What you'll learn
Validate availability of core ITSM apps: Service Catalog, Incident, Problem, and Change Management.
Submit and approve Service Catalog requests via portal and Employee Center with routing and manual approvals.
Track and manage Service Catalog requests, approvals, and requested items as a Service Desk Agent.
Understand request fulfillment by validating catalog item relationships, concurrent tasks, and request stages.
Create and classify incident records and escalate them using knowledge articles and group reassignment.
Resolve incidents by escalating to other teams, opening change requests, and creating child incidents.
Track incident resolution across teams and validate closure workflows with change and child incident links.
Create and manage problem records from incidents, including diagnosis, assessment, and investigation tasks.
Perform root cause analysis, document workarounds, and initiate change records for permanent fixes.
Create and route change requests for authorization, scheduling, and CAB approvals with technical assessments.
Manage change request lifecycle including task creation, updates, and final closure validation.
Practice 150+ CIS-ITSM exam questions with video explanations using method of elimination and ServiceNow docs.
Requirements
Basic understanding of ITIL concepts and IT Service Management workflows
Familiarity with ServiceNow platform navigation and user interface
Access to a ServiceNow Personal Developer Instance (PDI) for hands-on labs with Admin Access ( preferred )
Description
Unlock the full potential of ServiceNow IT Service Management (ITSM) with this CIS-ITSM Certification Masterclass, designed by Cloud Guru Amit. This course goes beyond theory—offering over 9 immersive, scenario-based IT projects that mirror real-world enterprise challenges. Each lab is a guided mission where you'll validate, troubleshoot, and implement ITSM processes using ServiceNow's powerful platform. What You'll Achieve Through Hands-On Labs:Lab #1: ITSM Environment Readiness CheckProject: Become the ITSM Architect who ensures the ServiceNow platform is ready for action. Validate the availability of core apps—Service Catalog, Incident, Problem, and Change Management—before your team goes live.Lab #2: Service Catalog Request & Approval WorkflowProject: Step into the shoes of a Service Desk Analyst. Submit and approve catalog requests via Employee Center, and ensure seamless routing and visibility for agents and approvers.Lab #3: Request Fulfillment & Task TrackingProject: Manage fulfillment like a pro. Track catalog item relationships, concurrent tasks, and request stages to ensure timely delivery and transparency.Lab #4: Incident Creation & EscalationScenario: Andrew can't access email while working remotely. You'll create and classify the incident, consult knowledge articles, and escalate to the right resolution group—all while keeping stakeholders informed.Lab #5: Incident Resolution & Team CollaborationScenario: Beth escalates Andrew's issue to David from the networking team. You'll validate cross-team visibility, open change requests, and resolve incidents with precision.Lab #6: Problem Record Creation & DiagnosisScenario: Beth collaborates with the Problem Management team to investigate recurring issues. You'll create problem records, link incidents, and initiate root cause analysis.Lab #7: Problem Resolution & Permanent FixScenario: David proposes a permanent solution for Andrew's email issue. You'll document workarounds, known errors, and initiate change records to implement the fix.Lab #8: Change Request Authorization & SchedulingScenario: David creates a change request for a storage issue. You'll manage technical assessments, CAB approvals, and schedule conflict resolution with Don and Bernard.Lab #9: Change Task Closure & Final ValidationScenario: As the change owner, David updates and closes change tasks. You'll ensure all updates reflect in the change request and validate successful closure.Bonus: 150+ Practice Questions with Video ExplanationsEach question includes interactive video breakdowns for correct and incorrect answers using the method of elimination, backed by ServiceNow documentation. This ensures deep understanding and exam readiness.Whether you're aiming for CIS-ITSM certification or mastering ServiceNow for your career, this course delivers real-world experience, exam confidence, and hands-on expertise.Enroll now and become the ServiceNow ITSM expert your organization needs!
Who this course is for
Aspiring ServiceNow Certified Professionals preparing for the CIS-ITSM certification exam
IT Service Management Practitioners looking to deepen their hands-on expertise with ServiceNow
Service Desk Agents and Analysts who want to master incident, problem, and change workflows
ITIL-certified professionals seeking practical implementation experience in a ServiceNow environment
System Administrators and Developers aiming to validate and troubleshoot ITSM modules end-to-end
Corporate IT Teams transitioning to ServiceNow and needing real-world scenario-based training
Tech Enthusiasts and Career Changers exploring ServiceNow as a high-growth career path in enterprise IT


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