In today's fast-paced IT environment, technical support professionals need to evolve with the latest tools to stay competitive. One such essential tool is ServiceNow, a leading cloud-based platform for IT Service Management (ITSM). With companies increasingly relying on ServiceNow to streamline support operations, the demand for trained technical support personnel is rising rapidly.
Online IT Guru's ServiceNow Training for Technical Support equips you with in-depth knowledge of the ServiceNow platform, focusing on real-time incident resolution, ticket handling, problem management, change workflows, and SLA configurations.
This hands-on course is ideal for support engineers, service desk analysts, IT support teams, and professionals aiming to upskill in ServiceNow ITSM workflows and administration.
Why Choose ServiceNow for Technical Support?
ServiceNow is more than just a ticketing tool—it's a digital workflow automation platform that enhances service delivery across IT, HR, customer support, ServiceNow Online Training in Hyderabad and operations. Here’s why technical support teams are adopting it:
- Streamlined ticket handling with automation
- Integration with other IT tools (JIRA, Outlook, Slack)
- Real-time dashboards and reporting for ticket trends
- Standardized SLAs and escalations
- Cloud-based accessibility from anywhere
By mastering ServiceNow, technical support professionals can not only reduce resolution time but also boost customer satisfaction scores (CSAT) and internal efficiency.
Who Should Enroll in This Course?
This training is tailored for:
- IT Support Engineers
- Help Desk Analysts
- NOC Engineers
- Application Support Analysts
- ITSM professionals
- System Admins transitioning to ServiceNow roles
- Anyone preparing for ServiceNow System Administrator Certification
Even if you’re new to ServiceNow, this course builds from the basics to advanced administrative tasks, ensuring strong foundational learning.
Course Objectives
1. Understand ITIL Concepts and How They Integrate with ServiceNow
Explanation:
ITIL (Information Technology Infrastructure Library) is a framework of best practices for delivering IT services. It includes standardized procedures for handling incidents, problems, changes, and service requests. ServiceNow is built around ITIL guidelines. This training helps you understand ITIL principles and shows how ServiceNow implements them to ensure consistent, efficient, and customer-friendly IT service management.
2. Master the Incident, Problem, Change, and Request Management Lifecycle
Explanation:
These four areas—incident, problem, change, and request management—are the core components of IT support in ServiceNow:
- Incident Management focuses on restoring services as quickly as possible after disruptions.
- Problem Management aims to identify and fix the root causes of recurring issues.
- Change Management controls how new updates or changes are introduced without disrupting services.
- Request Management handles user requests, such as software access or password resets.
The course helps you learn how each of these lifecycles works and how to manage them within ServiceNow.
3. Learn to Configure Forms, Fields, Tables, and Workflows in ServiceNow
Explanation:
ServiceNow is highly customizable. You’ll learn how to:
- Design and configure forms for data entry,
- Add or modify fields (data points like name, email, status),
- Work with tables (data storage units in ServiceNow),
- Create workflows that automate steps like approvals, ticket routing, and escalations.
This ensures you can adapt ServiceNow to your company’s specific support needs.
4. Automate Ticket Routing and Escalation Processes
Explanation:
In a large IT support environment, manually assigning tickets wastes time and creates delays. ServiceNow allows automation of:
- Ticket routing – Assigning issues to the right department or person based on rules like priority, category, or location.
- Escalations – Automatically pushing unresolved tickets up the hierarchy if deadlines (SLAs) are missed.
This improves response time, accountability, and customer satisfaction.
5. Set Up SLA Definitions and Task Management Rules
Explanation:
SLA (Service Level Agreement) defines how quickly support teams should resolve an issue. In ServiceNow, you can:
- Define SLA rules for different issue types,
- Monitor when a ticket breaches its SLA,
- Trigger notifications or escalations accordingly.
This helps maintain service quality and track team performance.
6. Build Dashboards and Generate Reports
Explanation:
ServiceNow provides real-time visibility into support activities. You’ll learn how to:
- Build dashboards that display ticket status, SLA breaches, team workloads, etc.,
- Generate custom reports for different stakeholders, such as management or clients.
This data helps in identifying trends, bottlenecks, and opportunities for improvement.
7. Gain Hands-on Experience with Real-World ServiceNow Use Cases
Explanation:
The course includes practical projects based on real industry scenarios. For example, you'll simulate a help desk setup, build request forms, create custom workflows, and track SLA performance—just like you would in a real IT support job. This hands-on approach prepares you to work confidently in live environments.
