ServiceNow IT Service Management Fundamentals (ITSMF)

Length 2 days

Course overview

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Why study this course

IT Service Management (ITSM) is a concept that involves the delivery of IT services to customers and users. Most IT services are centred around technology and the support and maintenance activities that must occur to operate and maintain the technology. In this course, attendees will learn the ServiceNow ITSM process lifecycles and the value of ServiceNow ITSM applications for managing IT Services.

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.

Aligns to certification

Certified Implementation Specialist: IT Service Management (CIS-ITSM)

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What you’ll learn

Upon completion of this course, students will be able to:

Define ITSM and its purpose
Identify the applications within ServiceNow ITSM and their purpose
Identify the states for an incident, problem, and change
Submit, approve, and fulfill a request through the service catalog
Create, investigate, diagnose, and resolve incidents
Detect, log, diagnose, and resolve a problem
Record, review, assess, evaluate, authorise, plan, and implement a change

ServiceNow at Lumify Work

ServiceNow's cloud-based platform and solutions help digitise and unify organisations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. The world works with ServiceNow™.
Lumify Work is an Authorised Partner for ServiceNow.

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Who is the course for?

Anyone wanting to explore the lifecycle of ServiceNow ITSM applications.

Course subjects

Welcome to IT Service Management Fundamentals
Introduction to ITSM Applications
Operate IT Services
Maintain IT Services
Improve IT Services

Prerequisites

Attendees should have previously completed the ServiceNow Administration Fundamentals (SNAF) course.

THIRD PARTY REGISTRATION

Lumify Work offers certification and training through our partnership with ServiceNow. This arrangement requires Lumify Work to provide your details to ServiceNow for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.