IT Service Management (ITSM) Fundamentals

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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. In this course, users will learn the ServiceNow ITSM process lifecycles and the value of ServiceNow ITSM applications for managing IT Services.

Mandatory Prerequisites - ServiceNow Fundamentals

Recommended Prerequisites - ServiceNow Platform Implementation

This course focuses on the baseline capabilities and the touch points between these ITSM applications and processes:

• Service Catalog and Request Fulfillment
• Incident Management
• Problem Management
• Change Management

This course also provides information on ITSM supporting applications, such as Configuration Management and Knowledge Management, as well as ITSM Professional applications.

By completing this course you will achieve the following: ITSM Fundamentals

Materials are in electronic form from official ServicNow tool.

• Create and work records through each of the covered ITSM application lifecycles 
• Demonstrate each application lifecycle from a persona viewpoint 
• Articulate the value and baseline features of each of the ITSM applications 
• Begin considering key decisions to be made during the implementation of ServiceNow ITSM applications 
• Start thinking about the long-term goal of maturing an ITSM practice in ServiceNow