ServiceNow: IT Service Management (ITSM) Implementation

Module 1: Overview and Context
• 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

Module 2: Foundation Data, CMDB / CSDM and Knowledge Management
• 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)
• Create a CMDB Class with Attributes
• Configure and Import Configuration Items
• Knowledge Management
• Create a Knowledge Base and add it to Now Mobile
• Import Knowledge Articles

Module 3: Incident Management
• 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

Module 4: Problem Management
• Identify baseline application functionality and application architecture
• Identify key configurations and customer decisions required for Implementation
• Implement common configurations
• Architecture Overview
• Scoping and Requirements
• Problem Lifecycle Configuration
• Create Problem Tasks Using Flow Designer
• Operations and Administration

Module 5: Change Management, Release Management, and DevOps
• Identify baseline application functionality, security, and architecture for Change Management
• Design Change Management solutions to meet requirements that maximize system quality attributes
• Understand the key components of Release Management
• Overview of Change and Release Management
• Change Management o Architecture Overview
• Scoping and Requirements
• Change Management Lifecycle Configuration
• Configure Standard Changes
• Configure Risk Assessment
• Configure Change Approvals
• Configure Change Task Completion Requirement
• Operations and Administration
• Setup Recurring CAB Meetings
• Integrations
• Release Management o Overview and Process Integrations
• Architecture
• End to End Lifecycle

Module 6: Service Catalog and Request Management
• 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
• Configuration
• Create a Service Catalog
• Create a Catalog Item
• Operations and Administration
• Integrations and Testing
• Create an Order Guide
• Create a Dynamic Flow
• Create a Content Item

Module 7: Service Portfolio Management
• Discuss an overview of Service Portfolio Management features available in the ITSM Standard package.
• Review the SPM user and organizational roles.
• Understand the components of a Service Portfolio in the Now Platform.
• Review the Service Owner Workspace available with the ITSM Professional suite.
• Roles
• Taxonomy
• Components and Relationships
• Create a Service Portfolio and Taxonomy
• Service Owner Workspace
• Metrics

Module 7: ITSM Professional
• Discuss an overview of each of the ITSM Professional applications and their key features
• Understand how the ITSM Professional applications integrate with and complement one another
• Define the plugin and activation requirements for each of the ITSM Professional applications
• Discover where to find additional information on each of the ITSM Professional applications
• Performance Analytics
• Continual Improvement Management
• Vendor Manager Workspace
• Best Practice
• Machine Learning
• Predictive Intelligence
• Virtual Agent

Module 9: Maintenance and Evolution
• Identify resources to establish proper governance and development practices
• Evaluate value of requirements versus maintenance burden and risk
• Use Platform capabilities to establish good data hygiene
• Use Benchmarks to measure performance and progress