SERVICENOW

★★★★★

(2,095 ratings) 50,000+ Student

ITSM

This IT Service Management (ITSM) course provides an overview of essential ITSM principles and best practices for delivering and supporting IT services within an organization. Covering key concepts such as incident management, change management, problem management, and service request fulfillment, the course enables participants to understand the full service lifecycle, improve service quality, and enhance customer satisfaction. Through real-world scenarios and practical exercises, learners gain the skills needed to implement ITSM processes effectively and align IT services with business goals. Ideal for IT professionals looking to advance their careers in IT service management.

Radical Technologies

50,000+ English 40 hours Weekdays / Weekends Classroom / Online / Corporate

Online / Classroom

ITSM

IT Training Programme

Duration 40 hours

Batch Type Weekdays / Weekends

Mode of Training Classroom / Online / Corporate

Locations Pune, Bangalore, Kochi

Language English

Certification Globally Recognized

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100% placement assistance

What you'll learn

Understand core concepts and architecture from the ground up

Get hands-on with the tools used by working professionals

Build real-world projects you can add to your portfolio

Learn industry best practices and coding standards

Practice with real datasets and real-world scenarios

Prepare for certification and technical interviews

Work on collaborative, team-based exercises

Apply performance tuning and optimization techniques

Understand how the technology fits into a larger ecosystem

Complete assignments reviewed by mentors

Programme Overview

9 sections covering the complete curriculum — a single, progressive learning arc.

40 hours

Training Duration

Core Modules

Total Lessons

4.4★

Average Rating

50K+

Students Trained

Foundations & Core Concepts

Get hands-on with the fundamentals and architecture — the building blocks for everything that follows.

Fundamentals Architecture Setup

Hands-On Practical Training

Work through real exercises and assignments designed to mirror what you will do on the job.

Practicals Assignments Labs

Real-World Projects

Apply what you have learned to end-to-end projects that go straight into your portfolio.

Projects Portfolio Case Studies

Advanced Techniques

Go beyond the basics with advanced concepts, integrations and production-grade practices.

Advanced Integration Best Practices

Ecosystem Integration

Understand how this technology connects with the broader tools and platforms used in the industry.

Ecosystem Tools Platforms

Performance & Interview Prep

Master optimization techniques and prepare for the technical interview questions employers actually ask.

Optimization Interview Prep Certification

Who is this programme for?

Whether you're already writing code, working with data, or supporting applications today — this programme is built to take you into a SERVICENOW role.

Software Developers

Engineers who want to add this skill set to their toolkit

Analysts & Consultants

Professionals moving into a more technical, hands-on role

IT Professionals

System admins and support engineers upskilling into a new domain

Fresh Graduates

CS/IT graduates aiming for a job-ready technical role

Course Curriculum

9 sections • 49 lessons • 40 hours

Jump to Section

Total Duration

40 hours

100% Practical · Unlimited Doubt Sessions

01 Incident Management

Purpose:

To restore normal service operation as quickly as possible and minimize the impact on the business.

Key Features:

Logging and tracking incidents.

Categorization and prioritization of incidents.

Assignment to appropriate support teams.

Communication with users regarding incident status.

Reporting and analysis of incident trends.

02 Problem Management

Purpose:

To identify the root cause of incidents and prevent future occurrences.

Key Features:

Problem identification and logging.

Root cause analysis (RCA).

Workarounds and known error documentation.

Change requests for permanent solutions.

Reporting on problem trends and resolutions.

03 Change Management

Purpose:

To control the lifecycle of all changes to minimize disruption to IT services.

Key Features:

Change request submission and approval workflows.

Risk assessment and impact analysis.

Change scheduling and implementation.

Post-implementation reviews.

Change reporting and metrics.

04 Request Management

Purpose:

To manage service requests from users, such as access requests or hardware/software requests.

Key Features:

Service catalog for users to submit requests.

Approval workflows for requests.

Fulfillment processes for service delivery.

Integration with other ITSM processes (e.g., incident, change).

Reporting on request trends and fulfillment times.

05 Service Level Management (SLM)

Purpose:

To ensure that all current and planned IT services are delivered according to agreed-upon service level agreements (SLAs).

Key Features:

Definition and management of SLAs.

Monitoring and reporting on SLA compliance.

Alerts for SLA breaches.

Integration with incident and change management for SLA tracking.

06 Knowledge Management

Purpose:

To share knowledge and information across the organization to improve efficiency and reduce the need for repeated support.

Key Features:

Creation and management of knowledge articles.

Categorization and tagging of articles for easy retrieval.

Approval workflows for publishing articles.

