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IT Service Management Implementation Course Overview

IT Service Management Implementation Course Overview

The IT Service Management (ITSM) Implementation course is designed to provide learners with an in-depth understanding of ITSM best practices and principles, along with practical skills for implementing ITSM processes using ServiceNow. This course covers a wide range of topics, from the fundamentals of ITSM to specific modules such as incident, problem, and Change management.

By the end of the course, learners will be equipped with the knowledge to effectively set up, manage, and maintain IT services using ServiceNow's ITSM tools. This involves hands-on labs that allow learners to apply concepts in real-world scenarios, enhancing their practical skills. Successful completion of the course will prepare participants for the ServiceNow ITSM implementation certification, ensuring they have the credentials to back their expertise.

The ServiceNow ITSM implementation training is structured to provide a comprehensive learning path from foundational concepts to advanced management techniques, making it ideal for IT professionals looking to specialize in ITSM or organizations aiming to adopt ServiceNow ITSM solutions.

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Course Prerequisites

To ensure that learners can successfully undertake training in the IT Service Management (ITSM) Implementation course and fully benefit from its content, the following minimum prerequisites are recommended:

 

  • A basic understanding of IT concepts and terminology, which will help in grasping ITSM-related topics.
  • Familiarity with general IT operations and the role of IT within organizations, to contextualize the ITSM processes and practices.
  • Some exposure to IT service support and delivery processes, although detailed prior knowledge is not necessary.
  • An interest in improving IT services and understanding the value ITSM can bring to an organization.
  • Willingness to engage with both theoretical concepts and hands-on lab exercises, for a well-rounded learning experience.

 

Please note that while prior experience with ITSM frameworks (like ITIL®) and standards can be beneficial, it is not a strict requirement for this course. The course is designed to introduce ITSM principles to those who may be new to the field, as well as to enhance the knowledge of those with some background.

RoadMaps

IT Service Management Fundamentals
IT Service Management Implementation

Target Audience for IT Service Management (ITSM) Implementation

The ITSM Implementation course is designed for professionals involved in managing and improving IT services.

  • IT Managers and Directors
  • IT Service Managers
  • IT Consultants
  • IT Support and Operations Personnel
  • Quality Managers
  • IT Project Managers
  • IT Auditors
  • Business Managers responsible for IT services
  • Process Owners and Practitioners
  • System Administrators
  • IT Infrastructure Managers
  • Configuration Managers
  • Change Managers
  • Release Managers
  • Problem and Incident Managers
  • Service Portfolio Managers
  • Knowledge Managers
  • Data Center Managers
  • Network Managers
  • Security Managers
  • IT Outsourcing Managers
  • IT Procurement Managers
  • IT Governance and Compliance Managers
  • IT Professionals aiming to transition into IT service management roles
  • Professionals seeking to learn about ITIL, COBIT, and other ITSM frameworks and standards

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

Introduction to ITSM Implementation Course Learning Outcomes:

This course provides a comprehensive understanding of IT Service Management implementation, focusing on key principles, frameworks, and practical application within IT environments.

Learning Objectives and Outcomes:

  • Gain insight into ITSM fundamentals and appreciate the importance of ITSM in supporting and transforming IT services.
  • Understand the various ITSM frameworks and standards, such as ITIL®, to establish a structured approach to service management.
  • Learn how to effectively manage and maintain a Configuration Management Database (CMDB) and utilize the Common Service Data Model (CSDM).
  • Acquire the skills to create and manage dynamic Configuration Item (CI) groups and identify principal CI classes through hands-on labs.
  • Develop competency in Service Portfolio Management, including creating and managing service portfolios.
  • Understand the architecture and scoping of Service Catalog and Request Management, and learn how to create catalog items and order guides.
  • Master Knowledge Management practices, including creating and importing knowledge articles to support IT services.
  • Explore Incident Management processes and learn how to configure SLAs, notifications, and surveys to optimize incident response.
  • Delve into Problem Management, understanding the lifecycle and administration, and learn how to manage known errors and workarounds.
  • Learn Change and Release Management procedures, including risk assessment, change models, and setting up Change Advisory Board (CAB) meetings.

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