IT Service Management (ITSM) Fundamentals Course Overview

Certainly! Here are the minimum required prerequisites for successfully undertaking the IT Service Management (ITSM) Fundamentals course:

• Basic understanding of IT services and their significance within an organizational context.
• Familiarity with general IT terminologies and concepts such as servers, databases, networks, and software applications.
• Some awareness of IT service management processes and best practices, although in-depth knowledge is not required.
• Basic computer literacy and the ability to navigate through software interfaces.
• Willingness to engage with the ServiceNow platform and follow guided instructions within the training environment.

These prerequisites are designed to ensure that all participants start the course with a foundational knowledge base that will enable them to fully benefit from the ITSM Fundamentals training.

Target Audience for IT Service Management (ITSM) Fundamentals

The ITSM Fundamentals course equips professionals with essential skills to manage and operate IT services using ServiceNow.

• IT Service Managers
• ServiceNow Administrators and Developers
• Incident and Problem Managers
• Change and Release Managers
• IT Operations Staff
• IT Support Staff
• Process Owners and Practitioners
• System Analysts
• IT Consultants
• ITSM Implementation Specialists
• Quality Analysts
• Professionals aiming for ITIL certification

Learning Objectives - What you will Learn in this IT Service Management (ITSM) Fundamentals?

1. Introduction: The ITSM Fundamentals course provides comprehensive knowledge on utilizing ServiceNow for effective IT Service Management, covering core ITSM applications, incident, problem, change, and release management processes, and more.

2. Learning Objectives and Outcomes:

• Gain an understanding of ServiceNow ITSM's importance and how it supports IT service delivery and management.
• Develop proficiency in navigating the ServiceNow interface and utilizing its ITSM role-based functionalities.
• Learn to operate IT services using ServiceNow's Service Catalog and Incident Management applications, including creating and handling incidents.
• Understand the Problem Management process, including creating, confirming, resolving problems, and interpreting related KPIs and reports.
• Acquire skills to maintain IT services by effectively managing incidents and employing best practices for classification and resolution.
• Explore methods to improve IT services through Change Management, including creating, assessing, and managing change requests and working with the Change Advisory Board (CAB).
• Become familiar with Release Management concepts and the role it plays in the ITSM lifecycle within the ServiceNow platform.
• Master Knowledge Management capabilities, such as creating and approving knowledge articles and managing the knowledge base.
• Learn to configure and manage Service Catalog items and understand the Request Management process to enhance user experience.
• Understand the structure and maintenance of ServiceNow's CMDB and gain insights from the CMDB Health Dashboard.
• Explore the integration of ChatGPT with ServiceNow for optimizing Incident Management and enhancing IT support through AI.