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Training
Certificate
ITSMI: IT Service Management (ITSM) Implementation
Course Information
Course Name
ITSMI: IT Service Management (ITSM) Implementation
Exam code
CIS-ITSM
Duration
3 Days
Certification
Overview
Audience Profile
Prerequisities
At Course Completion
Course Outline
Overview
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.
This course focuses on the baseline capabilities, security, and architecture of these ITSM applications and processes:
- Incident Management
- Problem Management
- Change Management
- Service Catalog and Request Management
- Service Portfolio Management
Information on Configuration Management (including Common Service Data Model) and Release Management, and how they are used to support the ITSM applications listed above, is also provided.
ITSM Implementation is a 3-day course taught both as Instructor-led-training (ILT) and Virtual Instructor-led training (VILT) in time zones throughout the world.
Overview
Overview
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.
This course focuses on the baseline capabilities, security, and architecture of these ITSM applications and processes:
- Incident Management
- Problem Management
- Change Management
- Service Catalog and Request Management
- Service Portfolio Management
Information on Configuration Management (including Common Service Data Model) and Release Management, and how they are used to support the ITSM applications listed above, is also provided.
ITSM Implementation is a 3-day course taught both as Instructor-led-training (ILT) and Virtual Instructor-led training (VILT) in time zones throughout the world.
Audience Profile
Audience Profile
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, Configuration Management, Service Portfolio Management, and Service Catalog / Request Management.
Prerequisities
Prerequisites
- Welcome to ServiceNow
- ServiceNow Administration Fundamentals
- ServiceNow Administration Advanced
- ServiceNow Get Started with Now Create
- ServiceNow Platform Implementation
- CMDB Fundamentals
- ServiceNow IT Service Management (ITSM) Fundamental
Recommended experiences
- Familiarity with navigating through ServiceNow
- ServiceNow user interface (UI), iconography, and user settings
- Integrations
- List management
- Platform security model that explains how ServiceNow roles determine what a user can access, create, update, and delete.
- ServiceNow platform implementation
- ServiceNow system administration
At Course Completion
Course Outline
Course Outline
Module 1: Overview and Foundation Data
Objectives
- 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
- Identify foundation data leveraged by ITSM applications
Labs and activities:
- 1.5.1 – Locate student resources such as Now Create, the credentialing path, and user stories for course labs
Module 2: CMDB and CSDM
Objectives
- Identify baseline application functionality, security, and architecture
- Discuss uses of Configuration Management data within ITSM applications
- Understand the CSDM 4.0 structure and purpose
Labs and activities:
- 2.1.1 – Create a CMDB class with attributes
- 2.1.2 – Configure and import CIs
Module 3: Service Portfolio Management
Objectives
- 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 Digital Portfolio Management (DPM), including the DPM Workspace
Labs and activities:
- 3.5.1 – Create a service portfolio taxonomy
Module 4: Service Catalog and Request Management
Objectives
- 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
Labs and activities:
- 4.3.1 – Create a service catalog
- 4.3.2 – Create a catalog item
- 4.3.3 – Create an order guide
- 4.4.1 – Create a dynamic flow
- 4.4.2 – Fulfillment in Catalog Builder
- 4.4.3 – Catalog items and service offerings
- 4.5.1 – Configure an Employee Center taxonomy
- 4.5.2 – Service catalog access
Module 5: Incident Management
Objectives
- 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
Labs and activities:
- Lab 5.3.1 – Configure incident entry points
- Lab 5.4.1 – Configure SLAs
- Lab 5.4.2 – Configure notifications
- Lab 5.5.1 – Configure incident surveys
Module 6: Problem Management
Objectives
- Identify baseline application functionality, security, and architecture
- Identify key configurations and customer decisions required for Implementation
- Implement common configurations
Labs and activities:
- Lab 6.3.1 – Configure problem task types
- Lab 6.3.2 – Known errors and communicating workarounds
- Lab 6.3.3 – Create problem tasks using Flow Actions
Module 7: Change Management
Objectives
- Identify baseline application functionality, security, and architecture for Change Management
- Design Change Management solutions to meet requirements that maximize system quality attributes
Labs and activities:
- Lab 7.2.1 – Create a change model
- Lab 7.2.2 – Configure risk assessment
- Lab 7.3.1 – Configure change approvals
- Lab 7.4.1 – Change flows
- Lab 7.4.2 – Setup recurring CAB meetings
- Lab 7.4.3 – Configure standard (preapproved) changes
Module 8: Metrics, maintenance, and evolution
Objectives
- Use metric definitions, database views, and dashboards for reporting and process assessments needs
- 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
Labs and activities:
- 8.1.1 – CMDB Health Dashboard
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