Guidance on roadmap to learn ServiceNow - ITSM

VikneswaranR — Fri, 03 Apr 2026 07:05:14 GMT

Hi ServiceNow Community,

Hope your doing good!

I am all set to lead a team of Service desk analyst , will be handling incident management, rostering, reporting - Performance analysis, Quality feedback , managing workforce (as per my HR ).

I just completed the basics of ServiceNow, looking for guidance as to which is next best course of action

( Road map) to purse so as to achieve the above mentioned skills ( Certification or upskilling)

Thank you in advance!

Best regards,

Vikneswaran R

Re: Guidance on roadmap to learn ServiceNow - ITSM

Tanushree Maiti — Sat, 04 Apr 2026 14:52:58 GMT

Hi @VikneswaranR ,

As a part of Service Desk team , Only ServiceNow platform knowledge and Ticket management knowledge is enough , I guess.

If you want to learn and grow more in Servicenow

Build Technical Foundations: Focus on mastering ITSM (IT Service Management) processes, including incident, problem, and change management. Complete course : IT Service Management (ITSM) Fundamentals
Obtain Certification: The Certified System Administrator (CSA) is the most sought-after prerequisite for other ServiceNow certifications. Complete course : ServiceNow Administration Fundamentals prior to do certification.
Utilize Community Resources:
- Personal Developer Instance (PDI): Join the ServiceNow developer program to get a free, fully functional environment to practice troubleshooting and development.
- ServiceNow University: Access structured lessons and certification preparation courses on the NOW learning portal/ServiceNow University.
- Networking: Engage with the official ServiceNow community forums and LinkedIn groups to connect with industry professionals
- Follow Career journey Path for further grow (role wise) in your ServiceNow project

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Guidance on roadmap to learn ServiceNow - ITSM

Re: Guidance on roadmap to learn ServiceNow - ITSM