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Final year students and fresh graduates seeking to start their career in IT service management with industry-recognized ITIL certification
Career switchers and IT professionals looking to formalize their service management knowledge and advance into leadership roles
IT professionals, system administrators, service desk staff, and operations managers working in IT support roles
Final year students and fresh graduates seeking to start their career in IT service management with industry-recognized ITIL certification
Career switchers and IT professionals looking to formalize their service management knowledge and advance into leadership roles
IT professionals, system administrators, service desk staff, and operations managers working in IT support roles
A. What is IT Service Management (ITSM)?
B. Introduction to ITIL Framework
C. Importance of Process-Based IT Operations
D. Why Companies Use ServiceNow
E. Overview of IT Service Desk Responsibilities
F. Mapping of ITSM Modules (Incident → Problem → Change)
G. How ServiceNow supports automation & workflow
A. Identify IT services used daily in your company
B. Map an IT issue to Incident → Problem → Change flow
C. Watch your company’s support process and identify gaps
D. Quiz: ITSM vs ITIL vs ServiceNow – difference
A. Understand the basics of ITSM & ITIL
B. Recognize why ServiceNow is industry standard
C. Visualize end-to-end IT operations
D. Learn how Service Desk fits into the IT ecosystem
A. Write a 5-line explanation of why ITSM is important
B. List 5 processes you want to learn inside ServiceNow
A. PPT on ITSM Basics
B. ITIL Concept Sheet
C. ServiceNow Product Overview
A. What is ServiceNow?
B. Overview of UI, Navigation & Menus
C. Application Navigator & Filter
D. Forms vs Lists
E. Worknotes vs Additional Comments
F. User roles: itil, admin, approver
G. How workflows operate in ServiceNow
A. Navigate to Incident → Create New
B. Explore list filters and personalizing columns
C. Add comments and check difference between internal/external notes
A. Become comfortable with the ServiceNow interface
B. Understand where modules are located
C. Learn technician-level actions
A. Practice opening 20 demo records
B. Create a cheat sheet of common modules
A. ServiceNow UI Guide
B. Navigation Shortcuts Sheet
A. What is an Incident?
B. Incident Lifecycle
C. Priority Matrix (Impact + Urgency + Priority)
D. SLAs, escalations, communication rules
E. Major Incident Management (MIM)
F. Responsibilities of Service Desk Agents
A. Classify 10 sample issues into P1–P4
B. Create communication templates for P1 & P2 incidents
C. Analyze 3 real incidents for priority correctness
A. Understanding how incidents are logged, managed & resolved
B. Ability to determine correct priority
C. Learn communication best practices
A. Write 5 incident examples with priority justification
A. Priority Matrix Chart
B. Incident Lifecycle PPT
A. Creating incidents in ServiceNow
B. Caller, Short Description, Description
C. Assignment Groups & Routing
D. Auto-priority & Category/Subcategory
E. SLA timers
F. Resolution notes & closure codes
A. Create 10 incidents in DEV instance
B. Assign tickets to correct groups
C. Test SLA behavior by delaying updates
A. Master ServiceNow incident creation & updates
B. Understand real workflow used by companies
A. Record a screen video of you solving a sample incident
A. Demo Instance
B. Incident Form Template
A. Laptop not booting
B. Outlook mailbox full
C. Network down P1
D. VPN not connecting
E. Printer issues
F. Shared drive access problem
A. For each scenario, identify → Priority → Troubleshooting → Resolution
B. Write troubleshooting checklist
A. Ability to handle real-world incidents
B. Learn troubleshooting frameworks
A. Create SOP for at least 5 scenarios
A. Scenario Workbook
B. Troubleshooting Mind Map
A. What is a Problem?
B. Difference between Incident vs Problem
C. RCA Techniques (5 Why, Fishbone)
D. Workaround vs Permanent Fix
E. When to raise a problem
F. Known Error Database (KEDB)
A. Practice 5 Why analysis on 5 scenarios
B. Convert incidents into problems
A. Understand long-term issue resolution
B. Learn root cause thinking
A. Document RCA for one issue
A. RCA Templates
B. Known Error Samples
A. Creating problems
B. Linking incidents
C. Documenting workaround & RCA
D. Creating problem tasks
E. Closing problems with Permanent Fix
A. Create 5 problem records
B. Link incidents and add RCA
A. Practical hands-on understanding of problems
A. Update a real problem record with RCA
A. ServiceNow Problem Form Guide
A. What is a Change?
B. Types: Standard, Normal, Emergency
C. CAB – Change Advisory Board
D. Impact/Risk Analysis
E. Change window & blackout windows
F. Back-out plan
A. Categorize 10 changes into Standard/Normal/Emergency
B. Write an impact analysis
A. Understand the entire change lifecycle
B. Learn how approval process works
A. Write one sample change request
A. Change Lifecycle Diagram
A. Creating change request
B. Adding tasks
C. Scheduling window
D. CAB approval flow
E. Implementation & review
A. Create and submit a Normal Change
B. Perform CAB role-play
A. Real working model of change enablement
A. Create change record for patch deployment
A. Change Form Template
A. Asset vs Configuration Item
B. Hardware lifecycle
C. Software licensing
D. Asset ownership
E. CMDB components & relationships
A. Identify assets in your company
B. Map assets → CI → Service
A. Understand asset lifecycle
B. Learn basics of CMDB
A. Document lifecycle of a laptop
A. Asset/CI Mapping Sheet
A. Creating assets
B. Adding serial number, vendor, PO
C. Assigning assets to users
D. Transfers & retirement
E. CMDB updates
A. Create & assign sample assets
B. Retire a test asset
A. Real-world asset workflow understanding
A. Create asset audit sheet
A. Asset Lifecycle Templates
A. Vendor definition & roles
B. Vendor contracts & agreements
C. SLA monitoring
D. Vendor escalations
E. End-to-end ITSM flow (Incident → Problem → Change → Asset → Vendor)
A. Create a vendor record
B. Rate vendor performance
C. Map vendor to change scenario
A. Understand vendor involvement in IT operations
A. Document 3 real vendor issues
A. Vendor Contract Template
Career certifications validate expertise in a specific field, enhancing credibility and job prospects. Investing in relevant certifications can set you apart in a competitive job market. Let me know if you need recommendations!
Career certifications validate expertise in a specific field, enhancing credibility and job prospects. Investing in relevant certifications can set you apart in a competitive job market. Let me know if you need recommendations!
Career certifications validate expertise in a specific field, enhancing credibility and job prospects. Investing in relevant certifications can set you apart in a competitive job market. Let me know if you need recommendations!
Career certifications validate expertise in a specific field, enhancing credibility and job prospects. Investing in relevant certifications can set you apart in a competitive job market. Let me know if you need recommendations!
Career certifications validate expertise in a specific field, enhancing credibility and job prospects. Investing in relevant certifications can set you apart in a competitive job market. Let me know if you need recommendations!
ITIL 4 Foundation is an entry-level certification that provides a comprehensive understanding of IT service management principles, practices, and frameworks.
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