All You Need to Know About ITSM Processes In ServiceNow

Explore the fundamentals of ITSM and ITIL, including incident, change, and problem management, through the story of John, and learn basic navigation in ServiceNow.

Explore how IT service management governs IT services, from issues to requests, and how ITIL provides best practices and a framework for ITSM processes.

Explore the basics of the ServiceNow user interface, including the banner, left navigation, center content, and how to navigate incidents and changes with lists, forms, and filters.

Explore core ITSM concepts and ITIL foundations, illustrated through the story of John, and learn the key ITSM modules—incident, change, and problem—and basic navigation in ServiceNow.

Explore incident management in ServiceNow ITSM: raise, assign, and resolve incidents; manage categories, configuration items, and notifications, with knowledge base search and the critical incidents map.

Explore how service level agreements, OLAs, and underpinning contracts govern incident resolution in ServiceNow, using start, stop, and post conditions, and measure business elapsed time.

Learn problem management in ServiceNow by distinguishing incidents, subproblems, and problems, and using knowledge articles and dashboards to track known status.

Explore how to manage change requests through standard, normal, and emergency changes, using templates, risk assessment, approvals, cab, and a calendar view to plan deployments.

Explore configuration items and the CMDB structure, including base and extended classes. Learn how servers and networks extend from a base item and connect to incidents and changes.

Explore how catalog items power ITSM requests in ServiceNow, including catalogs, categories, and items. Learn how end users submit requests, view items, and trigger approvals and workflows via catalog items.

Learn how record producers empower end users in ServiceNow to create incidents and change requests from the self-service catalog, mapping variables to fields and automating record creation.

Explore how the order guide groups catalog items for onboarding, enables creating and submitting requests, and uses variables with cascading data across items to support IT service workflows.

Learn to create and attach a service catalog workflow in ServiceNow, using the requested item table, adding begin and end tasks, configuring a catalog task, publishing, and tracking completion.

Master knowledge management in ServiceNow by creating knowledge bases, categories, and articles. Track article states from draft and review to publish or retire with admin and end-user perspectives.