IT Service Management (ITSM) Fundamentals

Learn the core ServiceNow ITSM process lifecycles and the value of ServiceNow ITSM applications for managing IT services across your organization. Send Enquiry to Sales Team Request a Quote Overview Objectives Request Price Download Course Detail Send Enquiry to Sales Team Overview Overview IT Service Management Fundamentals is a two-day instructor-led course designed for professionals who administer ServiceNow and work on ITSM implementations. The course covers the baseline capabilities and interdependencies of four core ITSM applications: Service Catalog and Request Fulfillment, Incident Management, Problem Management, and Change Management. It also introduces supporting applications such as Configuration Management and Knowledge Management, as well as ITSM Professional applications. Through lectures, demonstrations, structured discussions, and hands-on labs, participants work in their own student instance to experience each ITSM process lifecycle from a persona perspective. Prerequisites The following prerequisites are mandatory: Welcome to ServiceNow ServiceNow Administration Fundamentals The following prerequisites are recommended: Get Started with Now Create ServiceNow Platform Implementation Scope Duration: 2 days Format: Instructor-led training (in-person and virtual) across multiple time zones Platform Support: ServiceNow platform including Service Catalog, Request Management, Incident Management, Problem Management, Change Management, and Service Operations Workspace Target Audience This course is designed for customers, partners, and ServiceNow employees who administer ServiceNow and work on ITSM implementations. It is well suited for professionals who need to understand the lifecycle and interdependencies of ServiceNow ITSM applications from a persona perspective. Key Learning Outcomes By the end of this course, learners will be able to: Define applications, roles, and personas used to support ITSM processes on the ServiceNow platform Explain the ServiceNow Common Services Data Model and how it supports ITSM applications Explain the Service Catalog, its relationship to Request Management, and the data structure and roles that support the Request Management process Submit, approve, fulfill, and close a request using the ServiceNow platform Explain Incident Management and Problem Management and their relationship to other key ITIL processes Create, manage, and resolve incidents and problems using the ServiceNow platform Identify the application roles, personas, and architecture that support Incident and Problem Management Create, manage, and close a change request using the ServiceNow platform Explain the application roles, personas, and process lifecycles that support Change Management Identify platform features and applications that increase the productivity and efficiency of the ITSM solution What’s Next After completing this course, learners can build on their ITSM knowledge by exploring deeper implementation topics through Get Started with Now Create and ServiceNow Platform Implementation. This course also lays the groundwork for learners who want to progress into ITSM administration and implementation roles. Certification N/A FAQs #1. What are the prerequisites for this course? Welcome to ServiceNow and ServiceNow Administration Fundamentals are mandatory. Get Started with Now Create and ServiceNow Platform Implementation are recommended but not required. #2. What ITSM applications does this course cover? The course covers Service Catalog and Request Fulfillment, Incident Management, Problem Management, and Change Management. It also introduces supporting applications including Configuration Management and Knowledge Management, as well as ITSM Professional applications. #3. Will I get hands-on practice during the course? Yes. Extensive hands-on lab exercises are included in every module, and participants work in a dedicated personal training instance throughout both days of the course. Objectives This course helps learners understand ServiceNow ITSM process lifecycles and how core ITSM applications support IT service delivery. Learners will explore how to: Define IT Service Management and identify how ServiceNow ITSM applications support IT services and end-user experiences Describe the ServiceNow Common Service Data Model and its role in ITSM applications Work through the Service Catalog and Request Management lifecycle, including request submittal, approval, fulfillment, and closure Create, investigate, manage, and resolve incidents and problems through their lifecycles Create, assess, authorize, plan, implement, review, and close change requests Identify supporting platform features and applications that increase ITSM productivity and efficiency Begin considering key decisions involved in using, implementing, and maturing ITSM practices in ServiceNow Name Email Phone Submit Request IT Service Management Fundamentals is a two-day instructor-led course designed for professionals who administer ServiceNow and work on ITSM implementations. The course covers the baseline capabilities and interdependencies of four core ITSM applications: Service Catalog and Request Fulfillment, Incident Management, Problem Management, and