ServiceNow ITSM from 0 to Hero

Explore how ITSM implements, manages, and delivers IT services to meet business needs, guided by four pillars: users, services, quality, and cost, and it bridges IT staff and customers.

Explore the ITSM framework and key differences between ITIL and ITSM, including ITIL's framework of best practices for delivering IT services and ITSM's business focus.

Explore ServiceNow, a cloud based platform as a service that streamlines projects, teams, and customer interactions through apps like IT service management, HR, and IT operations, boosting efficiency and productivity.

Discover why you need a personal developer instance for learning, testing, or interview prep, then sign up for a free ServiceNow PDI and explore common user interfaces.

Discover the next experience user interface in ServiceNow, featuring unified navigation, content frame, favorites, history, workspaces, admins, and global versus scoped applications.

Explore the incident management process in IT service management, including definitions, personas, a real-life use case, and end-to-end diagrams to restore normal service quickly.

Demonstrate the end-to-end incident management workflow in ServiceNow, exploring the incident form fields, state and priority logic, contextual search, knowledge articles, and resolution steps.

Explore major incident management in ServiceNow, from defining major incidents to coordinating multi-team responses under high business impact, including the role of the major incident manager.

Learn to install and activate the major incident management plugin in ServiceNow, walk through the end-to-end process, promote incidents to major status, and use the workbench for summaries and communications.

Learn how problem management minimizes incident impact and prevents recurrence via root-cause analysis. Explore reactive and proactive handling, known errors, and the roles of problem, incident, change managers.

Navigate the end-to-end problem management lifecycle in ServiceNow ITSM and learn three methods to create a problem record—from incidents, changes, or by creating a new one.

This demo shows end users submitting service catalog requests via the service portal and fulfillers handling tasks in the backend, illustrating approval flows, stock checks, deliveries, and final closure.

Explain the change management process in ITSM using ServiceNow, detailing the change lifecycle, categories (standard, normal, emergency), CAB and ICAP approvals, and real-world use cases.

Explore change management in ServiceNow from problem to change, including creating normal changes from incidents, field mappings, approvals, scheduling, cab review, and standard change templates.

Demonstrate CMDB and CSDM basics in ServiceNow, explaining configuration items, relationships, and key personas; explore discovery, import, and manual CI creation, plus health KPIs like completeness, correctness, and compliance.

Demonstrates cmdb and csdm by creating a hard drive, a database, and an Udemy employees placeholder. Link them with a schema map to illustrate dependencies.

Understand the knowledge management process and how knowledge articles in a knowledge base empower end users and fulfillers through publishing, reviewing, and retiring workflows.

Develop and publish knowledge bases and articles in ServiceNow, assign owners and managers, and test visibility in the service portal and incident forms.

Explore service level management (slm) within it service management and learn how service level agreements (sla), ola, and underpinning contracts are negotiated, monitored, and reported to improve service quality.

Create and configure ServiceNow SLA in ServiceNow ITSM, learn to set start, stop, and pause conditions, configure breach timing and notifications, and use reporting and dashboards to monitor SLA performance.

Explore how release management plans, tests, and deploys changes to production, using unit testing, QA, UAT, and CAB reviews to minimize risk and improve reliability.

Learn to manage releases in ServiceNow by using change management as the release workflow, create a release container, add tasks across planning, implementation, and review, and handle approvals and deployments.

Discover itsm in ServiceNow from foundations to hands-on demos, covering incident management, major incident and problem management, change, service catalog, cmdb, slas and olas, and flow designer with predictive intelligence.