Introduction of the Course

The ServiceNow IT Service Management (ITSM) Corporate Training by Netskill enables organizations to unlock the full potential of the ServiceNow platform for IT operations and service delivery.

This course provides a deep understanding of the core ITSM processes—from handling incidents to automating change management—using the ServiceNow platform. Learners gain hands-on experience configuring IT workflows, automating ticketing systems, and integrating ITSM modules to enhance productivity and end-user satisfaction.

Delivered through Netskill’s gamified and interactive LMS, the training ensures professionals can implement ITIL-aligned best practices while leveraging ServiceNow’s automation and analytics capabilities for enterprise-grade IT service excellence.

Courses: Instructor-Led, In-Person, or Self-Paced

Netskill offers three flexible training modes to fit your organization’s learning goals:

• Online Instructor-Led Training: Real-time virtual sessions with ServiceNow-certified instructors and guided labs.
• In-Person Training: Hands-on corporate workshops at your business location for immersive team learning.
• Self-Paced Training via Netskill LMS: Learn anytime, anywhere with 24/7 access to course videos, simulations, and assessments.

Each format includes:

• Gamified Learning Modules
• Practical Hands-On Labs
• Scenario-Based Exercises
• Quizzes and Knowledge Checks
• Certification upon Completion
• Lifetime LMS Access for Continued Learning

Target Audience for Corporate ServiceNow ITSM Courses

This training is ideal for:

• IT Service Desk Professionals
• ServiceNow Administrators and Developers
• IT Managers and Process Owners
• Change/Incident/Problem Managers
• ITIL Practitioners and Consultants
• Organizations implementing ServiceNow ITSM solutions

What Are the Modules Covered

Module 1: Introduction to ServiceNow ITSM

• Overview of ITSM and ServiceNow platform
• ITIL best practices and ServiceNow alignment
• ServiceNow user interface and navigation

Module 2: Incident Management

• Managing and resolving incidents efficiently
• Automating incident assignment and SLAs
• Reporting and metrics for incident performance

Module 3: Problem Management

• Identifying and documenting root causes
• Managing known errors and workarounds
• Problem resolution workflows and analytics

Module 4: Change Management

• Understanding change models and approvals
• Configuring change workflows and CAB meetings
• Risk assessment and impact analysis

Module 5: Request Management

• Catalog items and request fulfillment workflows
• Service Portal customization
• Automating approvals and delivery processes

Module 6: Knowledge Management

• Creating and managing a knowledge base
• Knowledge article workflows and approvals
• Knowledge-centered support best practices

Module 7: Configuration Management (CMDB)

• Overview of CMDB and CI relationships
• Maintaining data accuracy and integrity
• CMDB integrations and reporting

Module 8: Reporting and Performance Analytics

• Using dashboards and KPIs in ServiceNow
• Creating custom reports and visualizations
• Monitoring service delivery performance

Module 9: Automation and Integration

• Automating ITSM workflows using Flow Designer
• Integrating ServiceNow with third-party tools
• Enhancing user experience with AI and chatbots

Module 10: Real-World Project and Certification Assessment

• Implementing an ITSM process from scratch
• Final hands-on project and certification evaluation

Importance of ServiceNow ITSM Training

ServiceNow ITSM is the backbone of modern digital enterprises, enabling IT departments to manage and deliver services effectively. Through this training, professionals gain practical skills in optimizing IT service delivery, improving user satisfaction, and aligning IT operations with business objectives.

Key Benefits:

• Master ServiceNow’s ITSM functionalities
• Improve service delivery and efficiency
• Reduce downtime with proactive problem management
• Ensure ITIL compliance across all processes
• Build automation-driven IT workflows
• Strengthen reporting and decision-making capabilities

Training Skills and Competencies for Employees

Upon completion, learners will be able to:

• Configure and manage ServiceNow ITSM modules
• Automate and optimize IT workflows
• Implement ITIL-aligned best practices
• Manage incidents, problems, and changes efficiently
• Build analytical dashboards for IT service visibility
• Integrate ServiceNow ITSM with enterprise systems

Netskill Approach to ServiceNow ITSM Training

Netskill follows a practical, project-based, and gamified learning approach designed for corporate learners:

• Real-Time Case Studies and Scenarios
• Hands-On Configuration Labs
• Gamified Modules for Skill Reinforcement
• Role-Based Learning Paths (Admin, Analyst, Developer)
• Mentor Support and Continuous Learning via LMS
• Certification for Verified Skill Competency

This ensures participants gain not only theoretical understanding but also job-ready expertise to manage ITSM environments confidently.

Why Choose Netskill as Your ServiceNow ITSM Training Partner?

• Certified ServiceNow Trainers with enterprise project experience
• Interactive and gamified learning modules
• Practical labs and real-world simulations
• Customizable corporate training packages
• Certification upon course completion
• Access to the Netskill LMS for lifelong learning
• Proven track record as a corporate ServiceNow training provider

With Netskill’s ServiceNow ITSM Corporate Training, your teams can streamline IT operations, boost service quality, and deliver measurable business value.