Course
digicode: SNITSF
ServiceNow: IT Service Management (ITSM) Fundamentals
Course facts
- Defining applications, roles, and personas used to support IT Service Management (ITSM) processes on the ServiceNow platform
- Explaining the ServiceNow Common Services Data Model (CSDM) and how it supports ServiceNow ITSM applications
- Explaining the Service Catalog, its relationship to Request Management, and the data structure and roles that support the Request Management process
- Making use of the ServiceNow platform to submit, approve, fulfill, and close a request
- Explaining Incident Management and Problem Management and their relationship to other key ITIL® processes
- Making use of the ServiceNow platform to create, manage, and resolve incidents and problems
- Identifying the application roles, personas, and architecture that support Incident and Problem Management
- Making use of the ServiceNow platform to create, manage, and close a change request
- Explaining the application roles, personas, and process lifecycles that support Change Management
- Identifying other platform features and applications that increase the productivity and efficiency of the ITSM solution
1 Introduction to Core ITSM Applications
This module introduces the foundational applications, roles, and the Common Service Data Model (CSDM) used for IT service management (ITSM) on the ServiceNow platform.
2 Operate IT Services
The second module explains the Service Catalog and Request Management process, detailing how to use the ServiceNow platform to manage a service request from submission through closure.
3 Maintain IT Services
Covering essential ITIL® processes, this section describes Incident and Problem Management, including how to leverage the ServiceNow platform to create, track, and resolve both incidents and underlying problems.
4 Improve IT Services
Attendees will learn the full lifecycle of Change Management – from creation and authorization to implementation and closure – and identify features that enhance the efficiency of ITSM solutions.
5 ITSM Fundamentals Recap
In this two-day interactive training, you will work directly on the ServiceNow platform and configure ITSM applications in your own practice instance. Within this «secure sandbox», you will experiment with realistic demo data.
Using a continuous real-world scenario, you will experience the practical application of ITSM best practices. The course combines expert insights and interactive discussions with intensive hands-on labs, allowing you to immediately put your new knowledge into practice.
Mandatory prerequisites:
- Take a look at the «Welcome to ServiceNow» course, which you can attend on demand.
- course: ServiceNow Administration Fundamentals
Recommended prerequisites: