Course Overview
ServiceNow Fundamentals is designed to help learners confidently navigate and use the Now Platform within real-world IT service environments. You will gain a clear understanding of how ITSM processes operate within ServiceNow, from handling incidents to managing changes and problems, while understanding how data flows across the platform.
The course focuses on practical application, helping you work with lists, forms, and workflows that drive daily operations. You will explore how users interact with the platform, how tickets are created and managed, and how basic configurations support efficient service delivery.
Delivered through mentor-led sessions and practical scenarios, this programme ensures you not only understand the platform but can apply it in operational contexts. By the end, you will be prepared to support service teams, contribute to process improvements, and operate effectively within a ServiceNow-powered environment.
Hands-On Learning
Work with real ServiceNow-style tickets, workflows, and administrative tasks.
Mentor-Led Sessions
Guided sessions focused on real service operations and platform usage.
Career-Ready Skills
Develop practical ITSM and ServiceNow platform handling skills.
Learning Outcomes
Design basic ITSM workflows in ServiceNow
Analyse incident and request lifecycles
Implement ticket handling best practices
Evaluate platform usage for service efficiency
Communicate service updates effectively
Lead basic administrative tasks confidently
Prerequisites
Basic understanding of IT concepts
Familiarity with service desk environments
General computer proficiency
Detailed Syllabus
Step-by-step learning journey from basics to professional practice
Topics Covered
- Platform access and navigation basics
- ITSM concepts and terminology overview
Skills You'll Gain
Master these in-demand skills through hands-on practice
Career Progression
A clear view of the roles this programme supports, what typically comes next, and where learners progress over time
Ways to Learn
Choose the learning format that works best for you and your team
Live Online
Instructor-Led Training
Join live instructor-led sessions from anywhere. Interactive, engaging, and flexible.
- Live instructor interaction (real-time)
- Trainer-led walkthroughs and real examples
- Guided resources and session notes provided
- Structured Q&A and practical discussion
Price per person
Group enrolments and early planning options available.
All prices are exclusive of VAT where applicable. Group enrolments and custom packages available on request.
Prefer a Faster, Personalised Route into IT?
Not everyone learns best in a group. If you want focused guidance, faster clarity, and confidence you can use on the job, our 1-to-1 Fast-Track Training gives you private, mentor-led support tailored to your experience and goals.
"Many learners choose 1-to-1 when they want understanding, not memorisation."
Exam & Certification Information
Everything you need to know about the certification exams
Important Information
You will receive an Xcademia certificate of completion based on participation and successful completion of labs and scenario simulations.
Credential
Certificate of Completion
On successful completion of ServiceNow Fundamentals, learners receive an Xcademia Certificate of Completion. This standalone certificate is issued directly by Xcademia and is aligned with globally recognised frameworks and best practices.
Frequently Asked Questions
Everything you need to know about this course
Yes, it is designed for those new to ServiceNow and ITSM.
Ready to Start Your Learning Journey?
Take the next step in your professional development