ITSM · Course syllabus
ServiceNow ITSM Training syllabus
Review the syllabus topics below. Contact NowPath to confirm the current course outline and batch details.
- 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