27 000 kr
3-Day Instructor-Led Training
ServiceNow Official Content
Hands-On Labs
ServiceNow Exam Voucher included
Available for Private Team Training
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
In this course you will:
- Accelerate delivery of IT services to customers and users with IT Service Management best practices
- Apply practical skills for ITSM implementations
- Use a low-code or no-code approach for ServiceNow configuration
- Focus on baseline capabilities, security, and architecture
- Understand Configuration Management and Release Management
In this course you will:
- Accelerate delivery of IT services to customers and users with IT Service Management best practices
- Apply practical skills for ITSM implementations
- Use a low-code or no-code approach for ServiceNow configuration
- Focus on baseline capabilities, security, and architecture
- Understand Configuration Management and Release Management
Mandatory Prerequisites
- Welcome to ServiceNow (On Demand)
- ServiceNow Administration Fundamentals (SNAF) Training
- ServiceNow Administration Advanced Training
- ServiceNow Get Started with Now Create (On Demand)
- ServiceNow Platform Implementation Training
- ServiceNow Configuration Management Database (CMDB) Fundamentals Training
- ServiceNow IT Service Management (ITSM) Fundamentals Training
Recommended Prerequisites
- Familiarity with navigating through ServiceNow
- ServiceNow user interface (UI), iconography, and user settings
- Integrations
- List management
- Platform security model that explains how ServiceNow roles determine what a user can access, create, update, and delete.
- ServiceNow platform implementation
- ServiceNow system administration
Certification Information
Upon completion of this course, the candidate will be granted access to the voucher for the Certified Implementation Specialist in ITSM (CIS-ITSM) exam.
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
Speak with a Learning Consultant
Speak with a Learning Consultant
Fill out the form below
Need Help Finding The Right Training Solution?
Our training advisors are here for you.
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.