About this Course
Welcome to IT Service Management (ITSM) Fundamentals On Demand (Vancouver) |
IT Service Management (ITSM) is a concept that involves the 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.
This course focuses on the lifecycle and process steps for Service Catalog, Request Management, Incident Management, Problem Management, and Change Management.
Supplemental information on Configuration Management (including Common Service Data Model) and Knowledge Management, and how they are used to support the ITSM applications listed above, is also provided.
This course reflects the Vancouver release of the Now Platform®.
Mandatory Prerequisites
- Welcome to ServiceNow
- ServiceNow Administration Fundamentals
Cancellation and Rescheduling
Please see the Cancellation and Rescheduling PolicyPLEASE BE ADVISED: SUPPORT IS NOT AVAILABLE FOR THIS SELF-PACED COURSE.
IT Service Manageent Fundamentas on Demand with the Vancouver release content.
Objective
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, authorize, plan, and implement a change