[WaltSnowrancruzick]

ITSM and ITIL is pretty easy stuff. Just some common concepts around how an IT department would function basically. Plenty of resources on the net, and not hard to pick up at all. With that being said, in the real world, most places do it slightly wrong or only do part of it, so experience is important here.

As for Service portal, think of ServiceNow as this one big database, then you have Service portal which is a presentation layer (using angular) for users to request, view and... do stuff, all by using the data omegle.2yu.co in this database.