ITSMI: IT Service Management (ITSM) Implementation

Course Information

Course Name

ITSMI: IT Service Management (ITSM) Implementation

Exam code

CIS-ITSM

Duration

3 Days

Certification

Certified Implementation Specialist in ITSM (CIS-ITSM)

Overview

IT Service Management (ITSM) is a concept that involves delivery of 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. The ServiceNow ITSM Implementation course puts those basic capabilities to use. It provides practical skills that may be applied immediately to accelerate ITSM implementations.

This course aligns with common and practical implementation scenarios and challenges when configuring a ServiceNow instance for implementation, using a low-code or no-code approach.

This course focuses on the baseline capabilities, security, and architecture of these ITSM applications and processes:

• Incident Management

• Problem Management

• Change Management

• Service Catalog and Request Management

• Service Portfolio Management

Information on Configuration Management (including Common Service Data Model) and Release Management, and how they are used to support the ITSM applications listed above, is also provided.

ITSM Implementation is a 3-day course taught both as Instructor-led-training (ILT) and Virtual Instructor-led training (VILT) in time zones throughout the world.

Audience Profile

The ServiceNow IT Service Management (ITSM) Implementation course is for Customers, Partners, and Employees in technical roles such as Technical Consultant, Architect, and System Administrator who implement ITSM applications such as Incident Management, Problem Management, Change Management, Configuration Management, Service Portfolio Management, and Service Catalog / Request Management.

Prerequisites

• Welcome to ServiceNow

• ServiceNow Administration Fundamentals

• ServiceNow Administration Advanced

• ServiceNow Get Started with Now Create

• ServiceNow Platform Implementation

• CMDB Fundamentals

• ServiceNow IT Service Management (ITSM) Fundamental

Recommended experiences

• Familiarity with navigating through ServiceNow

• ServiceNow user interface (UI), iconography, and user settings

• Integrations

• List management

• Platform security model that explains how ServiceNow roles determine what a user can access, create, update, and delete.

• ServiceNow platform implementation

• ServiceNow system administration

At Course Completion

Course Outline

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

• 2.1.2 – Configure and import CIs

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 organizational 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 Catalog and Request Management

Objectives 

• Identify baseline application functionality, security, and architecture

• Design solutions to meet requirements that maximize system quality attributes

• Implement configurations common to 80% of customer deployments

Labs and activities: 

• 4.3.1 – Create a service catalog

• 4.3.2 – Create a catalog item

• 4.3.3 – Create an order guide

• 4.4.1 – Create a dynamic flow

• 4.4.2 – Fulfillment in Catalog Builder

• 4.4.3 – Catalog items and service offerings

• 4.5.1 – Configure an Employee Center taxonomy

• 4.5.2 – Service catalog access

Module 5: Incident Management

Objectives 

• Identify baseline application functionality, security, and architecture

• Design solutions to meet requirements that maximize 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

• Lab 5.5.1 – Configure incident surveys

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 maximize system quality attributes

Labs and activities: 

• Lab 7.2.1 – Create a change model

• Lab 7.2.2 – Configure risk assessment

• Lab 7.3.1 – Configure change approvals

• Lab 7.4.1 – Change flows

• Lab 7.4.2 – Setup recurring CAB meetings

• Lab 7.4.3 – Configure standard (preapproved) changes

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

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.