IT Service Management (ITSM) Implementation

This programme will cover the following topics:

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 (Optional)
• 2.1.2 – Configure and import CIs (Optional)

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 organisational 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 Catalogue and Request Management Objectives

• Identify baseline application functionality, security, and architecture
• Design solutions to meet requirements that maximise system quality attributes
• Implement configurations common to 80% of customer deployments

Labs and activities:

• 4.3.1 – Create a service catalogue
• 4.3.2 – Create a catalogue item
• 4.3.3 – Create an order guide (Optional)
• 4.4.1 – Create a dynamic flow
• 4.4.2 – Fulfilment in Catalogue Builder
• 4.4.3 – Catalogue items and service offerings
• 4.5.1 – Configure an Employee Center taxonomy
• 4.5.2 – Service catalogue access

Module 5: Incident Management Objectives

• Identify baseline application functionality, security, and architecture
• Design solutions to meet requirements that maximise 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 (optional)
• Lab 5.5.1 – Configure incident surveys (optional)

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 maximise system quality attributes

Labs and activities:

• Lab 7.2.1 – Create a change model
• Lab 7.2.2 – Configure risk assessment (optional)
• Lab 7.3.1 – Configure change approvals
• Lab 7.4.1 – Change flows
• Lab 7.4.2 – Setup recurring CAB meetings (optional)
• Lab 7.4.3 – Configure standard (preapproved) changes (optional)

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 (optional)