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ITSMF: IT Service Management (ITSM) Fundamentals
Course Information
Course Name
ITSMF: IT Service Management (ITSM) Fundamentals
Duration
2 Days
Certification
Overview
Audience Profile
Prerequisities
At Course Completion
Course Outline
Overview
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.
This course focuses on the baseline capabilities and the touch points between these
ITSM applications and processes:
- Service Catalog and Request Fulfillment
- Incident Management
- Problem Management
- Change Management
Overview
Overview
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.
This course focuses on the baseline capabilities and the touch points between these
ITSM applications and processes:
- Service Catalog and Request Fulfillment
- Incident Management
- Problem Management
- Change Management
Audience Profile
Audience Profile
This IT Service Management (ITSM) Fundamentals course is designed for customers, partners, and ServiceNow employees who will be administering ServiceNow and working on a ServiceNow implementation of ITSM applications and need to understand the lifecycle and inter-dependencies of ServiceNow ITSM applications from a persona perspective.
Prerequisities
Prerequisites
Mandatory Prerequisites
- Welcome to ServiceNow
- ServiceNow Administration Fundamental
Recommended Prerequisites
- Get Started with Now Create
- ServiceNow Platform Implementation
At Course Completion
At Course Completion
At the end of this course, students will have the resources, knowledge, and experience
necessary to:
- 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.
Course Outline
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
- Creation and classification
- 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
- Detection and logging
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
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