Overview
Boost your IT service delivery by mastering the fundamentals of IT Service Management (ITSM) with ServiceNow. In this programme, you’ll explore the full ITSM process lifecycle and discover how ServiceNow applications add value to managing and improving IT services. Learn how to streamline operations through core capabilities such as service catalogue and request fulfilment, manage disruptions efficiently with incident and problem management, and implement change with confidence using change management best practices. Designed to build your confidence in navigating key ITSM processes, this programme equips you with the practical knowledge to enhance service quality and drive business outcomes.
Key Takeaways
At the end of the programme, you will be able 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 implementation of ServiceNow ITSM applications
- Start thinking about the long-term goal of maturing an ITSM practice in ServiceNow
Who Should Attend
- Please refer to the job roles section.
- 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.
Prerequisites
Before attending this programme, you should have:
- This programme will be conducted as a Virtual Live Class (VLC) via Zoom platform.
- You should own a Zoom account and have a laptop or a desktop with “Zoom Client for Meetings” installed.
This programme will cover the following topics:
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
- Authorise
- Lab 4.2.1 Verify change creation and authorisation 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
| Full Fee |
Full programme fee | S$2700 |
9% GST on nett programme fee | S$2943 |
| Total nett programme fee payable, including GST | S$2943 |
| Step 1
| Apply through your organisation's training request system. |
| Step 2
| Your organisation's training request system (or relevant HR staff) confirms your organisation's approval for you to take the programme. Your organisation will send registration information to the academy. Organisation HR L&D or or equivalent staff can register directly through the Learning Partner's registration portal. |
| Step 3
| The Learning Partner will inform you whether you have been successful in enrolment.
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