Become a Master at ServiceNow ITSM

Get a foundational understanding of incident management and learn why it's essential in the ITSM landscape.

Explore the complete lifecycle of incident management processes and how they're managed in ServiceNow.

Learn how Incidents are classified according to Categories and Priorities in ServiceNow.

Understand the end to end process of managing Incidents in ServiceNow with this practical walk through.

Build and understanding of the Incident Management architecture in ServiceNow, including the table structures and relationship with other ITIL processes.

In this lesson you will build an understanding of Service Level Management in ServiceNow.

Gain an understanding of the Major Incident Management process in ServiceNow.

In this lesson you will learn how to configure ServiceNow to provide priority support to VIP users.

Secure you instance by applying the correct roles to the users of the Incident Management process.

In this lesson you will learn how to configure automation of Incident assignments.

In this lesson, you’ll learn how Data Lookup Rules in ServiceNow automatically populate fields on forms—like assigning the correct priority or assignment group—based on conditions you define. We’ll explore how these rules improve consistency, reduce manual effort, and streamline incident and request handling across the platform.

In this lesson, we'll explore how to set up and configure the Incident Management module in ServiceNow to streamline your incident handling processes and provide efficient IT support.

In this lesson you will learn how to keep users and support staff updated on the status of Incidents using automated notifications.

Understand the process to gather configuration requirements for implementing ServiceNow Incident Management.

Learn how to create and use ServiceNow Incident management reports and dashboards to manage and improve your Incident management process.

In this lesson, we'll explore the fundamental concepts and principles of problem management. Problem management is a critical component of IT service management that focuses on identifying and addressing the underlying causes of recurring. It enables organizations to identify and resolve the root causes, preventing incidents from recurring and minimizing their impact on business operations. In this lesson, we'll delve into the definition and purpose of problem management, understand its key objectives and benefits, and explore the process steps within ServiceNow.

Learn the ServiceNow Problem Management table architecture and relationship to other ITSM processes.

In this lesson, we'll explore the problem management module within the ServiceNow platform. Problem records play a vital role in documenting and managing problems throughout their lifecycle. We'll provide an overview of the problem management module, learn how to create problem records, and understand the process of capturing relevant details.

Build an understanding of how to secure your Problem Management application by assign to correct roles to relevant stakeholders.

In this session, we will explore how to leverage ServiceNow's reporting and analytical capabilities to effectively manage problems, analyze trends, and visualize data through insightful dashboards. Understanding these features will empower you to proactively address IT issues and drive continuous improvement in your organization.

What requirements do you need to gather during ServiceNow Problem Management Scoping Workshops?

Understand the ServiceNow Change Management Lifecycle and process states and purpose of each state.

In this lesson, we'll explore the essential aspects of creating and managing change requests within the ServiceNow platform. We'll begin by discussing the change request form and the required information that should be included. We'll then delve into the workflow and stages that a change request goes through, ensuring a structured and controlled process. Additionally, we'll explore the importance of collaboration and communication during change implementation and how ServiceNow facilitates this. Finally, we'll learn how to effectively manage change requests within the ServiceNow platform.

Learn how to schedule, manage and chair Change Advisory Board (CAB) meetings entirely on the ServiceNow platform.

In this section, we'll explore the essential aspects of planning and scheduling changes within the change management process. We'll start by discussing the key activities and considerations involved in change planning. We'll then delve into creating change plans and timelines, including blackout and maintenance schedules. Additionally, we'll explore the importance of change scheduling and coordination with stakeholders to ensure smooth change implementation. Finally, we'll learn how to effectively manage change conflicts and dependencies.

In this lesson you will learn how to effectively coordinate the implementation of a Change using ServiceNow Change Management sub tasks.

In this section, we'll explore the purpose of standard changes and when to define them within the change management process. We'll start by discussing the importance and benefits of standard changes in streamlining routine and low-risk changes. We'll then delve into identifying situations where standard changes are applicable and when to define them. Additionally, we'll learn how to submit and manage standard change templates within ServiceNow.

In this section, we'll explore the essential aspects of configuring change management in ServiceNow and the corresponding security roles. We'll start by discussing the importance of proper configuration in aligning change management with organizational processes. We'll then delve into the key configuration settings and options available in ServiceNow for effective change management. Additionally, we'll explore the various security roles and permissions required to ensure proper access and control within change management.

In this lesson you will build an understanding on how to configure ServiceNow Change Approval Policies to  define your organization's Change Management Approval Policies in ServiceNow.

In this section, we'll explore the key aspects of release management and deployment within the ServiceNow platform. We'll start by discussing the importance of release management and its role in ensuring controlled and efficient deployments. We'll then delve into the process of release planning and coordination, followed by release packaging and deployment techniques.

In this section, we'll explore the importance of reporting and compliance in change and release management within ServiceNow. We'll start by discussing the key performance indicators (KPIs) and metrics used to assess the success, performance, and compliance of change and release activities. We'll then delve into the reporting capabilities of ServiceNow, enabling organizations to track and analyze change and release data effectively. Additionally, we'll explore the significance of auditing and maintaining documentation for regulatory and governance purposes.

In this lesson you will build an understanding on how to configure ServiceNow Change Models to  define your organization's Change Management state transition policies.

How to run ServiceNow Change Management scoping workshops to gather requirements for implementation.

An introduction to ServiceNow Knowledge Management.

In this lesson, we'll explore the knowledge base structure in ServiceNow.

