Course Overview
Learn practical skills that may be applied immediately to accelerate ITSM implementations.
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.
Information on Configuration Management (including Common Service Data Model), Knowledge Management, and Release Management, and how they are used to support the ITSM applications listed above, is also provided. Class participants will also receive an introduction to the ITSM Professional suite, including Performance Analytics, Continual Improvement, Vendor Manager Workspace, and Machine Learning.
Course Objectives
- Incident Management
- Problem Management
- Change Management
- Service Catalog and Request Management
- Service Portfolio Management
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, Knowledge Management, Configuration Management, and Service Catalog / Request Management.
- Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
- Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
- Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
- Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
- Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
- Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.
Agenda
Module 1: Overview and Context
- 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
Module 2: Foundation Data, CMDB / CSDM and Knowledge Management
- Identify foundation data leveraged by ITSM applications
- Explore uses of Configuration Management data within ITSM applications
- Review the key Knowledge Management components and structure
Module 3: Incident Management
- 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
Module 4: Problem Management
- Identify baseline application functionality and application architecture
- Identify key configurations and customer decisions required for Implementation
- Implement common configurations
Module 5: Change Management, Release Management, and DevOps
- 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
Module 6: Service Catalog and Request Management
- 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
Module 7: Service Portfolio Management
- 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 the Service Owner Workspace available with the ITSM Professional suite.
Module 8: ITSM Professional
- Discuss an overview of each of the ITSM Professional applications and their key features
- Understand how the ITSM Professional applications integrate with and complement one another
- Define the plugin and activation requirements for each of the ITSM Professional applications
- Discover where to find additional information on each of the ITSM Professional applications
Module 9: Maintenance and Evolution
- 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