Service Now IT Service Management Certification Training Course Overview

Enroll for 5-day Service now IT service management certification training course from Koenig Solutions accredited by Service now. 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.

Through a blend of hands-on labs and interactive lectures, major focuses would be on the baseline capabilities, security and architecture of these ITSM applications and processes:

  1. Incident Management
  2. Change Management
  3. Service Catalog and Request Fulfillment
  4. Problem Management 5. Information on Configuration Management, Knowledge Management, Release Management and how they are used to support the ITSM applications listed above, is also provided.

ServiceNow ITSM Certification Training (Duration : 40 Hours) Download Course Contents

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Course Modules

Module 1: Baseline Application Functionality
  • Basic and advanced features in baseline installation of the current release
  • Functionality and features added or changed in the current release
  • State model and default process flow
  • Basic and advanced operations performed by users and the system
Module 2: Architecture and Security
  • Key tables used in the application
  • Relationships among application tables
  • Roles and default Access Controls
  • Primary application components (Script Includes, Business Rules, etc.)
  • Integration capabilities
Module 3: Business Cases / Use Cases
  • Value proposition
  • Key Performance Indicators and Benchmarks
  • Selection of appropriate features and functions to meet business requirements
Module 4: Proven Practices for Implementation
  • Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability
  • Implementation solutions that work in conjunction with baseline application functionality
Module 5: Learning Domain % of Exam
  • Incident Management 25%
  • Problem Management 15%
  • Change and Release Management 25%
  • Knowledge Management 5%
  • Request Fulfillment 25%
  • Configuration Management Database 5%
  • Total 100%
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Course Prerequisites
  • ServiceNow Fundamentals
  • Familiarity with basic ServiceNow platform features, such as:
  • ServiceNow user interface (UI), iconography, and user settings
  • UI navigation
  • List management
  • Platform security model that explains how ServiceNow roles determine what a user can access, create, update, and delete.

Target Audience:

Anyone who will be working on a Servicenow IT service management.

Learning Objectives

  • After completing this course, you will be able to:
  • To create and work records through each of the covered ITSM application lifecycles
  • Demonstration of each application lifecycle from a persona viewpoint
  • To articulate the value and baseline features of each of the ITSM applications
  • Knowledge about the key decisions to be made during the implementation of these ServiceNow ITSM applications
  • Getting introduced to ServiceNow Performance Analytics