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.
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 and Release 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.
Course Prerequisites
Mandatory Prerequisites
- Welcome to ServiceNow
- ServiceNow Administration Fundamentals
- Instructor-Led, or
- On Demand
- 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
Additional information
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