Module 1: Introduction to Core ITSM Applications
Objectives of Module 1:
- 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 of Module 2:
- 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:
Activity: Find the ITSM Elements
- Request Management
- Submittal
o Approval
Lab 2.1 Verify Service Catalog request and approval capabilities
o Fulfillment
o Closure
Lab 2.2 Verify Request Fulfillment tracking capabilities
Module 3: Maintain IT Services
Objectives of Module 3:
- 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
o Creation and classification
Lab 3.1 Verify incident record creation capabilities
o Investigation and diagnosis
o Resolution and closure
Lab 3.2 Verify incident tracking and resolution capabilities
o Detection and logging
o Investigation and diagnosis
o Resolution and closure
Lab 3.3 Verify problem tracking capabilities
Module 4: Improve IT Services
Objectives of Module 4:
- 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
o Record and review
o Assess and evaluate
o Authorize
Lab 4.1 Verify change creation and authorization capabilities
o Plan and implement
o Review and close
Lab 4.2 Verify change request tracking and closure capabilities
Module 5: Mature IT Service Management
Objectives of Module 5:
- 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
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