---
url: "https://xcademia.com/courses/servicenow-it-service-management-training"
title: ServiceNow IT Service Management Training
description: " Master ServiceNow ITSM with mentor-led training. Learn workflows, SLAs, and service portal design aligned with CIS-ITSM in practical scenarios."
publishedAt: "2026-04-09T04:16:29.569297+00:00"
updatedAt: "2026-04-09T04:16:29.569297+00:00"
type: course
code: "ITS-0123"
level: Professional
duration_days: "3"
track: ServiceNow Platform
category: "IT Service, Governance & Compliance"
credential_tier: tier1
price_gbp: "1999"
---

# ServiceNow IT Service Management Training

> Master ServiceNow ITSM through mentor-led configuration and real-world service delivery scenarios. Design workflows, SLAs, and service experiences aligned with ServiceNow CIS-ITSM objectives.

## 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.

## Prerequisites

- Basic understanding of IT service management
- Familiarity with web-based applications
- Exposure to IT support environments

## What you will learn

- 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

## Skills you will gain

- ITSM workflow configuration
- SLA design and tracking
- Service catalog setup
- Incident and change management
- Service portal customisation
- Reporting and dashboards

## Career progression

- ITSM Analyst
- ServiceNow Administrator
- IT Support Lead
- Change Manager
- Service Delivery Analyst

## Curriculum

1. **Module 1**
2. **Module 2**
3. **Module 3**
4. **Module 4**

## Exam & certification

## Delivery options

- **Live Online** — Join live instructor-led sessions from anywhere. Interactive, engaging, and flexible.
- **Onsite Training** — We come to you. Training delivered at your workplace for teams of 6 or more.
- **Venue-Based** — Classroom training at a professional venue. Ideal for focused, immersive learning.
- **Blended** — Combine online and in-person learning for maximum flexibility and impact.

## Frequently asked questions

**Is this course suitable for beginners?**

This is a professional-level course; basic ITSM knowledge is recommended.



**Will I get hands-on experience?**

Yes, the course includes labs and practical scenarios throughout.

**Does this prepare me for ServiceNow certification?**

Yes, it is aligned with CIS-ITSM objectives.



**Do I need a ServiceNow account?**

Access will be guided during the course setup phase.



**What roles can I apply for after completion?**

You can pursue roles such as ITSM Analyst or ServiceNow Administrator.

## Course at a glance

| Field | Value |
| --- | --- |
| Code | ITS-0123 |
| Duration | 3 days |
| Level | Professional |
| Track | ServiceNow Platform |
| Category | IT Service, Governance & Compliance |
| Credential tier | tier1 |
| Price (GBP) | £1999 |

---

## About this content

This Markdown course profile is the citation-grade twin of [ServiceNow IT Service Management Training](https://xcademia.com/courses/servicenow-it-service-management-training). It is published by **Xcademia** (UK Companies House 12322710) and is available for AI search engines and large language models to index, summarise, and cite.

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