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ServiceNow Basics: Your First ITSM Dashboard

Get up and running with ServiceNow from zero — navigate the interface, create and manage incidents, set up SLA rules, build your first knowledge base articles, and configure a live dashboard. Based on real daily operations handling 1,300+ interactions and 65+ catalog tasks per month.

4.8350+ enrolled2h5 modules · 32 lessons

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2h total

5 modules, 32 lessons

Available in English

Certificate on completion

What You Will Learn

Navigate the ServiceNow interface, lists, forms, and workspaces

Create and manage incidents with priority matrix and escalation rules

Read SLA IRT/MPT timers and act before breach using the dashboard

Build knowledge base articles from resolved tickets

Configure a live KPI dashboard with your key metrics

Skills Covered

ServiceNowITSMSLA ManagementKB ArticlesIncident ManagementITIL v3

Course Curriculum

5 modules · 32 lessons · 2h total

What is ServiceNow and how it fits in enterprise ITSM

The ServiceNow interface: Navigator, application menu, and workspaces

Lists and forms: reading, filtering, sorting, and saving views

Default lists vs. custom lists — creating your own filtered queue

The CSM/FSM Configurable Workspace: overview for IT support agents

Agent availability status: SAP IT, Chat, Calls, Walk-up — setting your channel

Your Instructor

Syed Waqas Tayyab

Senior IT System Engineer · SAP Saudi Arabia · 15+ Years

Azure Security Certified IT engineer with 15+ years at SAP managing enterprise infrastructure across MENA. All course content is drawn from real daily operations — no theory, no filler.