- Incident Management
- Problem Management
- Change Management
- Service Catalog
ServiceNow ITSM Training in HyderabadHands-on course built for job-ready skills
Learn how Incident, Problem, Change and Request workflows fit together in ServiceNow IT Service Management. The syllabus also covers Knowledge, CMDB, service levels and reporting.
Work through practical configuration and project exercises, then review certification topics and interview scenarios. Confirm current batch dates and delivery availability with NowPath. Learn through ServiceNow online training or classroom training in Hyderabad.
Course syllabus
What you will learn
Explore the IT Service Management syllabus and its topic list.
- Module 01
ITIL 4 and ServiceNow foundations
- ITIL 4 practices mapped to ServiceNow
- Instance navigation and user interface
- Users, groups, roles and ACL basics
- Tables, forms, lists and dictionary
- Module 02
Incident Management
- Incident lifecycle and states
- Assignment rules and data lookup
- Major incident management
- Incident SLAs and escalations
- Module 03
Problem and Change Management
- Problem, known error and workaround
- Normal, standard and emergency changes
- CAB workbench and change approvals
- Change risk and conflict detection
- Module 04
Request and Service Catalog
- Catalog items, variables and variable sets
- Record producers and order guides
- Request, RITM and catalog tasks
- Catalog UI policies and client scripts
- Module 05
Knowledge, CMDB and SLA
- Knowledge bases and article workflows
- CMDB classes, CIs and relationships
- Identification and reconciliation
- SLA definitions, schedules and breaches
- Module 06
Reporting and certification preparation
- Reports and dashboards
- Service Portal overview
- CIS-ITSM certification topic review
- ITSM interview questions and answers
Tools and skills
- Incident, Problem, Change and Request configuration
- Service Catalog, Knowledge and CMDB fundamentals
- Assignment rules, SLAs and notifications
- Reports, dashboards and workflow troubleshooting
Applied learning
Real-time projects
Review the project scope and deliverables with the training team before enrolling.
- Project 01
Service desk go-live
Configure Incident, Problem and Change workflows with SLAs and escalations for a fictional enterprise service desk.
- Project 02
Employee laptop request
Build a Service Catalog item with approvals, fulfilment tasks and notifications.
- Project 03
CMDB health check
Model a multi-tier application in the CMDB and report on its configuration item relationships.
Who should join
- Freshers and graduates interested in IT service management
- IT support and service desk professionals
- ITIL practitioners
- ServiceNow administrators building ITSM knowledge
Prerequisites
- No prior ServiceNow platform experience is required for the beginner-level foundations.
- A basic understanding of IT support workflows is useful but not mandatory.
Online and Classroom training in Hyderabad
New batches starting soon
Choose a delivery mode after confirming the current schedule and availability with NowPath. Learn about online training or classroom training in Hyderabad.
Course questions
Frequently asked questions
What topics are covered in ServiceNow ITSM Training?
The syllabus covers Incident, Problem, Change and Request workflows, along with Service Catalog, Knowledge, CMDB, SLAs and reporting. Learners review how these platform areas relate to IT service management, complete practical configuration exercises and review certification topics. Confirm the current cohort syllabus with NowPath before enrolling, as module details may be updated.
Is this course suitable for beginners?
The foundations module introduces the platform, ITIL practices and core navigation before moving into ITSM workflows. Prior ServiceNow experience is not listed as a prerequisite for this course. A basic familiarity with IT support processes can be helpful, but learners should confirm the current entry guidance with NowPath if they have a specific background or learning need.
Can I take ServiceNow ITSM Online Training or classroom sessions?
The course is structured for online and classroom learning. Online Training and classroom delivery in Hyderabad are offered through separate information pages; current batch dates and availability can change. Contact NowPath to confirm the delivery mode, timetable, class format and any requirements for participating before choosing a batch.
How long is the course?
The existing course catalog lists a 45-day duration, but the timetable and total class schedule should be confirmed for the batch you plan to join. Ask NowPath whether the duration refers to calendar days, teaching days or the full batch period, and check the expected session frequency before enrolling.
What certification preparation is available for ServiceNow ITSM?
The current syllabus includes review of CIS-ITSM certification topics and interview scenarios. Check the latest exam requirements with the certification provider and contact NowPath to confirm which preparation materials, practice tests or other exam-related support are included in your batch.
What projects are included in the ServiceNow ITSM Course?
The project section lists workflow, service request and CMDB exercises as candidate topics based on the earlier course catalog. Their final scope and inclusion in a specific batch still need confirmation from NowPath. Ask for the current project brief, expected learner deliverables and whether the work is completed individually or as part of a guided class exercise.
START YOUR JOURNEY TODAY
Ask about ServiceNow ITSM Training.
Contact NowPath to confirm the current syllabus, batch dates, training mode and course details.