IT Service Management (ITSM) Fundamentals

Attend IT Service Management Fundamentals to explore the lifecycle of ServiceNow ITSM applications, from a personal viewpoint - the perspective of the stakeholders and people who use the applications every day to do their jobs.

The notion of IT service management (ITSM) entails providing IT services to users and consumers. The majority of IT services are focused on technology and the operations and upkeep procedures required to operate and maintain the technology. Users will learn about the ServiceNow ITSM process lifecycles in this course, as well as how useful the ServiceNow ITSM tools are for managing IT Services.

This course focuses on the baseline capabilities & the touch points between these ITSM applications & processes:

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

Along with ITSM Professional applications, this course also covers ITSM supporting apps including Configuration Management and Knowledge Management.

Prerequisites:

• Welcome to ServiceNow
• ServiceNow Administration Fundamentals Instructor-Led, or On Demand
• ServiceNow Platform Implementation

Audience Profile:

Customers, partners, and employees of ServiceNow who will be managing ServiceNow and/or working on a ServiceNow implementation of ITSM applications and who need to comprehend the lifecycle and interdependencies of ServiceNow ITSM applications from a persona perspective should enrol in this IT Service Management (ITSM) Fundamentals course.

Learning Objective:

• Creating & working records through each of the covered ITSM application lifecycles
• Demonstrating each application lifecycle from a persona viewpoint
• Articulating the value and baseline features of each of the ITSM applications
• Beginning considering key decisions to be made during the implementation of ServiceNow ITSM applications
• Starting thinking about the long-term goal of maturing an ITSM practice in ServiceNow

Content Outline:

• Module 1: Introduction to Core ITSM Applications
• Module 2: Operate IT Services
• Module 3: Maintain IT Services
• Module 4: Improve IT Services
• Module 5: Mature IT Service Management