Learn how to create and publish knowledge articles, discover best practices for capturing and documenting knowledge effectively, and understand the benefits of leveraging rich media such as images and videos in knowledge articles

In this lesson, we'll explore the lifecycle of knowledge articles, including the review and approval processes, versioning and revision control, and the importance of archiving and retiring outdated knowledge articles.

In this lesson, we'll explore the importance of robust search functionality in Knowledge Management, learn how to utilize ServiceNow's search capabilities to find relevant knowledge articles, and understand the significance of promoting self-service by empowering users to access and utilize knowledge.

In this lesson, we'll explore how to enable collaboration and knowledge sharing among teams, learn about user feedback and rating mechanisms for knowledge articles, and discover techniques for continuous improvement of knowledge articles.

In this lesson, we'll explore the overview of ServiceNow's Guided Setup feature, learn how to access Guided Setup specifically for Knowledge Management, and walk through a step-by-step configuration using Guided Setup.

In this lesson, we'll explore the introduction to security roles in ServiceNow Knowledge Management, understand the overview of default Knowledge Management roles, and discuss the recommended security roles for effective Knowledge Management. As mentioned before, security roles are also a popular exam topic, so take not of this one!

An introduction on the ServiceNow Service Catalogue and how IT requests are managed.

An introduction on the ServiceNow Service Catalogue and how IT requests are managed.

In this lesson, we'll dive into the exciting world of creating and managing catalog items and offerings. We'll explore how to create catalog items, configure their attributes, establish relationships and dependencies, define pricing and fulfillment options, and manage catalog versioning and updates.

In this lesson, we'll explore the fascinating world of service workflows and how they can streamline and automate your service request processes. We'll cover six key topics to equip you with the knowledge and skills to effectively define and automate service workflows.

Discover how ServiceNow order guides automates service catalog processes by simplifying service and product requests, guiding users through intuitive workflows tailored to their needs, in this comprehensive lesson.

Uncover the power of ServiceNow record producers in simplifying service requests and data entry tasks, empowering users to efficiently create records and initiate processes with ease, in our comprehensive lesson on mastering record producers.

In this lesson, we'll dive into the intricacies of managing service requests and ensuring their efficient fulfillment. We'll cover five key topics to equip you with the knowledge and skills to effectively handle service requests.

In this lesson, we'll explore the world of service level agreements (SLAs) and how they contribute to effective service management. We'll cover four key topics to equip you with the knowledge and skills to establish and monitor SLAs.

Understand how CI relationships work in the ServiceNow CMDB and how to configure it.

Learn the different ways on how to populate the ServiceNow CMDB.

Understand what CMDB baselines are and how to configure them.

Understanding the CMDB Health Dashboard and how to interpret it.

Learn what the CMDB Data Manager is and how it works.

Key highlights on the new features and updates in the latest ServiceNow release.

Understand what ServiceNow NowAssist is and how Generative AI is enabled on the platform.

Learn the use cases of ServiceNow Generative AI for ITSM.

Be on the lookout for exam questions regarding role requirements. Download this handy cheat sheet to use as reference throughout the course on which roles are required to perform certain functions.

Most ServiceNow admins hear 'new release' and feel dread — another upgrade, another wave of broken things to fix. This section reframes Australia as a strategic opportunity, not an operational hazard. By the end, you'll know exactly what changed, what it means for your daily work, and where to focus your energy first.

ServiceNow just moved its upgrade cut-off deadlines — and most organisations haven't adjusted their planning calendars yet. This lesson explains the new Q2/Q4 cadence, the June and December hard deadlines, and what happens if you miss them. Next, you'll see exactly how SOW became the mandatory agent experience, not just an option.

If your agents are still living in UI16, Australia is the release that ends that. Legacy ITSM module links now redirect to SOW equivalents — and if your instance hasn't been configured for that, agents will land in broken or blank experiences on day one. This lesson shows you exactly what redirects, what doesn't, and how to validate it before go-live. Next, you'll apply this knowledge directly by auditing your own SOW redirect configuration.

Giving someone 'admin' in ServiceNow to configure Change Management is like handing them the keys to the entire building when they only needed access to one room. Australia fixes this with five scoped ITSM roles — and the timing is critical, because AI agents are about to inherit user permissions at scale. This lesson explains each role, its scope, and why getting this wrong creates compounding risk. The next lesson puts it into practice with a live audit exercise.

Most release summaries tell you what's new. This lesson tells you what breaks if you don't know about it — and what gets easier once you do. Three Incident changes and three Change changes, each with a clear before/after and a real scenario. The final lesson in this section gives you the complete pre-upgrade checklist you'll take into your own environment.

Four more ITSM modules updated in Australia — Problem, Request Management, Walk-Up, and On-Call Scheduling. Each has one or two focused changes, none requiring deep configuration work. This lesson runs through all four efficiently so you have the complete picture before building your upgrade checklist. After this, you'll build that checklist.

Legacy Performance Analytics doesn't die with Australia — but it stops growing. All new ITSM dashboards, indicators, and reports must be built in Platform Analytics going forward. If your stakeholders rely on legacy dashboards today, this lesson shows you what must be migrated, how to use the Migration Center, and what intraday Data Snapshot indicators unlock for real-time SLA and shift monitoring. The final lesson turns everything you've learned into an actionable upgrade checklist.

Every lesson in this section built toward one output: a go-live gate checklist you can actually use. This final lesson consolidates the upgrade checklist, then tests your readiness with a scenario-based quiz across the five key change areas. Pass this quiz and you're ready to advise an organisation on Australia ITSM upgrade preparation.