Freshservice – IT Service Management Course in chennai

825 Ratings

Master IT service management (ITSM), service desk operations, incident management, asset management, workflow automation, and enterprise IT support with Edubrights’ FRESHSERVICE – IT Service Management training in Chennai. This course is designed for students, freshers, IT support professionals, service desk analysts, system administrators, IT administrators, business analysts, IT managers, and working professionals who want to implement and manage modern ITSM processes using Freshservice.

Gain hands-on experience with service desk configuration, incident management, problem management, change management, CMDB, asset management, workflow automation, reporting, and real-world enterprise ITSM projects through practical industry use cases.

Key Highlights:

✅ Real-Time IT Service Management Projects & Enterprise IT Support Use Cases

✅ Live Instructor-Led Training by Experienced Freshservice Experts

✅ Hands-On Practice with Freshservice Platform

✅ IT Service Management (ITSM) Fundamentals & Freshservice Architecture

✅ Service Catalog, Incident Management & Service Request Fulfillment

✅ Problem Management, Change Management & Release Management

✅ CMDB (Configuration Management Database), Asset Management & Discovery

✅ Workflow Automation, SLA Management & Approval Processes

✅ User Administration, Roles, Permissions & Service Desk Configuration

✅ Dashboards, Reports, Analytics & Performance Monitoring

✅ Security, IT Governance, Compliance & ITSM Best Practices

✅ Integration with Microsoft 365, Microsoft Entra ID, Jira, Slack, Microsoft Teams, AWS, Azure, Active Directory, REST APIs & Freshworks Ecosystem

✅ Resume Building, Portfolio Development & Mock Interview Preparation

✅ Career Guidance, Placement Assistance & Freshservice Certification Support

✅ Flexible Online, Classroom & Weekend Training Options

✅ Corporate Training for IT Support Teams, Managed Service Providers (MSPs), Enterprise IT Departments & Digital Transformation Teams

Build practical Freshservice expertise, streamline IT service delivery, automate service desk operations, improve incident resolution, and become industry-ready for careers in IT Service Management (ITSM), Service Desk Administration, IT Support, System Administration, IT Operations, and Enterprise IT Management.

Call Course Advisor

₹30000

₹42000

Enroll Now View Syllabus

Case Studies and Projects

Hours of Training

20+

Placement Assurance

100%

Expert Support

Yes

Support & Access

Lifetime

Certification

Yes

Skill Level

All

Language

All

Course Objectives

1. What will you learn in the Freshservice – IT Service Management course?

You will learn how to implement and manage IT Service Management (ITSM) using Freshservice. The course covers incident management, service requests, problem management, change management, asset management, CMDB, automation, reporting, and ITIL-based best practices.

2. How does this course prepare you for real-world IT support and service management projects?

The course provides hands-on experience in managing service desks, resolving incidents, handling change requests, maintaining IT assets, automating workflows, configuring service catalogs, and supporting enterprise IT operations.

3. What practical skills will you develop during the training?

You will gain expertise in Freshservice administration, incident management, service request management, asset management, CMDB configuration, workflow automation, SLA management, reporting, and ITSM best practices.

4. How will real-time projects improve your Freshservice ITSM skills?

You will work on practical projects involving service desk implementation, IT asset management, incident resolution, service request automation, change management, and enterprise IT support operations.

5. What career opportunities can you pursue after learning Freshservice – IT Service Management?

This course prepares you for roles such as Freshservice Administrator, IT Service Management Consultant, ITSM Analyst, Service Desk Administrator, IT Support Engineer, IT Operations Analyst, Service Delivery Analyst, and ITIL Consultant.

Popular Techniques Covered in This Course

Incident and Service Request Management

Freshservice Platform Setup and Administration

Problem and Change Management

IT Asset Management (ITAM)

Configuration Management Database (CMDB)

Service Catalog Design and Management

SLA Configuration and Service Level Monitoring

Workflow Automation and Orchestration

Reporting, Dashboards, and Analytics

ITIL Best Practices and Service Operations

Get Hands-on Knowledge about Real-Time Projects

Project 1

Project 1: Enterprise Service Desk Implementation

Configure a complete IT service desk by creating service categories, ticket workflows, user roles, SLAs, and escalation policies.

Project 2

Project 2: IT Asset and CMDB Management

Implement an asset management solution with hardware inventory, software tracking, CMDB relationships, lifecycle management, and compliance reporting.

Project 3

Project 3: Incident and Change Management System

Develop an ITSM workflow for incident logging, root cause analysis, approval processes, change requests, and post-implementation reviews.

Project 4

Project 4: Service Request Automation

Build automated workflows for employee onboarding, software installation requests, access management, approvals, and notifications.

Project 5

Project 5: IT Operations Dashboard

Create dashboards to monitor ticket volumes, SLA compliance, technician performance, asset utilization, and service desk KPIs.