Integration with incident and problem management for knowledge sharing.

07 Configuration Management

Purpose:

To maintain information about configuration items (CIs) and their relationships in a Configuration Management Database (CMDB).

Key Features:

CI identification and classification.

Relationship mapping between CIs.

Impact analysis for changes and incidents.

Reporting on CI status and relationships.

08 Release Management

Purpose:

To plan, schedule, and control the movement of releases to test and live environments.

Key Features:

Release planning and scheduling.

Coordination of release activities.

Documentation of release notes and deployment plans.

Post-release evaluation and reporting.

09 Service Portfolio Management

Purpose:

To manage the service portfolio, including service strategy, design, transition, operation, and continual improvement.

Key Features:

Definition and management of services offered.

Assessment of service performance and value.

Alignment of services with business needs.

Reporting on service portfolio status.

Tools & Technologies

Every tool listed here is installed, configured and used in a hands-on lab session.

Core Tools

Hands-On Labs

Practical Environment

Industry-Standard Tools

Real-World Setup

Guided Exercises

Skill Building

Sample Datasets

Practice Material

Practice & Projects

Mini Projects

Applied Practice

Assignments

Mentor Reviewed

Doubt Sessions

Live Support

Career Readiness

Resume Building

Career Support

Mock Interviews

Interview Prep

Certification Prep

Global Recognition

Deployment & Delivery

Production Practices

Real-World Ready

Best Practices

Industry Standards

49+

Hands-On Lessons

Core Modules

40 hours

Training Duration

100%

Practical Training

You don't just learn ITSM. You ship it.

Three major projects, each mirroring how production teams actually work — from guided foundations to a portfolio-ready capstone.

PROJECT // 01

Guided Foundation Project

→Requirement Analysis

→Guided Implementation

→Mentor Review

→Iteration

Foundation Beginner

Apply the fundamentals in a structured, mentor-reviewed project

Take the core concepts from the first half of the curriculum and apply them to a realistic scenario, with guidance and feedback from your mentor at every step.

Structured project brief

Step-by-step implementation

Mentor feedback and review

Documented outcome

Stack Core Concepts Best Practices

PROJECT // 02

Applied Practice Project

→Scenario Design

→Independent Build

→Testing & Validation

→Peer Review

Applied Intermediate

Build a more independent project mirroring real production scenarios

Work through a project that combines multiple concepts from the curriculum, closer to how work is actually structured on the job — less hand-holding, more ownership.

End-to-end implementation

Testing and validation

Documentation

Peer/mentor review

Stack Applied Skills Testing

PROJECT // 03

Capstone Project

→Planning

→End-to-End Build

→Review & Refinement

→Presentation

Capstone Advanced

Take a project from requirements to a polished, portfolio-ready deliverable

Your final project — plan, build, test and present a complete solution using everything covered in the curriculum, reviewed by mentors before you graduate.

Complete working solution

Presentation-ready documentation

Mentor sign-off

Portfolio-ready deliverable

Stack Full Curriculum Portfolio

All 3 projects go directly into your portfolio & resume — reviewed by mentors before you graduate.

See Sample Project Reports

Upcoming Batches

No upcoming batches scheduled right now. Enquire to get notified.

Why Radical Technologies

Live Online Training

Highly practical oriented training
Installation support on your system
24/7 Email and Phone support
100% Placement Assistance
Global Certification Preparation
Trainer-Student Interactive Portal
Assignments and Projects by Mentors

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Live Classroom Training

Weekend / Weekdays / Morning / Evening batches
80:20 Practical and Theory ratio
Real-life Case Studies
Easy make-up for missed sessions
PSI | Kryterion | Redhat Test Centers
Lifetime Video Classroom Access (coming soon)
Resume Prep and Mock Interviews

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Self-Paced Training

Learn 300+ courses at your own time
50,000+ Satisfied Learners
Course Completion Certificate
Practical Labs available
Mentor Support available
Doubt Clearing Session available
10% Discounted Global Certification

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Global Certification

Radical Technologies is the leading IT certification institute in Pune, offering globally recognized certifications across various domains. With expert trainers and comprehensive materials, we ensure students gain in-depth knowledge and hands-on experience to excel in their careers. Our certification programs are tailored to meet industry standards — from cloud technologies to data science — empowering individuals to stay ahead in the ever-evolving tech landscape.

Career Services

At Radical Technologies, we are committed to your success beyond the classroom. Our 100% Job Assistance program ensures that you are not only equipped with industry-relevant skills but also guided through the job placement process. With personalised resume building, interview preparation, and access to our extensive network of hiring partners, we help you take the next step confidently into your IT career.