- • Jun 10–12, 2026 · Live Remote Online, 10:00 AM–6:00 PM ET
- • Jun 24–26, 2026 · Live Remote Online, 10:00 AM–6:00 PM ET
IT Service Management (ITSM) Implementation
Course Duration
3 Days
Audience
Employees of federal, state and local governments; and businesses working with the government.
Prerequisites
Completion of IT Service Management Fundamentals or equivalent ServiceNow ITSM experience is required.
Course Description
This course teaches technical consultants, architects, and administrators how to implement ServiceNow ITSM applications. Students configure Incident Management, Problem Management, Change Management, Knowledge Management, and Service Catalog . gaining hands-on experience with the full ITSM implementation lifecycle on the ServiceNow platform.
Learning Objectives
- Review basic concepts needed to be successful in this course
- Outline resources to supplement efforts to learn how to implement ITSM in ServiceNow
- Introduce the course framework and approach
Course Outline
- Review basic concepts needed to be successful in this course
- Outline resources to supplement efforts to learn how to implement ITSM in ServiceNow
- Introduce the course framework and approach
- IT Service Management Positioning within the ServiceNow Framework
- Source of Information and Insight
- Customer Profile and Scenario
- Identify foundation data leveraged by ITSM applications
- Explore uses of Configuration Management data within ITSM applications
- Review the key Knowledge Management components and structure
- Foundation Data
- Configuration Management Database (CMDB) Lab 2.1 Create a CMDB Class with Attributes
- Lab 2.2 Configure and Import Configuration Items
- Knowledge Management Lab 2.3 Create a Knowledge Base and add it to Now Mobile
- Lab 2.4 Import Knowledge Articles
- Identify baseline application functionality, security, and architecture
- Design solutions to meet requirements that maximize system quality attributes
- Implement configurations common to 80% of customer deployments
- Architecture Overview
- Scoping and Requirements
- Incident Lifecycle Configuration Lab 3.1 Configure Incident Entry Points
- Lab 3.2 Load Incident Categories
- Lab 3.3 Configure SLAs and Incident Notifications
- Lab 3.4 Major Incident Management and On-Call Scheduling
- Operations and Administration Lab 3.5 Configure Incident Surveys
- Lab 3.6 Agent Workspace
- Integrations Lab 3.7 Reports and Homepages
- Identify baseline application functionality and application architecture
- Identify key configurations and customer decisions required for Implementation
- Implement common configurations
- Architecture Overview
Frequently Asked Questions
What does the IT Service Management (ITSM) Implementation course cover?
This course covers IT Service Management (ITSM) Implementation training and best practices. IT Dojo delivers it as live instructor-led training with an emphasis on practical skills for government and DoD professionals.
How long is IT Dojo's IT Service Management (ITSM) Implementation training?
IT Dojo's IT Service Management (ITSM) Implementation training is 3 Days. It is available as live remote online instruction or on-site at your facility. All sessions are instructor-led with small class sizes to ensure individual attention.
Is this course available as live remote online training?
Yes. IT Dojo offers IT Service Management (ITSM) Implementation as live remote online training. A certified instructor leads the session in real time. Students interact via chat or microphone. Classes are kept small (typically no more than 16 students) to ensure engagement. On-site delivery at your government facility or contractor location is also available.
What prerequisites are recommended before this course?
Completion of IT Service Management Fundamentals or equivalent ServiceNow ITSM experience is required.
Does IT Dojo offer this training on-site at government or DoD facilities?
Yes. IT Dojo delivers IT Service Management (ITSM) Implementation on-site at government agencies, DoD commands, military installations, and contractor facilities. On-site training is ideal for teams of four or more and can be customized to your organization's specific environment and mission requirements. Contact IT Dojo to schedule.
How do I register for this course?
IT Dojo training is employer sponsored. Your organization registers and pays for seats. To schedule IT Service Management (ITSM) Implementation for your team, contact IT Dojo via the Request Training form or call 757-216-3656. IT Dojo will work with your contracting officer, training coordinator, or program office to set up the course.