Key Features of the Course
- 35 Hours of Instructor-Led Training
- Hands-on Projects (2 Real-Time Projects)
- 20+ Industry-Relevant Assignments
- Lifetime Access to LMS with Recordings & Materials
- Certification Guidance & Resume Building
- Flexible Batch Schedules (Weekday/Weekend)
- 24/7 Support for Doubts & Queries
- Job Assistance with 200+ Corporate Partners
ServiceNow Training for Technical Support – Course Modules
1. Introduction to ITSM and ServiceNow Platform
- Understanding ITSM lifecycle
- ServiceNow architecture & navigation
- Creating user profiles, groups, and roles
2. Incident Management
- Creating, updating, and resolving incidents
- Business rules and auto-routing
- Setting up incident templates
- Prioritization matrix and SLAs
3. Problem & Change Management
- Root cause analysis
- Linking problems to incidents
- Creating change requests
- CAB and approval flows
4. Request Management & Catalog
- Designing request catalog items
- Designing workflows for approvals
- Managing fulfillment tasks
- Creating catalog variables
5. Service Level Agreements (SLAs)
- Defining SLA conditions and schedules
- Escalation rules and breach notifications
- SLA workflows
6. Notifications and Alerts
- Email notifications and inbound email actions
- Setting up event logs
- Integrating with Outlook and Slack
7. User Interface and Branding
- Personalizing the UI
- Branding the ServiceNow instance
- Configuring homepage & service portal
8. Reports and Dashboards
- Designing custom reports
- Visual task boards and live feed
- Real-time analytics for ticket trends
9. Integration with Third-party Tools
- REST & SOAP integrations
- Import sets and transform maps
- LDAP and SSO integration
10. Certification Preparation
- Mock tests and quizzes
- Real-world use cases
- Resume preparation for ServiceNow roles
Hands-On Projects Included
Project 1: Incident Management System for an IT Help Desk
Build an end-to-end ServiceNow-based incident management system for a mid-sized company with automation rules, escalations, and reporting.
Project 2: Custom Service Catalog for Internal Requests
Design a request management solution with catalog items, workflows, and SLA tracking for an organization’s internal IT support.
Training Options Available
Live Online Training
- Interactive instructor-led sessions
- Real-time Q&A
- Recorded sessions for revision
Self-Paced Learning
- Pre-recorded video lessons
- Assignments and quizzes
- LMS access anytime, anywhere
Corporate Training
- Customized curriculum based on your internal process
- Group discounts and flexible schedules
- Post-training support and implementation guidance
Certification Support
After completing the course, you’ll be prepared for:
- ServiceNow Certified System Administrator (CSA)
- ServiceNow ITSM Fundamentals Certification
Our team offers dedicated support for certification prep with test simulations, curated guides, and documentation walkthroughs.
Why Online IT Guru?
- 12+ years in IT training
- Experienced trainers with real-time project exposure
- 200+ hiring partner companies
- Flexible schedules for working professionals
- Practical, scenario-based training
- Post-training job assistance & resume forwarding
Whether you're starting a career in technical support or looking to grow in your current role, ServiceNow training for technical support by Online IT Guru is the strategic move you need. With practical hands-on experience, personalized mentoring, and industry-aligned content, you’re equipped to resolve support tickets efficiently and become ServiceNow certified.
Frequently Asked Questions (FAQs)
1. What is the duration of ServiceNow training for technical support?
The course includes 35 hours of interactive learning, typically spread over 4–6 weeks depending on your chosen schedule.
2. Will I get hands-on experience with real-time scenarios?
Yes, the training is project-based, and you’ll work on two real-world projects with guidance from experienced instructors.
3. Do I need prior experience in ServiceNow?
No. A basic understanding of IT and support operations is enough. This course starts with the fundamentals.
4. Is this course suitable for help desk engineers?
Absolutely. The course is designed for support roles including help desk engineers, support specialists, and NOC technicians.
5. What certification can I pursue after the training?
You will be ready to take the ServiceNow CSA (Certified System Administrator) exam.
6. Does this course include ServiceNow ITSM module training?
Yes, it includes deep dives into core ITSM processes—incident, problem, change, and request management.
7. Can I attend the training while working a full-time job?
Yes, with our flexible weekend and self-paced options, you can easily manage the training alongside your job.
8. Will Online IT Guru help me with job placement?
Yes. We offer 100% placement assistance by sharing your resume with hiring partners and conducting mock interviews.
9. Are course materials and recordings provided?
Yes. You’ll have lifetime access to the LMS containing recordings, presentations, documents, and assignments.
10. Can I pay the fee in installments?
Yes. We offer easy installment options for all our training programs.