Duration
2 days
Course Overview
IT Service Management (ITSM) is a concept that involves delivering 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
Objectives
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 use and implementation of ServiceNow ITSM applications
- Start thinking about the long-term goal of maturing an ITSM practice in ServiceNow
Who Should Attend
This IT Service Management (ITSM) Fundamentals course is designed for customers, partners, and ServiceNow employees who will be administering ServiceNow and 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.
Prerequisite
ServiceNow Fundamentals course that introduces the ServiceNow platform and interface.
Course Format
ServiceNow ITSM Fundamentals is a 2-day course taught as Instructor-led training (ILT) and Virtual Instructor-led training (VILT) in multiple time zones worldwide.
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 can validate their newly acquired knowledge and 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 provides 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 student instance, a “safe sandbox” loaded with demo and test data.
The course weaves a scenario to present a real-world application of ITSM practices. The class features lectures, demonstrations, structured and open discussions, and extensive hands-on training in various labs.
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
- Describe the ServiceNow Common Service Data Model (CSDM) and how it supports ServiceNow ITSM applications.
Agenda:
- IT Service Management Overview
- IT Service Management Applications
- Lab 1.1 Verify the ITSM environment
- IT Service Management Process Architecture
- IT Service Management Architecture
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 o Submittal
- Approval
- Lab 2.1 Verify Service Catalog request and approval capabilities
- Fulfillment
- Closure
- Lab 2.2 Verify Request Fulfillment tracking capabilities
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 o Detection and logging
- Lab 3.3 Verify problem record creation capabilities
- Investigation and diagnosis
- Resolution and closure
- Lab 3.4 Verify problem tracking and resolution capabilities
Objectives:
- Use the ServiceNow platform to create, manage, and close a change request
- Identify application roles, personas, and process lifecycles that support Change Management
- Identify other platform features and applications that increase the productivity and efficiency of the ITSM solutions
Agenda:
Overview
- Change Management o 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
- Mature ITSM
Programme scope, delivery arrangements and suitability are confirmed during enquiry.