The service desk and incident management
Ticket intake, categorisation, prioritisation with impact and urgency, escalation paths, and what a good incident record contains.
IT Service Management
IT Service Management (ITSM)
ITIL tells you the theory. This is how the work actually runs, in the tool.
Knowing ITIL vocabulary and being able to run a change advisory board are different skills. This course is the second one. You work through incidents, problems, changes and requests as they actually arrive, inside a real ITSM tool, with the SLA clock running.
Syllabus
8 modules across 6 weeks, at about 5 hrs/week.
Problem management
Separating problems from incidents, root cause techniques, known error databases, and writing a problem record that prevents recurrence.
Change enablement
Standard, normal and emergency changes, risk assessment, the CAB, rollback plans, and post-implementation review.
Service requests, catalogue and knowledge
Request fulfilment, building a service catalogue people actually use, and knowledge articles that deflect tickets.
SLAs, OLAs and reporting
Defining measurable targets, the difference between SLA and OLA, breach handling, and building a monthly service report management will read.
CMDB and asset management
Configuration items, relationships, discovery, and why most CMDBs decay — plus how to keep one accurate.
ServiceNow fundamentals
Navigating the platform, tables and forms, workflows, and where the ITIL practices live inside the tool.
Capstone: run a service week
Handle a simulated week of incidents, a major incident, a change window and a monthly report — assessed on process discipline, not speed.
What you will be able to do
- Run incident, problem and change processes end to end
- Chair a change advisory board discussion with a risk assessment
- Define SLAs that are measurable and defensible
- Build and maintain a CMDB structure that stays accurate
- Work confidently inside a ServiceNow instance
Roles this leads to
Common job titles for people with this skill set. These are market observations — we do not guarantee employment.
ITSM Analyst
Service Delivery Analyst
Change Coordinator
Service Desk Lead
Your first class is free
Attend the first live session before paying anything. If you continue, ₹500 holds your seat and is fully refundable, and the balance is due only before your third session. Full terms in the Refund Policy.
IT Service Management (ITSM) — questions
Should I do ITIL 4 Foundation before this ITSM course?
It helps but is not required. ITIL gives you the vocabulary and this course gives you the practice. Many learners take ITIL 4 Foundation first because it is short, then follow it with this one — we offer both and can sequence them for you.
Will I get access to a ServiceNow instance?
Yes. ServiceNow provides free personal developer instances, and we walk you through requesting and configuring yours in the first ServiceNow session. There is no licence cost to you.
Does this prepare me for the ServiceNow CSA certification?
It covers a substantial part of the Certified System Administrator syllabus, particularly platform navigation, tables, forms and workflows. It is not a dedicated CSA exam-prep course — the goal here is working ITSM competence, with CSA as a natural next step.
What kind of job does ITSM lead to?
Service desk and service delivery roles are the common entry, moving into change coordination, problem management or ITSM tool administration. It is one of the most reliable ways into IT for people without a development background.
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