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 focuses on the baseline capabilities and the touch points between these ITSM applications and processes:
This course also provides general information on ITSM supporting applications, such as Configuration Management and Knowledge Management, as well as ITSM Professional applications.
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.
At the end of this course, students will have the resources, knowledge, and experience necessary to:
Demonstrations
Multiple demonstrations are provided throughout the course to aid students in visualizing the lecture concepts.
Structured Discussions
Though classroom discussion will occur throughout the course, several specific discussion points have been identified within the course to aid students in increasing comprehension of the material as well as to aid in applying the concepts learned to their individual roles and organizations.
Hands-On
Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience. Exercises are performed in a personal dedicated training instance.
Group Activities
Several instructor-led group activities such as knowledge checks, concept reviews, and open discussions are embedded throughout the course flow. Participants are able to validate their newly acquired knowledge as well as benefit from real-life business scenarios shared by fellow students.
Differentiators
Unlike ServiceNow Fundamentals, which has a broader focus on the platform, the ServiceNow ITSM Fundamentals course is focused on providing attendees with the skills necessary to manage service requests, changes, incidents, and problems within the ServiceNow platform.
Unlike videos on YouTube, which offer no student interaction or hands-on exercises and may reflect older versions of the platform, the ServiceNow ITSM Fundamentals course is up-to-date, in-depth, and aligned with common and practical configuration and usage scenarios and challenges.
Course Flow
During this two-day interactive training course, students access the ServiceNow platform and the ITSM applications in their own student instance, which is a “safe sandbox” loaded with demo and test data.
The course weaves a scenario throughout to present real-world application of ITSM practices. The class features lecture, demonstrations, structured and open discussions, as well as extensive hands-on practice and reinforcement delivered in a variety of labs.
Module 1: Introduction to Core ITSM Applications
Objectives:
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
Agenda:
IT Service Management Overview
IT Service Management Process Architecture
IT Service Management Applications Overview
Lab 1.1 Verify the ITSM environment
Module 2: Operate IT Services
Objectives:
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
Agenda:
Overview
Service Catalog
Activity: Find the ITSM Elements
Request Management
Submittal
Approval
Lab 2.1 Verify Service Catalog request and approval capabilities
Fulfillment
Closure
Lab 2.2 Verify Request Fulfillment tracking capabilities
Module 3: Maintain IT Services
Objectives:
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
Agenda:
Overview
Incident Management
Creation and classification
Lab 3.1 Verify incident record creation capabilities
Investigation and diagnosis
Resolution and closure
Lab 3.2 Verify incident tracking and resolution capabilities
Problem Management
Detection and logging
Investigation and diagnosis
Resolution and closure
Lab 3.3 Verify problem tracking capabilities
Module 4: Improve IT Services
Objectives:
Use the ServiceNow platform to create, manage, and close a change request
Identify application roles, personas, and process lifecycles that support Change Management
Agenda:
Overview
Change Management
Record and review
Assess and evaluate
Authorize
Lab 4.1 Verify change creation and authorization capabilities
Plan and implement
Review and close
Lab 4.2 Verify change request tracking and closure capabilities
Module 5: Mature IT Service Management
Objectives:
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
