Duration

3 days

Course Overview

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. The ServiceNow ITSM Implementation course puts those basic capabilities to use. It provides practical skills that may be applied immediately to accelerate ITSM implementations.

This course aligns with common and practical implementation scenarios and challenges when configuring a ServiceNow instance for implementation, using a low-code or no-code approach.

This course focuses on the baseline capabilities, security, and architecture of these ITSM applications and processes:

Incident Management
Problem Management
Change Management
Service Catalog and Request Management
Service Portfolio Management

Information on Configuration Management (including Common Service Data Model) and Release Management, and how they are used to support the ITSM applications listed above, is also provided.

ITSM Implementation is a 3-day course taught both as Instructor-led-training (ILT) and Virtual Instructor-led training (VILT) in time zones throughout the world.

Who Should Attend

The ServiceNow IT Service Management (ITSM) Implementation course is for Customers, Partners, and Employees in technical roles such as Technical Consultant, Architect, and System Administrator who implement ITSM applications such as Incident Management, Problem Management, Change Management, Configuration Management, Service Portfolio Management, and Service Catalog / Request Management.

Prerequisite

Welcome to ServiceNow
ServiceNow Administration Fundamentals
ServiceNow Administration Advanced
ServiceNow Get Started with Now Create
ServiceNow Platform Implementation
CMDB Fundamentals
ServiceNow IT Service Management (ITSM) Fundamentals

Recommended experience:

Familiarity with navigating through ServiceNow
ServiceNow user interface (UI), iconography, and user settings
Integrations
List management
Platform security model that explains how ServiceNow roles determine what a user can access, create, update, and delete.
ServiceNow platform implementation
ServiceNow system administration

Course Format

ServiceNow ITSM Implementation is a 3-day course taught both as Instructor-led training (ILT) and Virtual Instructor-led training (VILT) in multiple time zones throughout the world.

Demonstrations

Multiple demonstrations are provided throughout the course to aid students in visualizing the lecture concepts. These demonstrations may be presented live by the instructor or via pre-recorded video demonstrations.

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 ITSM Fundamentals, which focuses on the “what” ITSM applications are and their purpose, the ServiceNow ITSM Implementation course is focused on the “how” and “why”, by providing attendees with the skills and information necessary to configure ITSM applications to fit the needs of an organization.

Unlike videos on YouTube, which offer no student interaction or hands-on exercises and may reflect older versions of the platform, the ServiceNow ITSM Implementation course is up-to-date, in-depth, and aligned with common and practical configuration and usage scenarios and challenges.

Course Flow

During this three-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.

Objectives:

Review basic concepts needed to be successful in this course.
Outline resources to supplement efforts to learn how to implement ITSM in ServiceNow.
Introduce the course framework and approach.
Identify foundation data leveraged by ITSM applications.

Labs and activities:

Review and discuss workshop outputs and initial backlog of requirements
Add Save button to forms

Objectives:

Identify baseline application functionality, security, and architecture.
Discuss uses of Configuration Management data within ITSM applications.
Understand the CSDM 4.0 structure and purpose.

Labs and activities:

2.1 – Create a CMDB class with attributes (Optional)
2.2 – Configure and import CIs (Optional)

Objectives:

Discuss an overview of Service Portfolio Management features available in the ITSM Standard package.
Review the SPM user and organizational roles.
Understand the components of a Service Portfolio in the Now Platform.
Review Digital Portfolio Management (DPM), including the DPM Workspace.

Labs and activities:

3.1 - Create a service portfolio taxonomy

Objectives:

Identify baseline application functionality, security, and architecture.
Design solutions to meet requirements that maximize system quality attributes.
Implement configurations common to 80% of customer deployments.

Labs and activities:

4.1 – Create a service catalog
4.2 – Create a catalog item
4.3 – Create an order guide
4.4 – Create a dynamic flow
4.5 – Fulfillment in Catalog Builder
4.6 – Catalog items and service offerings
4.7 – Configure an Employee Center taxonomy
4.8 – Service catalog access

Objectives:

Identify baseline application functionality, security, and architecture.
Design solutions to meet requirements that maximize system quality attributes.
Implement configurations common to 80% of customer deployments.

Labs and activities:

Lab 5.1 – Configure incident entry points
Lab 5.2 – Configure SLAs
Lab 5.3 – Configure notifications
Lab 5.4 – Configure incident surveys

Objectives:

Identify baseline application functionality and application architecture.
Identify key configurations and customer decisions required for Implementation.
Implement common configurations.

Labs and activities:

Lab 6.1 – Configure problem task types
Lab 6.2 – Known errors and communicating fix
Lab 6.3 – Create problem tasks using Flow Designer

Objectives:

Identify baseline application functionality, security, and architecture for Change Management.
Design Change Management solutions to meet requirements that maximize system quality attributes.
Understand the key components of Release Management.

Labs and activities:

Lab 7.1 – Create a change model
Lab 7.2 – Configure risk assessment
Lab 7.3A – Configure change approvals
Lab 7.3B – Change flows
Lab 7.4 – Setup recurring CAB meetings
Lab 7.5 – Configure standard (preapproved) changes

Objectives:

Use metric definitions, database views, and dashboards for reporting and process assessments needs.
Identify resources to establish proper governance and development practices.
Evaluate value of requirements versus maintenance burden and risk.
Use Platform capabilities to establish good data hygiene.
Use Benchmarks to measure performance and progress.

Labs and activities:

8.1 – CMDB Health Dashboard

Programme scope, delivery arrangements and suitability are confirmed during enquiry.