IT Service Management (ITSM) Implementation

Attend IT Service Management Implementation to learn about ITSM applications and related functionality, which may be configured during an implementation using a low-code or no-code approach.

Level

intermediate

Course length

3 days

Language

Course code

PU22010087

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Course description

IT Service Management (ITSM) is a concept that involves the 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.

Required knowledge

Mandatory Prerequisites

ServiceNow Fundamentals
ServiceNow Get Started with Now Create
ServiceNow Platform Implementation
IT Service Management (ITSM) Fundamentals

Recommended Experience

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

Course content

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), Knowledge Management, and Release Management, and how they are used to support the ITSM applications listed above, is also provided.

Certification

By completing this course you will achieve the following: ITSM Implementation.

Materials

Materials are in electronic form from official ServicNow tool.

Objectives

Baseline application functionality, security, and architecture
Design solutions to meet requirements that maximize system quality attributes, such as upgradability, maintainability, and scalability
How to implement configurations common to 80% of customer deployments