Course
digicode: SNITSI
ServiceNow: IT Service Management (ITSM) Implementation
Course facts
- Understanding and configuring baseline application functionality, security, and architecture
- Designing solutions to meet requirements that maximize system quality attributes, such as upgradability, maintainability, and scalability
- Implementing configurations common to 80% of customer deployments
1 Overview and Foundation Data
This introductory module is designed to review the core concepts, outline helpful resources, and introduce the overall framework for implementing ITSM in ServiceNow, along with identifying essential foundation data.
2 CMDB and CSDM
You will explore the baseline functionality and architecture of Configuration Management, discuss how this data is utilized within ITSM, and gain an understanding of the CSDM 4.0 structure.
3 Service Portfolio Management
An overview of the functions, user roles, and components of Service Portfolio Management within the Now Platform is provided, including an overview of the «Digital Portfolio Management» (DPM) workspace.
4 Service Catalog and Request Management
A focus on designing solutions for system quality attributes is covered here, requiring you to identify baseline application details and implement the most common configurations for the Service Catalog and Request Management.
5 Incident Management
This module aims to cover the baseline functionality and security of Incident Management, instructing on how to design quality-maximizing solutions and implement common deployment configurations.
6 Problem Management
Focusing on the key configurations and customer decisions required for implementation, this section explores the baseline application functionality and architecture of Problem Management.
7 Change Management
For Change Management, the curriculum identifies the baseline functionality, security, and architecture, providing guidance on how to design solutions that maximize system quality attributes.
8 Metrics, maintenance, and evolution
Finally, you learn to utilize various reporting tools like metric definitions and dashboards, identify resources for governance, and apply platform capabilities to ensure good data hygiene and measure performance with Benchmarks.
During this three-day interactive training course, you access the ServiceNow platform and the ITSM applications in your 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.
- Customers, partners, and ServiceNow employees who work in technical roles such as Technical Consultant, Architect, or System Administrator
- People who are responsible for implementing, configuring, and deploying ServiceNow ITSM applications (Incident, Problem, Change, Request, Service Portfolio, Configuration Management/CMDB, etc.)
- Professionals who need hands‑on, implementation‑focused training rather than just overview‑level knowledge
Mandatory requirements – completion of the following courses:
- ServiceNow Administration Fundamentals
- ServiceNow Administration Advanced
- ServiceNow Platform Implementation
- IT Service Management (ITSM) Fundamentals
Recommended experience
Take a look at the «Welcome to ServiceNow» and «ServiceNow Get Started with Now Create» courses, which you can attend on demand.
- 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
Upon completion of the course, ServiceNow recommends gaining at least two to three months of practical experience before taking the «Certified Implementation Specialist – IT Service Management (CIS-ITSM)» exam. This ensures that you consolidate your knowledge and are optimally prepared.
Detailed information regarding the exam process can be found in the official Exam Blueprint. By successfully passing the certification, you officially demonstrate your expertise as a «Certified Implementation Specialist – IT Service Management (CIS-ITSM)».