IT Service Management ITSM Fundamentals

Description

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:

• Service Catalog and Request Fulfillment
• Incident Management
• Problem Management
• Change Management

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.

At the end of this course, students will have the resources, knowledge, and experience necessary to:

• Create and work records through each of the covered ITSM application lifecycles
• Demonstrate each application lifecycle from a persona viewpoint
• Articulate the value and baseline features of each of the ITSM applications
• Begin considering key decisions to be made during the implementation of ServiceNow ITSM applications
• Start thinking about the long-term goal of maturing an ITSM practice in ServiceNow

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.