ITSMF: IT Service Management (ITSM) Fundamentals

Course Information

Course Name

ITSMF: IT Service Management (ITSM) Fundamentals

Duration

2 Days

Certification

Certified Implementation Specialist in ITSM (CIS-ITSM)

Overview

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.

This course focuses on the baseline capabilities and the touch points between these
ITSM applications and processes:

• Service Catalog and Request Fulfillment

• Incident Management

• Problem Management

• Change Management

Audience Profile

This IT Service Management (ITSM) Fundamentals course is 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

Mandatory Prerequisites

• Welcome to ServiceNow

• ServiceNow Administration Fundamental

Recommended Prerequisites

• Get Started with Now Create

• ServiceNow Platform Implementation

At Course Completion

At the end of this course, students will have the resources, knowledge, and experience
necessary 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 use and implementation of ServiceNow ITSM applications.

• Start thinking about the long-term goal of maturing an ITSM practice in ServiceNow.

Course Outline

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

All ServiceNow certification courses are conducted by certified trainers from Iverson.

Digital Methods acts as the official training partner and assists with program consultation, registration, coordination, scheduling, and administrative arrangements to ensure a seamless and professionally managed training experience.