ServiceNow ITSM Training

8 hours
ServiceNow is the market leader in the IT Service Management sector. When implemented and managed correctly, ServiceNow enables organizations to consolidate data, business processes and knowledge into a single System of Action™. As an Elite partner and a longtime customer of ServiceNow, WWT brings a unique perspective to the conversation.

What to Expect

Work directly with WWT subject matter experts on the following topics:

  • Familiarization with ServiceNow user/end-user interface
  • How to create Service Catalog items within minutes
  • Designing workflows to automate business logic
  • Understanding the importance of a comprehensive CMDB
  • Integration of additional toolchains to achieve an orchestrated enterprise


Get hands-on and discover the functionality of the ServiceNow Platform in this training. Learn about the individual components that make up the IT Service Management Suite. Practice using the platform from an end-user and fulfiller perspective and learn how to get the most out of a ServiceNow implementation. 

This ServiceNow ITSM Training can be customized and laser-focused on the parts of ITSM that are most important to your organization. We'll dig in to the core capabilities of Incident, Problem, Change, and Knowledge, but can also expand into discussion topics such as:

  • Automating ITSM with machine learning capabilities such as Virtual Agent and Predictive Intelligence;
  • Modernizing ITSM using the Service Portal, Mobile UX and Agent Workspace; and
  • Running ITSM at DevOps Speed via Change Management, Major Incident and Notify.


Intended audience:

  • CIOs
  • VP/Directors of IT Operations
  • Service Desk Managers

Training includes:

  • A complete overview of ServiceNow Platform
  • ServiceNow ITSM Suite deep dive
    • Incident Management
      • Major Incident
    • Problem Management
    • Change Management
    • Configuration Management (CMDB)
    • Knowledge Management
    • Service Catalog
    • Service Portal
    • Reporting, Dashboards, and Performance Analytics
  • Overview of ServiceNow Workflow / Flow Designer and integration capabilities
  • Optional workshop modules (extra time required):
    • Software Asset Management
    • Hardware Asset Management
    • Virtual Agent
    • Predictive Intelligence