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ServiceNow IT Service Management (ITSM) Implementation Training

Course 2532

  • Duration: 3 days
  • Exam Voucher: Yes
  • Language: English
  • Level: Intermediate

IT Service Management (ITSM) is a concept that involves 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. The ServiceNow ITSM Implementation course puts those basic capabilities to use. It provides practical skills that may be applied immediately to accelerate ITSM implementations. 

This course aligns with common and practical implementation scenarios and challenges when configuring a ServiceNow instance for implementation, using a low-code or no-code approach.

This course focuses on the baseline capabilities, security, and architecture of these ITSM applications and processes:

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

Information on Configuration Management (including Common Service Data Model) and Release Management, and how they are used to support the ITSM applications listed above, is also provided.

ServiceNow ITSM Implementation Course Delivery Methods

  • Online

  • Upskill your whole team by bringing Private Team Training to your facility.

ServiceNow ITSM Implementation Course Information

ServiceNow ITSM Implementation Course Outline

Module 1: Overview and Foundation Data

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
  • Identify foundation data leveraged by ITSM applications

Labs and activities: 

  • 1.5.1 - Locate student resources such as Now Create, the credentialing path, and user stories for course labs

Module 2: CMDB and CSDM

Objectives 

  • Identify baseline application functionality, security, and architecture
  • Discuss uses of Configuration Management data within ITSM applications
  • Understand the CSDM 4.0 structure and purpose

Labs and activities: 

  • 2.1.1 – Create a CMDB class with attributes (Optional)

Module 3: Service Portfolio Management

Objectives 

  • Discuss an overview of Service Portfolio Management features available in the ITSM Standard package
  • Review the SPM user and organisational roles
  • Understand the components of a Service Portfolio in the Now Platform
  • Review Digital Portfolio Management (DPM), including the DPM Workspace

Labs and activities: 

  • 3.5.1 - Create a service portfolio taxonomy

Module 4: Service Catalog and Request Management

Objectives 

  • Identify baseline application functionality, security, and architecture
  • Design solutions to meet requirements that maximise system quality attributes
  • Implement configurations common to 80% of customer deployments

Labs and activities: 

  • 4.3.1 – Create a service catalog
  • 4.3.2 – Create a catalog item
  • 4.3.3 – Create an order guide (Optional)
  • 4.4.1 – Create a dynamic flow
  • 4.4.2 – Fulfillment in Catalog Builder
  • 4.4.3 – Catalog items and service offerings
  • 4.5.1 – Configure an Employee Center taxonomy
  • 4.5.2 – Service catalog access

Module 5: Incident Management

Objectives 

  • Identify baseline application functionality, security, and architecture
  • Design solutions to meet requirements that maximise system quality attributes
  • Implement configurations common to 80% of customer deployments

Labs and activities: 

  • Lab 5.3.1 – Configure incident entry points
  • Lab 5.4.1 – Configure SLAs
  • Lab 5.4.2 – Configure notifications (optional)
  • Lab 5.5.1 – Configure incident surveys (optional)

Module 6: Problem Management

Objectives 

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

Labs and activities: 

  • Lab 6.3.1 – Configure problem task types
  • Lab 6.3.2 – Known errors and communicating workarounds
  • Lab 6.3.3 – Create problem tasks using Flow Actions

Module 7: Change Management

Objectives 

  • Identify baseline application functionality, security, and architecture for Change Management
  • Design Change Management solutions to meet requirements that maximise system quality attributes

Labs and activities: 

  • Lab 7.2.1 – Create a change model
  • Lab 7.2.2 – Configure risk assessment (optional)
  • Lab 7.3.1 – Configure change approvals
  • Lab 7.4.1 – Change flows
  • Lab 7.4.2 – Setup recurring CAB meetings (optional)
  • Lab 7.4.3 – Configure standard (preapproved) changes (optional)

Module 8: Metrics, maintenance, and evolution

Objectives 

  • Use metric definitions, database views, and dashboards for reporting and process assessments needs
  • 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
Commercial Pricing

27 000 kr

  • 3-Day Instructor-Led Training

  • ServiceNow Official Content

  • Hands-On Labs

  • ServiceNow Exam Voucher included

  • Available for Private Team Training

Would you like to take this course as a team?
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  • nov 18 - 20 9:00 - 17:00 CET
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  • dec 21 - 23 10:00 - 18:00 CET
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ServiceNow ITSM Implementation Course FAQs

Once enrolled, ServiceNow University is available to everyone and provides users access to ServiceNow’s full range of training content, hands-on practice, certifications, and badges. Built on the Now Platform, Now Learning is the place for any ServiceNow user to learn, improve their skills, and share their accomplishments. Visit ServiceNow for more details.

Please see the Cancellation and Rescheduling Policy.

For instructor-led ServiceNow training courses which unlock an exam voucher, attendees and view their vouchers within ServiceNow University. Click your name in the top right-hand corner and select My Learning Profile and then the My Vouchers tab. Voucher codes are sent to the email address in your ServiceNow University account.  Vouchers expire 1 year after the completion of the course, and the exam must be completed by the expiration.  

Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available online or as Private Team Training.

Unlike ITSM Fundamentals, which focuses on the “what” ITSM applications are and their purpose, the ServiceNow ITSM Implementation course is focused on the “how” and “why”, by providing attendees with the skills and information necessary to configure ITSM applications to fit the needs of an organisation. 

Unlike videos on YouTube, which offer no student interaction or hands-on exercises and may reflect older versions of the platform, the ServiceNow ITSM Implementation course is up-to-date, in-depth, and aligned with common and practical configuration and usage scenarios and challenges.

ServiceNow ITSM Implementation is a 3-day course taught both as Instructor-led training (ILT) and Virtual Instructor-led training (VILT) in multiple time zones throughout the world.

Demonstrations

Multiple demonstrations are provided throughout the course to aid students in visualising the lecture concepts. These demonstrations may be presented live by the instructor or via pre-recorded video demonstrations.

Structured Discussions

Though classroom discussion will occur throughout the course, several specific discussion points have been identified within the course to aid students in increasing comprehension of the material as well as to aid in applying the concepts learned to their individual roles and organisations.

Hands-On

Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience. Exercises are performed in a personal dedicated training instance.

Group Activities

Several instructor-led group activities such as knowledge checks, concept reviews, and open discussions are embedded throughout the course flow. Participants are able to validate their newly acquired knowledge as well as benefit from real-life business scenarios shared by fellow students.

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