The ITSM Specialist track is designed to transform B.Tech and M.Sc graduates into enterprise-ready IT Service Management professionals. You will master the full incident lifecycle, problem management methodologies, change advisory board processes, and CMDB governance — all within the ServiceNow platform. By the end of this program, you will be capable of designing, configuring, and optimising ITSM workflows that meet ITIL v4 standards, making you immediately deployable in Fortune 500 environments.
Rajesh Iyer
Senior ITSM Architect, 12 yrs exp.
Introduction to ITIL v4 service management principles, the ServiceNow platform architecture, navigation, and core application modules. Hands-on lab: configuring your first ServiceNow developer instance.
End-to-end incident lifecycle management — creation, categorisation, prioritisation, assignment, escalation, and resolution. SLA configuration, breach notifications, and incident dashboards.
Reactive and proactive problem management workflows. Linking incidents to problems, known error database (KEDB), and root cause analysis techniques within ServiceNow.
Standard, normal, and emergency change workflows. Change Advisory Board (CAB) configuration, risk assessment matrices, and change scheduling with the ServiceNow Change Calendar.
Configuration Management Database design, CI class hierarchy, relationship types, and discovery-driven population. Maintaining CMDB health and compliance reporting.
Designing SLA definitions, OLAs, and underpinning contracts. Performance Analytics dashboards, scheduled reports, and executive-level KPI visualisation.
Connecting ServiceNow to third-party monitoring tools via REST APIs. Inbound and outbound integrations, transform maps, and import sets for data synchronisation.
End-to-end ITSM implementation project simulating a real enterprise scenario. Guided CSA (Certified System Administrator) exam preparation with mock tests and review sessions.
Free Demo Session
Free session · No credit card required