2-Day Instructor-Led Training
ServiceNow Official Content
Available for Private Team Training
#2531
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Jun 17 - 18 10:00 AM - 6:00 PM EDTNow Learning
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
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ServiceNow ITSM Fundamentals Course Information
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
Recommended Prerequisites
ServiceNow ITSM Fundamentals Course Outline
Module 1: Introduction to Core ITSM Applications
- 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
Module 2: Operate IT Services
- 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
Module 3: Maintain IT Services
- 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
Module 4: Improve IT Services
- 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
Module 5: ITSM Fundamentals Recap
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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 visualizing 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 organizations.
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.