IT Ticketing & ITSMIntermediate

ServiceNow ITSM: Enterprise Configuration

Build a production-ready ServiceNow environment from scratch — SLA frameworks (P1–P4), auto-assignment rules, business rules, KB architecture, workflow automation, and REST API integration. Based on 1,500+ tickets/year real operations experience with CSM/FSM Workspace and ITSM AI Copilot.

4.8120+ enrolled10h5 modules · 34 lessons

ServiceNow ITSM: Enterprise Configuration

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10h total

5 modules, 34 lessons

Available in English

Certificate on completion

What You Will Learn

Design a P1–P4 SLA framework with IRT/MPT targets and breach notifications

Build auto-assignment rules routing by category, subcategory, and location

Write business rules and client scripts for automated field updates

Create an 80+ article KB strategy with quality standards and FCR tracking

Integrate ServiceNow with Python and PowerBI for automated reporting

Skills Covered

ServiceNowSLA DesignBusiness RulesKB StrategyPowerBIAuto-AssignmentWorkflow Automation

Course Curriculum

5 modules · 34 lessons · 10h total

ServiceNow ITSM architecture: CMDB, Incidents, Problems, Changes, Requests

ITIL v3 alignment: Incident → Problem → Change lifecycle in ServiceNow

Designing your service catalogue: categories, subcategories, offering hierarchy

Assignment group design: naming conventions, membership, escalation paths

SLA contract structure: IRT/MPT — reading and applying contract SLAs

CSM/FSM Configurable Workspace setup: custom lists, KPI tiles, landing page

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.