Learn practical skills that may be applied immediately to accelerate ITSM implementations.
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 Incident Management, Problem Management, Change Management, Service Catalog and Request Management, Service Portfolio Management
Multiple demonstrations are provided throughout the course to aid students in visualizing the lecture concepts.
These demonstrations may be presented live by the instructor or via pre-recorded video demonstrations.
Though classroom discussion will occur throughout the course, several specific discussion points have been identified within the course to aid students in increasing comprehension of the material as well as to aid in applying the concepts learned to their individual roles and organizations.
Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience.
Exercises are performed in a personal dedicated training instance.
Several instructor-led group activities such as knowledge checks, concept reviews, and open discussions are embedded throughout the course flow.
Participants are able to validate their newly acquired knowledge as well as benefit from real-life business scenarios shared by fellow students.
Unlike ITSM Fundamentals, which focuses on the “what” ITSM applications are and their purpose, the ServiceNow ITSM Implementation course is focused on the “how” and “why”, by providing attendees with the skills and information necessary to configure ITSM applications to fit the needs of an organization.
During this three-day interactive training course, students access the ServiceNow platform and the ITSM applications in their own student instance, which is a “safe sandbox” loaded with demo and test data.
The course weaves a scenario throughout to present real-world application of ITSM practices.
The class features lecture, demonstrations, structured and open discussions, as well as extensive hands-on practice and reinforcement delivered in a variety of labs.
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.
Class participants will also receive an introduction to the ITSM Professional suite, including Performance Analytics, Continual Improvement, Vendor Manager Workspace, and Machine Learning.