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Table of Contents
What you will learn in this Free Udemy Course
- Fundamentals of IT Service Management (ITSM)
- Key features and functionalities of the ServiceNow platform
- How ServiceNow supports ITSM processes
- ITSM Processes in ServiceNow
- Purpose and scope of incident management
- Purpose and scope of problem management
- Purpose and scope of change management
- Purpose and scope of request management
- Purpose and scope of service level management
- Purpose and scope of configuration management
- Purpose and scope of knowledge management
- Purpose and scope of service catalog management
- Preparation for the CIS ITSM Examination
- and much more
What you will get in this Free Udemy courses?
Requirements
- Willingness or Interest to learn about ServiceNow ITSM and Preparation for the CIS ITSM Exam.
Description
IMPORTANT before enrolling:
This course is not intended to replace studying any official vendor material for certification exams, is not endorsed by the certification vendor, and you will not be getting the official certification study material or a voucher as a part of this course.
This comprehensive course, “Mastering IT Service Management with ServiceNow: Comprehensive Training on Core Concepts and Best Practices,” is designed to provide an in-depth understanding of IT Service Management (ITSM) using the ServiceNow platform.
ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) is a professional certification designed for individuals who have experience configuring, implementing, and managing IT Service Management (ITSM) processes on the ServiceNow platform. This certification validates the skills and knowledge required to successfully implement and maintain the core ITSM processes within ServiceNow.
The course begins with an introduction to ITSM, highlighting its key principles and benefits. Participants will gain a solid foundation in the ServiceNow platform, exploring its key features and functionalities.
The course delves into the core concepts of ITSM, examining frameworks such as ITIL, COBIT, and ISO/IEC 20000, and explaining how these standards integrate with ServiceNow. Participants will learn about critical ITSM processes within ServiceNow, including Incident Management, Problem Management, Change Management, and Request Management. Each of these areas is covered in detail, from their purpose and scope to their lifecycle stages and best practices.
In the Incident Management module, participants will understand the purpose and scope of incident management, key concepts and definitions, and the stages of incident management, including incident prioritization and categorization. The course will also cover best practices for handling incidents effectively and address common challenges and solutions.
The Problem Management module focuses on the purpose and scope of problem management, key concepts and definitions, and the stages of the problem management lifecycle, including root cause analysis. Participants will learn preventive measures and effective problem resolution techniques.
The Change Management section covers the purpose and scope of change management, key concepts and definitions, and the stages of change management. It also explains the different change types and categories, managing change requests, and minimizing risk and impact.
Request Management is explored through understanding its purpose and scope, key concepts and definitions, and the stages of the request fulfillment lifecycle. Participants will learn about request prioritization and categorization, efficient request handling, and enhancing user satisfaction.
The course also covers Service Level Management, focusing on its purpose and scope, key concepts and definitions, and creating and managing Service Level Agreements (SLAs). Participants will learn how to monitor and report on SLAs, ensuring service quality, and driving continuous improvement.
Configuration Management is another critical area, with modules dedicated to understanding its purpose and scope, key concepts and definitions, and the structure and components of the Configuration Management Database (CMDB). Participants will learn how to maintain the CMDB, ensure data accuracy, and utilize the CMDB effectively.
Knowledge Management is addressed by explaining its purpose and scope, key concepts and definitions, and how to create and manage knowledge articles. The course will cover structuring the knowledge base, promoting knowledge sharing, and maintaining knowledge quality.
Finally, Service Catalog Management is explored through understanding its purpose and scope, key concepts and definitions, and best practices for enhancing catalog usability and aligning with user needs.
Professionals can demonstrate their proficiency in leveraging the ServiceNow platform to optimize ITSM processes, thereby contributing to improved service management and operational efficiency within their organizations.
This course is ideal for IT professionals looking to deepen their knowledge of ITSM and leverage the power of the ServiceNow platform for effective service management.
Thank you
Who this course is for:
- ITSM managers and practitioners looking to enhance their knowledge and skills in implementing ITSM best practices.
- Individuals responsible for managing IT services and processes within their organizations.
- ServiceNow administrators responsible for configuring and maintaining the ServiceNow platform.
- Developers who build and customize ServiceNow applications to meet organizational requirements.
- Consultants who advise organizations on ITSM strategies and implementations.
- Professionals involved in the deployment and configuration of ServiceNow ITSM solutions for clients.
- System Administrators and IT Operations Staff
- Project Managers and Business Analysts
- Aspiring ITSM Professionals and ITIL Certified Professionals
- Anyone Interested in IT Service Management
How to Apply for this Free Udemy Course?
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