Change Management. It also introduces supporting applications such as Configuration Management and Knowledge Management, as well as ITSM Professional applications. Through lectures, demonstrations, structured discussions, and hands-on labs, participants work in their own student instance to experience each ITSM process lifecycle from a persona perspective. Course Details REQUEST CUSTOM DELIVERY Full Name Phone Email Company Write Us Send Message Overview Overview IT Service Management Fundamentals is a two-day instructor-led course designed for professionals who administer ServiceNow and work on ITSM implementations. The course covers the baseline capabilities and interdependencies of four core ITSM applications: Service Catalog and Request Fulfillment, Incident Management, Problem Management, and Change Management. It also introduces supporting applications such as Configuration Management and Knowledge Management, as well as ITSM Professional applications. Through lectures, demonstrations, structured discussions, and hands-on labs, participants work in their own student instance to experience each ITSM process lifecycle from a persona perspective. Prerequisites The following prerequisites are mandatory: Welcome to ServiceNow ServiceNow Administration Fundamentals The following prerequisites are recommended: Get Started with Now Create ServiceNow Platform Implementation Scope Duration: 2 days Format: Instructor-led training (in-person and virtual) across multiple time zones Platform Support: ServiceNow platform including Service Catalog, Request Management, Incident Management, Problem Management, Change Management, and Service Operations Workspace Target Audience This course is designed for customers, partners, and ServiceNow employees who administer ServiceNow and work on ITSM implementations. It is well suited for professionals who need to understand the lifecycle and interdependencies of ServiceNow ITSM applications from a persona perspective. Key Learning Outcomes By the end of this course, learners will be able to: Define applications, roles, and personas used to support ITSM processes on the ServiceNow platform Explain the ServiceNow Common Services Data Model and how it supports ITSM applications Explain the Service Catalog, its relationship to Request Management, and the data structure and roles that support the Request Management process Submit, approve, fulfill, and close a request using the ServiceNow platform Explain Incident Management and Problem Management and their relationship to other key ITIL processes Create, manage, and resolve incidents and problems using the ServiceNow platform Identify the application roles, personas, and architecture that support Incident and Problem Management Create, manage, and close a change request using the ServiceNow platform Explain the application roles, personas, and process lifecycles that support Change Management Identify platform features and applications that increase the productivity and efficiency of the ITSM solution What’s Next After completing this course, learners can build on their ITSM knowledge by exploring deeper implementation topics through Get Started with Now Create and ServiceNow Platform Implementation. This course also lays the groundwork for learners who want to progress into ITSM administration and implementation roles. Certification N/A FAQs #1. What are the prerequisites for this course? Welcome to ServiceNow and ServiceNow Administration Fundamentals are mandatory. Get Started with Now Create and ServiceNow Platform Implementation are recommended but not required. #2. What ITSM applications does this course cover? The course covers Service Catalog and Request Fulfillment, Incident Management, Problem Management, and Change Management. It also introduces supporting applications including Configuration Management and Knowledge Management, as well as ITSM Professional applications. #3. Will I get hands-on practice during the course? Yes. Extensive hands-on lab exercises are included in every module, and participants work in a dedicated personal training instance throughout both days of the course. Objectives This course helps learners understand ServiceNow ITSM process lifecycles and how core ITSM applications support IT service delivery. Learners will explore how to: Define IT Service Management and identify how ServiceNow ITSM applications support IT services and end-user experiences Describe the ServiceNow Common Service Data Model and its role in ITSM applications Work through the Service Catalog and Request Management lifecycle, including request submittal, approval, fulfillment, and closure Create, investigate, manage, and resolve incidents and problems through their lifecycles Create, assess, authorize, plan, implement, review, and close change requests Identify supporting platform features and applications that increase ITSM productivity and efficiency Begin considering key decisions involved in using, implementing, and maturing ITSM practices in ServiceNow IT Service Management Fundamentals is a two-day instructor-led course designed for professionals who administer ServiceNow and work on ITSM implementations. The course covers the baseline capabilities and interdependencies of