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Course Overview
Learn core ServiceNow ITSM process lifecycles and the value of ServiceNow ITSM applications for managing IT Services.
IT Service Management (ITSM) is a concept that involves delivery of IT services to customers and users. Most IT services are centered around technology and the support and maintenance activities that must occur to operate and maintain the technology.
In this course users will learn core ServiceNow ITSM process lifecycles and the value of ServiceNow ITSM applications for managing IT Services.
This course also provides general information on ITSM supporting applications, such as Configuration Management and Knowledge Management, as well as ITSM Professional applications.
Who Should Attend
This IT Service Management (ITSM) Fundamentals course is designed for customers, partners, and ServiceNow employees who will be administering ServiceNow and/or working on a ServiceNow implementation of ITSM applications and need to understand the lifecycle and inter-dependencies of ServiceNow ITSM applications from a persona perspective.
Course Objectives
- Service Catalog and Request Fulfillment
- Incident Management
- Problem Management
- Change Management
Course Outline
Module 1: Introduction to Core ITSM Applications
- Define applications, roles, and personas used to support IT service management (ITSM) processes on the ServiceNow platform
- Identify how the ServiceNow ITSM applications support IT services and end-user customer experiences
Module 2: Operate IT Services
- Explain the Service Catalog and its relationship to Request Management
- Use the ServiceNow platform to submit, approve, fulfill, and close a request
- Identify the data structure and roles that support the Request Management process
Module 3: Maintain IT Services
- Explain Incident Management and Problem Management and their relationship to other key ITIL processes
- Use the ServiceNow platform to create, manage, and resolve incidents and problems
- Identify the application roles, personas, and architecture that support Incident and Problem Management
Module 4: Improve IT Services
- Use the ServiceNow platform to create, manage, and close a change request
- Identify application roles, personas, and process lifecycles that support Change Management
Module 5: Mature IT Service Management
- Identify other platform features that increase the productivity and efficiency of the ITSM solution
- Recognize ITSM Professional applications and their value in maturing and ITSM solution