Working with ServiceNow ITSM

Explore ITSM, the framework to implement and deliver IT services that meet business needs, and learn its four pillars: users, services, quality, and cost with ServiceNow.

Explore the ITSM framework and ITIL as best-practice guides for delivering IT services, compare ITIL with ITSM to clarify focus and definitions, and preview ServiceNow usage.

Discover how ServiceNow, a cloud-based platform as a service, lets you manage projects, teams, and customer interactions with ITSM, ITOM, and HR apps, while automating workflows, with high customizability.

Understand why you need a personal developer instance (PDI) and learn how to sign up on developer.servicenow.com, verify your email, and access the instance UI and guided applications.

Explore the next experience user interface in ServiceNow, and navigate the unified navigation header, content frame, favorites, history, workspaces, admin, and global search.

Master the incident management process in ITSM, from end-user reporting and helpdesk escalation to restoring service per SLA, distinguishing regular from major incidents, using ServiceNow and knowledge articles.

Demonstrates end-to-end incident management in ServiceNow ITSM, building a new incident, filling fields from category to state, and auto-calculating priority by impact and urgency, with knowledge articles and contextual search.

Learn major incident management, how it differs from regular incidents, and how an incident manager coordinates event management, P1/P2 tickets, outsourcing, and root-cause analysis with assignment groups and stakeholders.

Learn to install and enable the major incident management plugin in ServiceNow, run an end-to-end process, promote or demote incidents, and use the workbench for communications and resolution.

Explore problem management in ITSM by discovering root causes, differentiating reactive and proactive approaches, and applying known errors, workarounds, and changes to prevent incidents.

Navigate ServiceNow ITSM to demonstrate the end-to-end problem management lifecycle, creating problem records from incidents or changes and coordinating root cause analysis, tasks, and knowledge.

Learn how service request fulfillment manages the lifecycle of user requests from trigger to delivery, using service catalogs, workflows, approvals, and supplier and configuration management in ServiceNow ITSM.

Explore how service requests flow from the end-user service portal to backend fulfillers, through approvals, procurement, delivery, and final close, with stages updating to completed in ServiceNow ITSM.

Explore the change management process, including life cycle control, impact assessment, authorization, and the standard, normal, and emergency changes, with ServiceNow demonstrations.

Learn how cmdb and csdm define configuration items, relationships, and service data modeling, and see how discovery, import, and manual creation populate the database in ServiceNow.

Demonstrates creating cmdb CI items—a hard drive, a database, and a Udemy employees service—and building a schema map with parent-child relationships to illustrate cmdb csdm concepts.

Delve into the knowledge management process that gathers, analyzes, stores, and shares information to empower end users and fulfillers with timely knowledge articles in a knowledge base.

Create and manage knowledge bases and articles in ServiceNow, assign owners and managers, publish or retire content, and support end users and helpdesk agents.

Learn how service level management negotiates, monitors, and reports on service level agreements, organization level agreements, and underpinning contracts to improve IT service quality, featuring examples and a ServiceNow demonstration.

Configure a ServiceNow ITSM SLA for the incident table and set notifications at 50, 75, and 100 percent. Validate retroactive start, pause, and stop conditions, and create breach reports.

Close this course by recognizing your completion and recalling ITSM processes and ServiceNow basics learned. Take the brief ITSM quiz afterward to reinforce your knowledge.