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

Labs and activities:

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:

Module 4: Service Catalogue and Request Management Objectives

Labs and activities:

Module 5: Incident Management Objectives

Labs and activities:

Module 6: Problem Management Objectives

Labs and activities:

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:

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:

IT Service Management (ITSM) Implementation