ServiceNow IT Service Management (ITSM) Fundamentals Training

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.

ServiceNow IT Service Management (ITSM) Fundamentals Training Benefits

• In this course you will:

  • 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.

• Mandatory Prerequisites

  • Welcome to ServiceNow
    • (On Demand)
  • ServiceNow Administration Fundamentals (SNAF) Training

  Recommended Prerequisites

  • Get Started with Now Create
    • (On Demand)
  • ServiceNow Platform Implementation Training

ServiceNow ITSM Fundamentals Course Outline

Learning Objectives

Module 1: Introduction to Core ITSM Applications 

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 1.2.1 Verify the ITSM environment
• IT Service Management Process Architecture
• IT Service Management Architecture

Module 2: Operate IT Services

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
• Submittal
• Approval
• Lab 2.3.1 Verify Service Catalog request and approval capabilities
• Fulfillment
• Closure
• Lab 2.3.2 Verify Request Fulfillment tracking capabilities

Module 3: Maintain IT Services

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 3.2.1 Verify incident record creation capabilities
• Investigation and diagnosis
• Resolution and closure
• Lab 3.2.2 Verify incident tracking and resolution capabilities
• Problem Management
• Detection and logging
• Lab 3.3.1 Verify problem record creation capabilities
• Investigation and diagnosis
• Resolution and closure
• Lab 3.3.2 Verify problem tracking and resolution capabilities

Module 4: Improve IT Services

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
  
  
• Record and review
• Assess and evaluate
• Authorize
• Lab 4.2.1 Verify change creation and authorization capabilities
• Plan and implement
• Review and close
• Lab 4.2.2 Verify change request tracking and closure capabilities
• Mature ITSM

Module 5: ITSM Fundamentals Recap