ServiceNow IT Service Management Implementation (ITSMI)

Length 3 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. This 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. It 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

You'll also gain information on Configuration Management (including Common Service Data Model) and Release Management, and how they are used to support the ITSM applications listed above.

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:

Understand and configure baseline application functionality, security, and architecture
Design solutions to meet requirements that maximise system quality attributes, such as upgradability, maintainability, and scalability
Implement configurations common to 80% of customer deployments

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 learn about ITSM applications and related functionality.

Course subjects

Welcome to IT Service Management Implementation
Overview and foundation data
CMDB and CSDM
Service Portfolio Management
Operate IT Services
Incident Management
Problem Management
Change and Release Management
Metrics, maintenance, and evolution

Prerequisites

Attendees must have completed the following:

Recommended experience:

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

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.