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IT Service Managemet (ITSM) Implementation (ITSM Impl)

IT Service Management (ITSM) is a concept that involves delivery of IT services to customers and users. Most IT services are centered around technology and the support and maintenance activities that...

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$2,400 USD
Course Code 821277
Duration 3 days
Available Formats Virtual, Classroom

IT Service Management (ITSM) is a concept that involves delivery of IT services to customers and users. Most IT services are centered around technology and the support and maintenance activities that must occur to operate and maintain the technology. The ServiceNow ITSM Implementation course puts those basic capabilities to use. It provides practical skills that may be applied immediately to accelerate ITSM implementations.

This course aligns with common and practical implementation scenarios and challenges when configuring a ServiceNow instance for implementation, using a low-code or no-code approach.
This course focuses on the baseline capabilities, security and architecture of these ITSM applications and processes:

  • Incident Management
  • Problem Management
  • Change Management
  • Service Catalog and Request Management
  • Service Portfolio Management

Information on Configuration Management (including Common Service Data Model), Knowledge Management, and Release Management, and how they are used to support the ITSM applications listed above, is also provided. Class participants will also receive an introduction to the ITSM Professional suite, including Performance Analytics, Continual Improvement, Vendor Manager Workspace, and Machine Learning.

Skills Gained

At the end 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 maximize system quality attributes, such as upgradability, maintainability, and scalability
  • Implement configurations common to 80% of customer deployments


Multiple demonstrations are provided throughout the course to aid students in visualizing the lecture concepts. These demonstrations may be presented live by the instructor or via pre-recorded video demonstrations.

Structured Discussions

Though classroom discussion will occur throughout the course, several specific discussion points have been identified within the course to aid students in increasing comprehension of the material as well as to aid in applying the concepts learned to their individual roles and organizations.


Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience. Exercises are performed in a personal dedicated training instance.

Group Activities
Several instructor-led group activities such as knowledge checks, concept reviews, and open discussions are embedded throughout the course flow. Participants are able to validate their newly acquired knowledge as well as benefit from real-life business scenarios shared by fellow students.


Unlike ITSM Fundamentals, which focuses on the what ITSM applications are and their purpose, the ServiceNow ITSM Implementation course is focused on the how and why, by providing attendees with the skills and information necessary to configure ITSM applications to fit the needs of an organization.

Unlike videos on YouTube, which offer no student interaction or hands-on exercises and may reflect older versions of the platform, the ServiceNow ITSM Implementation course is up-to-date, in-depth, and aligned with common and practical configuration and usage scenarios and challenges.

Course Flow

During this three-day interactive training course, students access the ServiceNow platform and the ITSM applications in their own student instance, which is a safe sandbox loaded with demo and test data.

The course weaves a scenario throughout to present real-world application of ITSM practices. The class features lecture, demonstrations, structured and open discussions, as well as extensive hands-on practice and reinforcement delivered in a variety of labs.

Who Can Benefit

The ServiceNow IT Service Management (ITSM) Implementation course is for Customers, Partners, and Employees in technical roles such as Technical Consultant, Architect, and System Administrator who implement ITSM applications such as Incident Management, Problem Management, Change Management, Knowledge Management, Configuration Management, and Service Catalog / Request Management.


Recommended experience:

  • Familiarity with navigating through ServiceNow
  • ServiceNow user interface (UI), iconography, and user settings
  • Integrations
  • List management
  • Platform security model that explains how ServiceNow roles determine what a user can access, create, update, and delete.
  • ServiceNow platform implementation
  • ServiceNow system administration
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