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Course Summary

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.

In this course users will learn core ServiceNow ITSM process lifecycles and the value of ServiceNow ITSM applications for managing IT Services.

This Course focuses on the baseline capabilities and the touch points between these ITSM applications and processes:

• Service Catalog and Request Fulfillment
• Incident Management
• Problem Management
• Change Management
• This course also provides general information on ITSM supporting applications, such as Configuration Management and Knowledge Management, as well as ITSM Professional applications.

Module 1: Introduction to Core ITSM Applications
• 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: Verify the ITSM environment

Module 2: Operate IT Services
• 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
• Service Catalog
• Activity: Find the ITSM Elements
• Request Management
• Submittal
• Approval
• Lab: Verify Service Catalog request and approval capabilities
• Fulfillment
• Closure
• Lab: Verify Request Fulfillment tracking capabilities

Module 3: Maintain IT Services
• 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
• Incident Management
• Creation and classification
• Lab: Verify incident record creation capabilities
• Investigation and diagnosis
• Resolution and closure
• Lab: Verify incident tracking and resolution capabilities
• Problem Management
• Detection and logging
• Investigation and diagnosis
• Resolution and closure
• Lab: Verify problem tracking capabilities

Module 4: Improve IT Services
• Use the ServiceNow platform to create, manage, and close a change request
• Identify application roles, personas, and process lifecycles that support Change Management
• Change Management
• Record and review
• Assess and evaluate
• Authorize
• Lab: Verify change creation and authorization capabilities
• Plan and implement
• Review and close
• Lab: Verify change request tracking and closure capabilities

Module 5: Mature IT Service Management
• Identify other platform features that increase the productivity and efficiency of the ITSM solution
• Recognize ITSM Professional applications and their value in maturing and ITSM solution

Recommended Prerequisites • ServiceNow Platform Implementation (SNPI) Mandatory Prerequisites • ServiceNow Administration Fundamentals (SNAF)

This course is part of the following Certifications: • Certified Master Architect • Certified Implementation Specialist – IT Service Management

Following your booking, a confirmation message will be sent to all participants, ensuring you're well-informed of your successful enrollment. Calendar placeholders will also be dispatched to assist you in scheduling your commitments around the course. Rest assured, all course materials and access to necessary labs or platforms will be provided no later than one week before the course begins, allowing you ample time to prepare and engage fully with the learning experience ahead.

Our comprehensive training package includes all the necessary materials and resources to facilitate a full learning experience. Enrollees will be provided with detailed course content, encompassing a wide array of topics to ensure a thorough understanding of the subject matter. Additionally, participants will receive a certificate of completion to recognize their dedication and hard work. It's important to note that while the course fee covers all training materials and experiences, the examination fee for certification is not included but can be purchased separately.
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