IT Service Management (ITSM) Implementation

Course Duration

3 Days

Audience

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

Prerequisites

Completion of IT Service Management Fundamentals or equivalent ServiceNow ITSM experience is required.

Course Description

This course teaches technical consultants, architects, and administrators how to implement ServiceNow ITSM applications. Students configure Incident Management, Problem Management, Change Management, Knowledge Management, and Service Catalog — gaining hands-on experience with the full ITSM implementation lifecycle on the ServiceNow platform.

Learning 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

Course Outline

• 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
• IT Service Management Positioning within the ServiceNow Framework
• Source of Information and Insight
• Customer Profile and Scenario
• Identify foundation data leveraged by ITSM applications
• Explore uses of Configuration Management data within ITSM applications
• Review the key Knowledge Management components and structure
• Foundation Data
• Configuration Management Database (CMDB) Lab 2.1 Create a CMDB Class with Attributes
• Lab 2.2 Configure and Import Configuration Items
• Knowledge Management Lab 2.3 Create a Knowledge Base and add it to Now Mobile
• Lab 2.4 Import Knowledge Articles
• 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
• Architecture Overview
• Scoping and Requirements
• Incident Lifecycle Configuration Lab 3.1 Configure Incident Entry Points
• Lab 3.2 Load Incident Categories
• Lab 3.3 Configure SLAs and Incident Notifications
• Lab 3.4 Major Incident Management and On-Call Scheduling
• Operations and Administration Lab 3.5 Configure Incident Surveys
• Lab 3.6 Agent Workspace
• Integrations Lab 3.7 Reports and Homepages
• Identify baseline application functionality and application architecture
• Identify key configurations and customer decisions required for Implementation
• Implement common configurations
• Architecture Overview