Transitioning into ITSM & ServiceNow

With the New Year, you may have a goal of transitioning into technology. If this applies to you, the steps below may be useful. With a background in IT Service Management (ServiceNow), the examples used will reflect the ServiceNow ecosystem, but they can also be applied to other technologies.

You’ve been scrolling through the internet, and the idea of transitioning into tech has sparked your interest. Now you’re trying to figure out where to start. This stage is often overwhelming.

• Your first step should be to assess your transferable skills. Start with what you already bring to the ecosystem. You may be surprised by all the transferable skills you already possess.
• If ITSM is your area of interest, start with the fundamentals, where you will learn about “service” and “how the different processes work.” It’s important to understand why these processes exist and the value they provide.
• Now that you understand the framework of ITSM, you can dive into your practice environment (PDI). Focus on learning how to navigate the platform and understanding the foundation of building an application (tables, forms, and workflows). Practice how ITSM processes are implemented within the system.

A great place to start, in my opinion, is by understanding Incident and Request modules, Knowledge Base, Service Catalog, and basic workflow automation.

• Let me break it to you: not everyone needs to start as a developer. Make sure that the entry-level role you choose aligns with your strengths. In my case, with CSA and CIS-ITSM certifications, I gravitate toward roles such as ServiceNow Administrator, ITSM Analyst, IT Support Analyst, ServiceNow Consultant, and even Service Desk Analyst.
• While your certifications get you noticed, demonstrating your skills builds the confidence needed to land your first job. Two ways to showcase what you’re learning are by building sample ServiceNow use cases or sharing lessons learned through LinkedIn posts or a blog.
• One more thing that will get you noticed is when your story aligns across all aspects, from your résumé to your LinkedIn presence and into your interviews. Create a clear narrative that highlights your knowledge and confidence.

🧠 Be strategic and intentional♟️

Steffi Saint-Pierre