ServiceNow — ITSM/Enterprise Foundation
A four-day course introducing the ServiceNow platform from the ground up — one of the leading ITSM/enterprise workflow platforms — covering administration, three core ITIL processes (Incident, Problem, Change Management), CMDB, and Service Catalog.
ServiceNow as an organization’s central ITSM system
ServiceNow replaces scattered spreadsheets, emails, and ticketing systems with one coherent environment for managing IT services. The course walks participants through the Now Platform architecture — from table and role structure, through process configuration, to working with configuration data — so that by the end of four days they can navigate the platform independently as administrators or process analysts.
Three ITSM pillars in one platform
Incident, Problem, and Change Management form the core of daily IT Ops work. The course shows how these processes are implemented in ServiceNow — from logging a ticket, through escalation and SLAs, to the formal change approval workflow — and how the CMDB ties them together into one data model of infrastructure and services.
Service Catalog as the entry point for business users
The final module shows how to translate ITSM processes into a user-friendly service catalog — from designing order forms, through simple automations in Workflow Studio, to operational dashboards that let IT teams monitor workload and service quality.
Benefits
- Navigate the Now Platform architecture and perform basic ServiceNow administration
- Configure and run Incident, Problem, and Change Management processes following ITSM best practices
- Build and maintain a CMDB (Configuration Management Database) as the foundation of service management
- Design Service Catalog items and simple automations in Workflow Studio
Who is this training for?
Prerequisites
- Basic familiarity with IT service desk processes helps but is not required
- General ITIL concept awareness is useful, though the course does not assume prior certification
Training program
The ServiceNow platform — architecture and administration basics
- Now Platform structure: tables, forms, lists, roles, and user groups
- Navigating the environment and configuring views (Studio, Platform Configuration)
- The permission model (ACL) and data security basics in ServiceNow
- Platform version updates and the release cycle
Incident and Problem Management
- The incident lifecycle: logging, categorization, escalation, resolution
- SLAs and escalation rules in the Incident Management module
- Root cause analysis and working with Problem records
- Linking incidents, problems, and changes in a single data model
Change Management and CMDB
- Change types (standard, normal, emergency) and the approval workflow
- Change risk assessment and change window scheduling
- Building a CMDB: CI classes and relationships between configuration items
- Discovery and maintaining data quality in the CMDB
Service Catalog and workflow automation
- Designing Service Catalog items and order forms
- Business rules and simple flows in Workflow Studio
- Integrating the service catalog with fulfillment processes
- Reporting and operational dashboards for ITSM teams
Delivery Methods
Online
- Convenience of participating from anywhere
- Interactive live sessions with trainer
- Materials available for 30 days
- No travel costs
On-site
- Direct contact with trainer and group
- Intensive hands-on workshops
- Networking with other participants
- Full focus on learning
Frequently asked questions
How is this different from the ITIL Foundation course in our catalog?
ITIL Foundation is a conceptual framework — it teaches the terminology and processes of IT service management independent of any tool. This course teaches a specific platform where those processes run: ServiceNow, a market leader in ITSM. Participants work directly in the Now Platform environment, configuring Incident, Problem, and Change Management rather than only learning theory.
Do I need to know ITIL before this course?
No, it is not required. Core ITIL concepts (incident, problem, change, CMDB) are introduced in the context of hands-on platform work, so participants without prior ITIL knowledge have no trouble following the material. Familiarity with service desk basics does speed up learning, though.
Does this course prepare for a ServiceNow certification (e.g., Certified System Administrator)?
The course covers a fundamental knowledge scope close to the ServiceNow Certified System Administrator (CSA) exam — platform administration, roles, ITSM processes, and CMDB — but it is not an official ServiceNow-accredited course, nor formal exam preparation using vendor materials.
Does the course cover platform customization and building custom applications?
No — this course focuses on administering and configuring standard ITSM modules (Incident, Problem, Change, CMDB, Service Catalog). Advanced platform development (Now Platform App Engine, server-side scripting) is outside the scope of this four-day course and requires a separate, dedicated track.
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