IT Service Management Fundamentals

Course Duration

2 Days

Audience

Employees of federal, state and local governments; and businesses working with the government.

Prerequisites

ServiceNow Administration Fundamentals (SNAF) or equivalent ServiceNow administration experience is recommended.

Course Description

This course provides a comprehensive introduction to IT Service Management on the ServiceNow platform. Students learn the lifecycle and interdependencies of ITSM applications including Incident, Problem, Change, and Request Management — building the foundational knowledge needed to administer or implement ITSM on ServiceNow.

Learning Objectives

• 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

Course Outline

• 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
• IT Service Management Overview
• IT Service Management Process Architecture
• IT Service Management Applications Overview Lab 1.1 Verify the ITSM environment
• 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
• Overview
• Service Catalog Activity: Find the ITSM Elements
• Request Management Submittal
• Approval
• Lab 2.1 Verify Service Catalog request and approval capabilities Fulfillment
• Closure
• Lab 2.2 Verify Request Fulfillment tracking capabilities
• 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
• Overview
• Incident Management Creation and classification
• Investigation and diagnosis
• Resolution and closure
• Problem Management Detection and logging
• Investigation and diagnosis
• Resolution and closure
• Use the ServiceNow platform to create, manage, and close a change request
• Identify application roles, personas, and process lifecycles that support Change Management
• Overview
• Change Management Record and review
• Assess and evaluate