four core ITSM applications: Service Catalog and Request Fulfillment, Incident Management, Problem Management, and Change Management. It also introduces supporting applications such as Configuration Management and Knowledge Management, as well as ITSM Professional applications. Through lectures, demonstrations, structured discussions, and hands-on labs, participants work in their own student instance to experience each ITSM process lifecycle from a persona perspective. Course Details REQUEST CUSTOM DELIVERY Become An Expert By Practice – Get Your Hands On Labs Don’t let your tech outpace the skills of your people Get in touch today World-Class Training Expertise Boasting decades of experience in delivering top-tier IT and professional development training, tailored to the latest industry trends. Customized Learning Journeys Offering personalized training paths to meet the specific needs of individuals and organizations. Innovative Learning Platforms Utilizing cutting-edge technology to provide engaging and effective online and in-person training experiences. Global Network of Industry Experts Our instructors are seasoned professionals with real-world experience, ensuring practical and relevant learning. Extensive Course Catalog Covering a wide array of topics, from cybersecurity to cloud computing, ensuring comprehensive skill development. Flexible Training Delivery Modes Providing various training formats, including live virtual classrooms, on-site training, and self-paced online courses. Commitment to Excellence Continuously updating courses to reflect the latest industry standards and best practices. Strong Industry Partnerships Collaborating with leading technology vendors and institutions for accredited and up-to-date course content. Proven Training Track Record Years of successful training delivery, reflected in high satisfaction rates and positive client testimonials. Future-Ready Skills Development Focused on equipping learners with skills that are crucial for the ever-evolving tech landscape. TRUSTED BY TOP COMPANIES LIKE IBM, DELOITTE, ERICSSON, AND MORE. DISCOVER OUR CUSTOMER PORTFOLIO. Dedicated to excellence, we cultivate strong partnerships with worldwide technology innovators. Testimonials What Our Clients Say Instructor is good knowledgeable in his domain, which was seen in his entire session which we went through, we have asked the query multiple time but he did not hesitate to answer as well as fruitfully answer it well.Content part was also fine. Manish KumarNTT The complete session was brainstorming & well planned. Learned a lot; hope to imply the wonderful training insights to working. The course was diverse yet meaningful in every aspect. Would like to enroll myself in advance training as well, if slots are available. Jyoti KhatiAccenture Instructor was very good, has very good knowledge in his area, he covered all the learning point and answered all the questions asked by me and team. Mohit GuptaNTT Thank you very much for the training sessions this week. Really informative, and please keep the good work. You’ve been one of the best trainer so far, I’m dead serious. Selven MookenCeredian Instructor at Dataciphers was a fantastic teacher. He covered all the topics and explained them very well. All questions I had, he had an answer for and not only a verbal answer but he showed me how to do certain things when the question required a visual answer. I highly recommend taking this class with him as the instructor. If I take a nother class with Datacipher really hoping to get him as the instructor. Becker & PoliakoffFelipe Gonzalez The instructor, solve the questions, and has a pretty good knowledge related this course Fernando HenryNTT Your training session was very informative, and I appreciate the effort you’ve put into this one week training sessions. You did a good job of explaining complex concepts in a way that was easy to understand mainly for SSL certificates. Thank you as well for keeping the lab online. Selven MookenCeredian Thanks a lot for such a informative sessions on Palo alto. I really appreciate your teaching approach. You taught each and every chapter in detail and solved our queries. I would love to join your class again in future. Atharva JamkarAccenture The course was presented in an enthusiastic way, as your sprit was always high since morning to evening day 1 to day 5. You clarified the contents from very basic to high level, which gave me better understanding of topics. Great presentation style with lots of opportunities to ask questions and talk about real life examples which all made for a really enjoyable and informative course. This has more than met my expectations. Thank you for a great course. I took lots of things that I can quickly and easily apply, as I was new to the Palo alto, but now I can perform well. Samreen AkhtarAccenture Instructor personally repeated multiple concepts to get the clear idea about the workflow Shreya JattiPAN – EPT The instructor explained all the concepts in depth. Very engage throught all 4 days of the session. He was more than happy to provide any answers to our doubts even if it is outside the course/scope of this training. Asha ChaudharyDepartment of The Premier and Cabinet South Australia