ServiceNow IT Service Management (ITSM) Implementation

Learn practical skills that may be applied immediately to accelerate ITSM implementations. 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), Knowledge Management, and Release Management, and how they are used to support the ITSM applications listed above, is also provided. Class participants will also receive an introduction to the ITSM Professional suite, including Performance Analytics, Continual Improvement, Vendor Manager Workspace, and Machine Learning.

Module 1: Overview and Context

Objectives 1:

• 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

Agenda 1:

• IT Service Management Positioning within the ServiceNow Framework
• Source of Information and Insight
• Customer Profile and Scenario

Module 2: Foundation Data, CMDB / CSDM and Knowledge Management

Objectives 2:

• Identify foundation data leveraged by ITSM applications
• Explore uses of Configuration Management data within ITSM applications
• Review the key Knowledge Management components and structure

Agenda 2:

• Foundation Data
• Configuration Management Database (CMDB)
• Lab 2.1 Create a CMDB Class with Attributes
• Lab 2.2 Configure and Import Configuration Items
• Knowledge Management
• Lab 2.3 Create a Knowledge Base and add it to Now Mobile
• Lab 2.4 Import Knowledge Articles

Module 3: Incident Management

Objectives 3:

• Identify baseline application functionality, security, and architecture
• Design solutions to meet requirements that maximize system quality attributes
• Implement configurations common to 80% of customer deployments

Agenda 3:

• Architecture Overview
• Scoping and Requirements
• Incident Lifecycle Configuration
• Lab 3.1 Configure Incident Entry Points
• Lab 3.2 Load Incident Categories
• Lab 3.3 Configure SLAs and Incident Notifications
• Lab 3.4 Major Incident Management and On-Call Scheduling
• Operations and Administration
• Lab 3.5 Configure Incident Surveys
• Lab 3.6 Agent Workspace
• Integrations
• Lab 3.7 Reports and Homepages

Module 4: Problem Management

Objectives 4:

• Identify baseline application functionality and application architecture
• Identify key configurations and customer decisions required for Implementation
• Implement common configurations

Agenda 4:

• Architecture Overview
• Scoping and Requirements
• Problem Lifecycle Configuration
• Lab 4.1 Create Problem Tasks Using Flow Designer
• Operations and Administration

Module 5: Change Management, Release Management, and DevOps

Objectives 5:

• Identify baseline application functionality, security, and architecture for Change Management
• Design Change Management solutions to meet requirements that maximize system quality attributes
• Understand the key components of Release Management

Agenda 5:

• Overview of Change and Release Management
• Change Management o Architecture Overview
• Scoping and Requirements
• Change Management Lifecycle Configuration
• Lab 5.1 Configure Standard Changes
• Lab 5.2 Configure Risk Assessment
• Lab 5.3 Configure Change Approvals
• Lab 5.4 Configure Change Task Completion Requirement
• Operations and Administration
• Lab 5.5 Setup Recurring CAB Meetings
• Integrations
• Release Management
• Overview and Process Integrations
• Architecture
• End to End Lifecycle

Module 6: Service Catalog and Request Management

Objectives 6:

• Identify baseline application functionality, security, and architecture
• Design solutions to meet requirements that maximize system quality attributes
• Implement configurations common to 80% of customer deployments

Agenda 6:

• Architecture Overview
• Scoping and Requirements
• Configuration
• Lab 6.1 Create a Service Catalog
• Lab 6.2 Create a Catalog Item
• Operations and Administration
• Integrations and Testing
• Lab 6.3 Create an Order Guide
• Lab 6.4 Create a Dynamic Flow
• Lab 6.5 Create a Content Item

Module 7: Service Portfolio Management

Objectives 7:

• Discuss an overview of Service Portfolio Management features available in the ITSM Standard package.
• Review the SPM user and organizational roles.
• Understand the components of a Service Portfolio in the Now Platform.
• Review the Service Owner Workspace available with the ITSM Professional suite.

Agenda 7:

• Overview
• Roles
• Taxonomy
• Components and Relationships
• Lab 7.1 Create a Service Portfolio and Taxonomy
• Service Owner Workspace
• Metrics

Module 8: ITSM Professional

Objectives 8:

• Discuss an overview of each of the ITSM Professional applications and their key features
• Understand how the ITSM Professional applications integrate with and complement one another
• Define the plugin and activation requirements for each of the ITSM Professional applications
• Discover where to find additional information on each of the ITSM Professional applications

Agenda 8:

• Performance Analytics
• Lab 8.1 Performance Analytics
• Continual Improvement Management
• Vendor Manager Workspace
• Best Practice
• Machine Learning
• Predictive Intelligence
• Virtual Agent

Module 9: Maintenance and Evolution

Objectives 9:

• 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