ServiceNow IT Service Management (ITSM) Fundamentals
- Référence SNITSMF
- Durée 2 jour(s)
- Langue Anglais
Modalité pédagogique
Classe inter à distance Prix
EUR1 790,00
hors TVA
Demander une formation en intra-entreprise S'inscrireModalité pédagogique
La formation est disponible dans les formats suivants:
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Classe inter à distance
Depuis n'importe quelle salle équipée d'une connexion internet, rejoignez la classe de formation délivrée en inter-entreprises.
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E-Learning
Pour cette formation, il existe aussi un produit d’auto-formation en ligne. Nous consulter.
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Classe inter en présentiel
Formation délivrée en inter-entreprises. Cette méthode d'apprentissage permet l'interactivité entre le formateur et les participants en classe.
Demander cette formation dans un format différent
Résumé
Haut de pageLearn core ServiceNow ITSM process lifecycles and the value of ServiceNow ITSM applications for managing IT Services.
IT Service Management (ITSM) is a concept that involves delivery of IT services to customers and users. Most IT services are centered around technology and the support and maintenance activities that must occur to operate and maintain the technology.
In this course users will learn core ServiceNow ITSM process lifecycles and the value of ServiceNow ITSM applications for managing IT Services.
This Course focuses on the baseline capabilities and the touch points between these ITSM applications and processes: Service Catalog and Request Fulfillment - Incident Management - Problem Management - Change Management
This course also provides general information on ITSM supporting applications, such as Configuration Management and Knowledge Management, as well as ITSM Professional applications.
Virtual Learning
This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.
Prochaines dates
Haut de page-
- Modalité: Classe inter à distance
- Date: 16-17 mai, 2024
- Centre: SITE DISTANT
- Langue: Anglais
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- Modalité: Classe inter à distance
- Date: 28-29 mai, 2024
- Centre: SITE DISTANT
- Langue: Anglais
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- Modalité: Classe inter à distance
- Date: 13-14 juin, 2024
- Centre: SITE DISTANT
- Langue: Anglais
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- Modalité: Classe inter à distance
- Date: 24-25 juin, 2024
- Centre: SITE DISTANT
- Langue: Anglais
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- Modalité: Classe inter à distance
- Date: 04-05 juillet, 2024
- Centre: SITE DISTANT
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- Modalité: Classe inter à distance
- Date: 11-12 juillet, 2024
- Centre: SITE DISTANT
- Langue: Anglais
Public
Haut de pageThis IT Service Management (ITSM) Fundamentals course is designed for customers, partners, and ServiceNow employees who will be administering ServiceNow and/or working on a ServiceNow implementation of ITSM applications and need to understand the lifecycle and inter-dependencies of ServiceNow ITSM applications from a persona perspective.
Objectifs de la formation
Haut de pageAt the end of this course, students will have the resources, knowledge, and experience necessary to:
- Create and work records through each of the covered ITSM application lifecycles
- Demonstrate each application lifecycle from a persona viewpoint
- Articulate the value and baseline features of each of the ITSM applications
- Begin considering key decisions to be made during the implementation of ServiceNow ITSM applications
- Start thinking about the long-term goal of maturing an ITSM practice in ServiceNow
Demonstrations
Multiple demonstrations are provided throughout the course to aid students in visualizing the lecture concepts.
Structured Discussions
Though classroom discussion will occur throughout the course, several specific discussion points have been identified within the course to aid students in increasing comprehension of the material as well as to aid in applying the concepts learned to their individual roles and organizations.
Hands-On
Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience. Exercises are performed in a personal dedicated training instance.
Group Activities
Several instructor-led group activities such as knowledge checks, concept reviews, and open discussions are embedded throughout the course flow. Participants are able to validate their newly acquired knowledge as well as benefit from real-life business scenarios shared by fellow students.
Differentiators
Unlike ServiceNow Fundamentals, which has a broader focus on the platform, the ServiceNow ITSM Fundamentals course is focused on providing attendees with the skills necessary to manage service requests, changes, incidents, and problems within the ServiceNow platform.
Unlike videos on YouTube, which offer no student interaction or hands-on exercises and may reflect older versions of the platform, the ServiceNow ITSM Fundamentals course is up-to-date, in-depth, and aligned with common and practical configuration and usage scenarios and challenges.
Course Flow
During this two-day interactive training course, students access the ServiceNow platform and the ITSM applications in their own student instance, which is a “safe sandbox” loaded with demo and test data.
