Freshservice ITSM Certification

Overview

Validates practical Freshservice ITSM administration skills—setting up a service desk, configuring workflows and automation, managing assets, and reporting. Useful for IT teams adopting Freshservice as a modern ITSM tool.

What it covers

• Freshservice setup: agents, groups, roles, and permissions
• Tickets, SLAs, automations, and workflow configuration
• Service catalog and request fulfillment basics
• Asset management/CMDB basics (plan dependent)
• Reporting and dashboards
• Integrations and email/channel configuration
• ITIL-aligned process basics

Quick snapshot

Steps to get certified

1. Create a Freshworks University account and review certification options
2. Get hands-on access to Freshservice (trial or workplace instance)
3. Configure a sample helpdesk (SLAs, automation, catalog items)
4. Review docs and training modules for ITSM topics
5. Complete certification requirements/exam for the Freshservice credential
6. Keep up with Freshservice feature updates

Free study resources

• Freshworks University certifications page
• Freshworks University courses (ITSM/Freshservice modules)
• Freshservice documentation and help center
• YouTube: Freshservice admin tutorials
• Credly badge pages (where applicable)

Communities & discussion

• Freshworks Community
• LinkedIn: Freshservice/Freshworks groups
• Reddit/ITSM communities (general)
• ITSM.tools community

Example jobs with this cert

• Freshservice Administrator
• ITSM Analyst
• Service Desk Analyst (tool owner)
• IT Operations Analyst
• IT Support Specialist