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ServiceNow IT Service Management (ITSM) Fundamentals Training

Course 2531

  • Duration: 2 days
  • Language: English
  • Level: Foundation

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 ITSM Fundamentals Course Delivery Methods

  • Online

  • Upskill your whole team by bringing Private Team Training to your facility.

ServiceNow ITSM Fundamentals Course Information

ServiceNow ITSM Fundamentals Course Outline

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

Commercial Pricing

19 050 kr

  • 2-Day Instructor-Led Training

  • ServiceNow Official Content

  • Available for Private Team Training

Would you like to take this course as a team?
  • jul 30 - 31 9:00 - 17:00 CEST
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  • aug 6 - 7 10:00 - 18:00 CEST
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  • sep 3 - 4 9:00 - 17:00 CEST
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  • sep 24 - 25 9:00 - 17:00 CEST
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  • okt 8 - 9 10:00 - 18:00 CEST
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  • nov 26 - 27 9:00 - 17:00 CET
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  • dec 3 - 4 10:00 - 18:00 CET
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ServiceNow ITSM Fundamentals Course FAQs

Once enrolled, ServiceNow University is available to everyone and provides users access to ServiceNow’s full range of training content, hands-on practice, certifications, and badges. Built on the Now Platform, Now Learning is the place for any ServiceNow user to learn, improve their skills, and share their accomplishments. Visit ServiceNow for more details.

Please see the Cancellation and Rescheduling Policy.

Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available online or as Private Team Training.

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 visualising 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 organisations.

 

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 get to validate the newly acquired knowledge as well as benefit from real-life business scenarios shared by fellow students.

Unlike ServiceNow Administration 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.

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