSM 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 this course, 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

  • Three 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.