ServiceNow CIS-IT Service Management (CIS-ITSM) Course 2026

About this course

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

Course objectives

• provide hands-on experience with real-world ITSM scenarios
• prepare participants for the CIS-ITSM certification
• develop skills to ensure ServiceNow platform readiness