IT Service Management (ITSM) is a concept that involves the delivery of IT services to customers and users. Most IT services are cantered around technology and the support and maintenance activities that must occur to operate and maintain the technology. In this course, users will learn the ServiceNow ITSM process lifecycles and the value of ServiceNow ITSM applications for managing IT Services. This course also provides information on ITSM supporting applications, such as Configuration Management and Knowledge Management, as well as ITSM Professional applications.
Course content
Introduction To ITIL
- Introduction to ITSM
- Incident Management
- Problem Management and change management
- Service Request Management
- Configuration Management Database
- SLA’s and OLA’s
Introduction To ServiceNow
- What is Service Now
- Why and who can use Service Now
- Concept of cloud computing in Service Now
- Introduction to ITIL foundation
- Navigation and users
- Helpful portals
- Releases
- Tool Introduction
- Current Competitors
- Releases
- User Licenses
- Using Wiki and Community
Basic Administration
- Customizing Home Pages
- Form Layouts and list layouts
- Adding Users to Groups
- Granting Roles to Users
- Introducing Applications and Modules
- Creation of tables and Modules Group
- Creating tickets and raising Requests
- Creating SLA’s
- Performance Metrics
Reporting
- Bar Charts
- Pie Charts
- List Reports
- Pivot Tables
- Using scripting in Reporting
- Scheduling Reports
- Making Gauges
Configuration Management
- Classes in CMDB
- Mapping Configuration Item to Asset Records • Loading the CI’s into Service-Now
- Relating Configuration items
Import Sets
- Loading Data of different Formats
- Using Data Sources
- Using Transform Maps and Transform scripts
Service Catalog
- Creating Catalog Items using Variables and Variable sets
- Creating Record Producers
- Design the flow using Workflow
- Creating Execution Plans
- Writing Catalog Client Scripts and Catalog UI Policies
Workflows
- Creating Workflows on different tables
- Approvals using workflows
- Using Different Activities in workflows
MID Server Installation
- Installing MID server on an instance
- Testing the MID Server using another Logins
- Importing Files by Using MID Server
Incident Management
- Architecture Overview
- Scoping and Requirements
- Incident Lifecycle Configuration
- Lab: Configure Incident Entry Points
- Lab: Load Incident Categories
- Lab: Configure SLAs and Incident Notifications
- Lab: Major Incident Management and On-Call Scheduling
- Operations and Administration
- Lab: Configure Incident Surveys
- Lab: Agent Workspace
- Integrations
- Lab: Reports and Homepages
Problem Management
- Overview
- Problem management process (identify, Investigate, Resolve)
- Problem management workflow and problem task types
- Continual Service improvement to problem management
- Context menu
Change Management, Release Management, and DevOps
- Overview of Change and Release Management
- Change Management Architecture Overview
- Scoping and Requirements
- Change Management Lifecycle Configuration
- Lab: Configure Standard Changes
- Lab: Configure Risk Assessment
- Lab: Configure Change Approvals
- Lab: Configure Change Task Completion Requirement
- Operations and Administration
- Lab: Setup Recurring CAB Meetings
- Integrations
- Release Management o Overview and Process Integrations
- Architecture
- End to End Lifecycle
Service Catalog and Request Management
- Architecture Overview
- Scoping and Requirements
- Configuration
- Lab: Create a Service Catalog
- Lab: Create a Catalog Item
- Operations and Administration
- Integrations and Testing
- Lab: Create an Order Guide
- Lab: Create a Dynamic Flow
- Lab: Create a Content Item
Asset And Configuration Management
- Introduction to CI and Asset
- Class and category CI
- Model and type of assets
- CMDB Plug-in and CI Relationships
Knowledge Management
- Overview
- Knowledge Management Roles
- Application and Modules Using Knowledge
- Creating Knowledge
- Translating Knowledge
- Tracking and Reporting on Knowledge
SLA & SDLC
- Introduction to SLA,OLA and UPC
- SLA Workflow
- Service Level Agreement
- SDLC In Service now
Service Portfolio Management
- Overview
- Roles
- Taxonomy
- Components and Relationships
- Lab: Create a Service Portfolio and Taxonomy
- Service Owner Workspace
- Metrics
ITSM Professional
- Performance Analytics
- Lab: Performance Analytics
- Continual Improvement Management
- Vendor Manager Workspace
- Best Practice
- Machine Learning
- Predictive Intelligence
- Virtual Agent
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
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Course Prerequisites
- ServiceNow Fundamentals
- ServiceNow system administration
- ServiceNow Platform Implementation
- Familiarity with basic ServiceNow platform features, such as:
- ServiceNow user interface (UI), iconography, and user settings
- UI navigation
- List management
- Platform security model that explains how ServiceNow roles determine what a user can access, create, update, and delete.
Who can attend
- Anyone who will be working on a ServiceNow IT service management.
Number of Hours: 40hrs
Certification
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- One to One Training
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- Fastrack & Normal Track
- Resume Modification
- Mock Interviews
- Video Tutorials
- Materials
- Real Time Projects
- Virtual Live Experience
- Preparing for Certification
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