ServiceNow IT Service Management (ITSM) Fundamentals Training

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