IT Service Management (ITSM) Fundamentals On Demand
10 Hours 35 Minutes

IT Service Management (ITSM) Fundamentals On Demand

Learn about IT Service Management (ITSM) Fundamentals

Achievements

By completing this Course you will achieve the following:

About this Course

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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

Cancellation and Rescheduling

Please see the Cancellation and Rescheduling Policy

PLEASE BE ADVISED: SUPPORT IS NOT AVAILABLE FOR THIS SELF-PACED COURSE.

 

Release Notes

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