ITSM Foundations: Optimizing IT Service Management
You’ll dive into the core principles of IT Service Management (ITSM) and the best of ITIL, then bring it all to life inside ServiceNow. We’re talking hands-on experience managing incidents, solving problems, handling service requests, and rolling out
Overview
This course includes:
- 60 minutes of on-demand video
- Certificate of completion
- Direct access/chat with the instructor
- 100% self-paced online
Hey there, future ServiceNow pros and ITSM trailblazers!
Ready to stop firefighting and start mastering IT services like a pro? You're in the right place. In this learning journey, we’re going to flip the script on how you manage incidents, changes, and service requests — all through the power of ServiceNow, the industry’s go-to ITSM platform.
Let’s face it: IT teams today are the backbone of every business. But managing services the old way? That’s like using a flip phone in a 5G world. It’s time to upgrade — and this course gives you the tools to do just that.
You’ll dive into the core principles of IT Service Management (ITSM) and the best of ITIL, then bring it all to life inside ServiceNow. We’re talking hands-on experience managing incidents, solving problems, handling service requests, and rolling out changes without the chaos. You’ll also learn how to handle major incidents and releases like a boss — no more scrambling when things go sideways.
We’ll walk you through setting up your own free ServiceNow Personal Developer Instance so you can get real, practical experience. This isn’t just theory — it’s skills you can use today.
By the end, you won’t just know ITSM — you’ll live it. You’ll be the one in the room saying, “Here’s how we can automate that and make it smoother in ServiceNow.” You’ll streamline processes, boost service quality, and drive serious business value.
So, if you're ready to stop reacting and start leading, let’s jump in. ITSM mastery starts now — and it starts with you.
Skills You Will Gain
Learning Outcomes (At the end of this program you will be able to)
- Explain core ITSM concepts, ITIL principles, and the foundational role of ServiceNow in IT service delivery.
- Apply ServiceNow to manage the life cycle of service requests, incidents, and problems.
- Utilize ServiceNow to execute IT change management (standard, normal, emergency) and release management processes.
- Analyze interdependencies among incident, problem, change, and release management processes facilitated by ServiceNow.
Prerequisites
Basic computer literacy and familiarity with web browsing. No prior ITSM or ServiceNow experience is needed as this course covers foundational concepts.
Who Should Attend
- Aspiring IT Service Management professionals new to IT support, service delivery, or operations, seeking foundational ITSM knowledge and practical ServiceNow skills.
- Junior ServiceNow users, developers, and administrators needing a structured understanding of the platform's core ITSM applications and processes.
- IT support staff, such as Help Desk and Service Desk Analysts, wanting to understand the broader ITSM framework and how ServiceNow supports it.
- Technical or business stakeholders, such as business analysts, project coordinators, and process/product owners, who interact with IT services via ServiceNow and need to grasp ITSM terminology and processes for better collaboration.
Curriculum
Instructors
Ali Saghaeian
I am a certified ServiceNow professional, actively engaged in ServiceNow implementations and transformations since the Geneva release, playing different roles from ServiceNow business analyst and project manager to product owner and platform process owner with extensive experience across multiple ServiceNow applications and modules, such as IT Service Management (ITSM), Strategic Portfolio Management (SPM), HR Service Delivery (HRSD), and Platform Analytics.
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