Udemy – ServiceNow CIS-IT Service Management (CIS-ITSM) Course 2025

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 Check
• Project: 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 Workflow
• Project: 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 Tracking
• Project: Manage fulfillment like a pro. Track catalog item relationships, concurrent tasks, and request stages to ensure timely delivery and transparency.
• Lab #4: Incident Creation & Escalation
• Scenario: 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 Collaboration
• Scenario: 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 & Diagnosis
• Scenario: 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 Fix
• Scenario: 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 & Scheduling
• Scenario: 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 Validation
• Scenario: As the change owner, David updates and closes change tasks. You’ll ensure all updates reflect in the change request and validate successful closure.