Key Features

Edubrights offers FRESHSERVICE – IT SERVICE MANAGEMENT Training in virtual mode with expert trainers. Here are the key features,

40 Hours Course Duration

100% Job Oriented Training

Industry Expert Faculties

Free Demo Class Available

Completed 500+ Batches

Certification Guidance

Curriculum

Module 1: Introduction to ITSM and Freshservice

IT Service Management fundamentals: ITIL concepts and service lifecycle
Freshservice overview: cloud-native ITSM platform and key capabilities
Freshservice architecture: agents, requesters, and service desk structure
Navigating the Freshservice admin portal and agent dashboard

Module 2: Incident and Problem Management

Incident Management: logging, categorising, prioritising, and resolving incidents
SLA policies: defining response and resolution time targets by priority
Escalation rules: automatic escalation when SLAs are breached
Problem Management: root cause analysis and linking problems to incidents

Module 3: Change and Release Management

Change Management workflow: request, review, approve, and implement
Change Advisory Board (CAB) configuration and approval groups
Release Management: coordinating deployments with change records
Change calendar: visualising scheduled changes and potential conflicts

Module 4: Service Catalogue and Request Management

Building a service catalogue: service items, forms, and workflows
Service request approval workflows: multi-level approvals and conditions
Self-service portal: customising the requester portal for end users
Catalogue analytics: tracking popular services and request volumes

Module 5: Asset and Configuration Management

Freshservice Asset Management: hardware, software, and contract assets
Asset discovery: network scanning and agent-based discovery
CMDB: configuration items, relationships, and dependency mapping
Software licence management: tracking usage and compliance

Module 6: Automation and Workflow

Workflow Automator: building no-code automation for tickets and assets
Scenario automations: one-click bulk actions for agents
Email notifications and custom alert templates
Freshservice API: REST API for integration with external systems

Module 7: Reporting and Analytics

Built-in reports: ticket volume, SLA compliance, and agent performance
Custom reports: building reports with filters and groupings
Freshservice dashboards: real-time service desk visibility
Exporting data and scheduling automated report delivery

Module 8: Capstone Project and Assessment

Freshservice instance setup: categories, SLAs, and agent groups
Service catalogue build with approval workflows
Automation rules and custom dashboard configuration
Final assessment and course certification

Receive Training From Our Skilled and Effective Trainers

Experience in the Industry Learn from ITSM consultants and Freshservice administrators who have implemented and optimised Freshservice for IT service desks across technology companies, BPOs, and enterprise IT operations teams.

Backgrounds at the Top Our Freshservice trainers have managed IT service desk transformations at organisations migrating from legacy ITSM tools, bringing practical configuration and process improvement experience.

Clear & Effective Teaching Freshservice incident, problem, change, and asset management, service catalogue, workflow automation, CMDB, and reporting are explained clearly with real IT service desk configuration examples.

Hands-On Learning Focus Students configure a Freshservice instance, build service catalogues, set up SLA policies, create workflow automations, and build custom dashboards through structured hands-on lab exercises.

Up-to-Date Knowledge Trainers keep content current with the latest Freshservice releases, Freddy AI capabilities for ITSM automation, and evolving ITIL 4 aligned service management best practices.

Professional Freshservice IT Service Management Certification

The Professional Freshservice IT Service Management Certification validates your expertise in implementing and managing IT Service Management processes using Freshservice.

Course FAQs

1. What is Freshservice?

Freshservice is a cloud-based IT Service Management (ITSM) platform that helps organizations manage IT support, service requests, assets, incidents, and IT operations.

2. What is IT Service Management (ITSM)?

ITSM is the practice of designing, delivering, managing, and improving IT services to meet business and user needs efficiently.

3. What is Incident Management?

Incident Management is the process of restoring normal IT services quickly after an unexpected disruption or service interruption.

4. What is Change Management?

Change Management controls and manages changes to IT systems while minimizing business risks and service disruptions

5. What is CMDB?

A Configuration Management Database (CMDB) stores information about IT assets and their relationships to support efficient IT operations.

6. Which industries use Freshservice?

IT services, healthcare, banking, education, manufacturing, retail, telecommunications, government, consulting firms, and enterprise organizations use Freshservice.

7. Is Freshservice suitable for enterprise IT operations?

Yes. Freshservice is widely used by organizations to manage service desks, IT assets, workflow automation, and enterprise IT support.

8. Does the course include practical ITSM projects?

Yes. The course includes hands-on projects involving service desk implementation, incident management, asset management, CMDB, and workflow automation.

9. Is Freshservice easy to learn?

Yes. Freshservice provides an intuitive interface and follows ITIL best practices, making it accessible for beginners and experienced IT professionals.

10. Why should professionals learn Freshservice?

Freshservice skills are highly valued because organizations increasingly adopt cloud-based ITSM platforms to improve IT service delivery and operational efficiency.