Course Overview
This mentor-led ServiceNow IT Service Management (ITSM) programme is designed to equip professionals with the practical skills required to configure, manage, and optimise IT services within the ServiceNow platform. The course focuses on real-world service delivery challenges, enabling learners to build solutions that improve operational efficiency and user experience.
Learners will explore core ITSM capabilities including incident, problem, change, and request management, alongside SLA configuration and service portal customisation. Through practical scenarios, participants will understand how to design workflows, automate fulfilment processes, and align IT services with business needs.
Aligned with ServiceNow CIS-ITSM objectives, this programme prepares learners for both day-to-day platform responsibilities and certification readiness. By the end, participants will be able to confidently manage ITSM modules, enhance service quality, and support continuous improvement initiatives.
Hands-On Learning
Practical labs and scenario simulations configuring real ITSM workflows in ServiceNow.
Mentor-Led Sessions
Guided sessions with industry mentors focused on real-world ITSM implementations.
Career-Ready Skills
Job-ready skills in ITSM configuration, automation, and service optimisation.
Learning Outcomes
Design ITSM workflows in ServiceNow
Analyse service performance and SLAs
Implement request and incident automation
Evaluate ITSM process effectiveness
Communicate service improvements clearly
Lead service optimisation initiatives
Prerequisites
Basic understanding of IT service management
Familiarity with web-based applications
Exposure to IT support environments
Detailed Syllabus
Organized by professional domains with comprehensive coverage
Topics Covered:
- •ITSM lifecycle and ServiceNow architecture
- •Core applications and data model
- •Roles, users, and access control
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
Credential
Certificate of Completion
On successful completion of ServiceNow IT Service Management Training, 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
This is a professional-level course; basic ITSM knowledge is recommended.
Ready to Start Your Learning Journey?
Take the next step in your professional development