The course weaves a scenario throughout to present real-world application of ITSM practices. The class features lecture, demonstrations, structured and open discussions, as well as extensive hands-on practice and reinforcement delivered in a variety of labs.
Programme détaillé
Haut de pageModule 1: Introduction to Core ITSM Applications
Objectives of Module 1:
- Define applications, roles, and personas used to support IT service management (ITSM) processes on the ServiceNow platform
- Identify how the ServiceNow ITSM applications support IT services and end-user customer experiences
Agenda:
- IT Service Management Overview
- IT Service Management Process Architecture
- IT Service Management Applications Overview
o Lab 1.1 Verify the ITSM environment
Module 2: Operate IT Services
Objectives of Module 2:
- Explain the Service Catalog and its relationship to Request Management
- Use the ServiceNow platform to submit, approve, fulfill, and close a request
- Identify the data structure and roles that support the Request Management process
Agenda:
- Overview
- Service Catalog
o Activity: Find the ITSM Elements
- Request Management
o Submittal
o Approval
Lab 2.1 Verify Service Catalog request and approval capabilities
o Fulfillment
o Closure
Lab 2.2 Verify Request Fulfillment tracking capabilities
Module 3: Maintain IT Services
Objectives of Module 3:
- Explain Incident Management and Problem Management and their relationship to other key ITIL processes
- Use the ServiceNow platform to create, manage, and resolve incidents and problems
- Identify the application roles, personas, and architecture that support Incident and Problem Management
Agenda:
- Overview
- Incident Management
o Creation and classification
Lab 3.1 Verify incident record creation capabilities
o Investigation and diagnosis
o Resolution and closure
Lab 3.2 Verify incident tracking and resolution capabilities
- Problem Management
o Detection and logging
o Investigation and diagnosis
o Resolution and closure
Lab 3.3 Verify problem tracking capabilities
Module 4: Improve IT Services
Objectives of Module 4:
- Use the ServiceNow platform to create, manage, and close a change request
- Identify application roles, personas, and process lifecycles that support Change Management
Agenda:
- Overview
- Change Management
o Record and review
o Assess and evaluate
o Authorize
Lab 4.1 Verify change creation and authorization capabilities
o Plan and implement
o Review and close
Lab 4.2 Verify change request tracking and closure capabilities
Module 5: Mature IT Service Management
Objectives of Module 5:
- Identify other platform features that increase the productivity and efficiency of the ITSM solution
- Recognize ITSM Professional applications and their value in maturing and ITSM solution
Pré-requis
Haut de pageNo prerequisite
- <p>Les formations Servicenow sont délivrées par l’éditeur, en anglais ou en français. Contactez-nous pour <a href="mailto:info@globalknowledge.fr?subject=Informations%20ServiceNow" data-mce-href="mailto:info@globalknowledge.fr?subject=Informations%20ServiceNow">en savoir plus</a></p> #000000
- <table style="width: 100%; border-collapse: collapse; border-style: solid; border-color: #141c36; float: left;" border="3" cellspacing="2" cellpadding="5" data-mce-style="width: 100%; border-collapse: collapse; border-style: solid; border-color: #141c36; float: left;"><tbody><tr><td style="width: 100%;" data-mce-style="width: 100%;"><p style="text-align: left;" data-mce-style="text-align: left;"><strong><span style="color: #141c36;" data-mce-style="color: #141c36;">Délais d’inscription</span></strong></p><hr /><p style="text-align: left;" data-mce-style="text-align: left;">Avant le début de la formation <strong>jusqu’à 5 jours ouvrés sous réserve de disponibilité </strong>sauf dans le cas d'un financement <a title="compte CPF" href="https://www.globalknowledge.com/fr-fr/formations/compte-personnel-de-formation-cpf" data-mce-href="https://www.globalknowledge.com/fr-fr/formations/compte-personnel-de-formation-cpf">CPF,</a> jusqu'à 11 jours ouvrés. <a rel="noopener noreferrer" title="formations éligibles CPF" href="mailto:cpf@globalknowledge.fr" target="_blank" rel="noopener noreferrer" data-mce-href="mailto:cpf@globalknowledge.fr">Contactez-nous</a> pour connaître les formations éligibles.</p></td></tr></tbody></table><p><br /></p>
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- SNITSMF
- ServiceNow IT Service Management (ITSM) Fundamentals
- Gouvernance des SI
- SNITSMF | ServiceNow IT Service Management (ITSM) Fundamentals | Training Course | ServiceNow.
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