IT Service Management (ITSM) Implementation

Module 1: Overview and Context

Objectives:

• 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

Agenda:

• 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

Objectives:

• Identify foundation data leveraged by ITSM applications
• Explore uses of Configuration Management data within ITSM applications
• Review the key Knowledge Management components and structure

Agenda:

• Foundation Data
• Configuration Management Database (CMDB)
  
  • Lab 2.1 Create a CMDB Class with Attributes
  • Lab 2.2 Configure and Import Configuration Items
• Knowledge Management
  
  • Lab 2.3 Create a Knowledge Base and add it to Now Mobile
  • Lab 2.4 Import Knowledge Articles

Module 3: Incident Management

Objectives:

• 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

Agenda:

• Architecture Overview
• Scoping and Requirements
• Incident Lifecycle Configuration
  
  • Lab 3.1 Configure Incident Entry Points
  • Lab 3.2 Load Incident Categories
  • Lab 3.3 Configure SLAs and Incident Notifications
  • Lab 3.4 Major Incident Management and On-Call Scheduling
• Operations and Administration
  
  • Lab 3.5 Configure Incident Surveys
  • Lab 3.6 Agent Workspace
• Integrations
  
  • Lab 3.7 Reports and Homepages

Module 4: Problem Management

Objectives:

• Identify baseline application functionality and application architecture
• Identify key configurations and customer decisions required for Implementation
• Implement common configurations

Agenda:

• Architecture Overview
• Scoping and Requirements
• Problem Lifecycle Configuration
  
  • Lab 4.1 Create Problem Tasks Using Flow Designer
• Operations and Administration

Module 5: Change Management, Release Management, and DevOps

Objectives:

• 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

Agenda:

• Overview of Change and Release Management
• Change Management o Architecture Overview
• Scoping and Requirements
• Change Management Lifecycle Configuration
  
  • Lab 5.1 Configure Standard Changes
  • Lab 5.2 Configure Risk Assessment
  • Lab 5.3 Configure Change Approvals
  • Lab 5.4 Configure Change Task Completion Requirement
• Operations and Administration
  
  • Lab 5.5 Setup Recurring CAB Meetings
• Integrations
• Release Management o Overview and Process Integrations
• Architecture
• End to End Lifecycle

Module 6: Service Catalog and Request Management

Objectives:

• 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

Agenda:

• Architecture Overview
• Scoping and Requirements
• Configuration
  
  • Lab 6.1 Create a Service Catalog
  • Lab 6.2 Create a Catalog Item
• Operations and Administration
• Integrations and Testing
  
  • Lab 6.3 Create an Order Guide
  • Lab 6.4 Create a Dynamic Flow
  • Lab 6.5 Create a Content Item

Module 7: Service Portfolio Management

Objectives:

• 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.

Agenda:

• Overview
• Roles
• Taxonomy
• Components and Relationships
  
  • Lab 7.1 Create a Service Portfolio and Taxonomy
• Service Owner Workspace
• Metrics

Module 7: ITSM Professional

Objectives:

• 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

Agenda:

• Performance Analytics
  
  • Lab 8.1 Performance Analytics
• Continual Improvement Management
•  Vendor Manager Workspace
• Best Practice
• Machine Learning
• Predictive Intelligence
• Virtual Agent

Module 9: Maintenance and Evolution

Objectives:

• 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