IT Service Management (ITSM) Fundamentals

Module 1: Introduction to Core ITSM Applications
Objectives:

• 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

Agenda:

• IT Service Management Overview
•  IT Service Management Process Architecture
• IT Service Management Applications Overview
  
  • Lab 1.1 Verify the ITSM environment

Module 2: Operate IT Services
Objectives:

• 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

Agenda:

• Overview
• Service Catalog
  • Activity: Find the ITSM Elements
• Request Management
  • Submittal
  • Approval
• Lab 2.1 Verify Service Catalog request and approval capabilities
  • Fulfillment
  • Closure
• Lab 2.2 Verify Request Fulfillment tracking capabilities

Module 3: Maintain IT Services
Objectives:

• 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

Agenda:

• Overview
• Incident Management
  
  • Creation and classification

Lab 3.1 Verify incident record creation capabilities

• Investigation and diagnosis
• Resolution and closure

Lab 3.2 Verify incident tracking and resolution capabilities

• Problem Management
  
  • Detection and logging
  • Investigation and diagnosis
  • Resolution and closure

Lab 3.3 Verify problem tracking capabilities

Module 4: Improve IT Services

Objectives:

• Use the ServiceNow platform to create, manage, and close a change request
• Identify application roles, personas, and process lifecycles that support Change Management

Agenda:

• Overview
• Change Management
  
  • Record and review
  • Assess and evaluate
  • Authorize

Lab 4.1 Verify change creation and authorization capabilities

• Plan and implement
• Review and close

Lab 4.2 Verify change request tracking and closure capabilities

Module 5: Mature IT Service Management

Objectives:

• 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