ServiceNow IT Service Management (ITSM) Fundamentals (ITSMF)
About This Course
IT Service Management (ITSM) involves delivering reliable, efficient and effective IT services to customers and users. This course introduces core ServiceNow ITSM process lifecycles and shows how ServiceNow ITSM applications support service delivery, issue resolution and continual service improvement.
Through practical exposure to Service Catalog and Request Fulfilment, Incident Management, Problem Management and Change Management, participants will learn how to apply continuous improvement strategies to optimise cost, task efficiency and the effectiveness of IT processes, procedures and services across the organisation.
• Service Catalog and Request Fulfillment
• Incident Management
• Problem Management
• Change Management
What You'll Learn
• Create and work records through each covered ITSM application lifecycle to support consistent service delivery and process execution.
• Demonstrate how each application lifecycle supports different personas in identifying service gaps, resolving issues and improving service outcomes.
• Articulate the value and baseline features of the ITSM applications in improving cost efficiency, task productivity and process effectiveness.
• Apply continuous improvement thinking when considering key decisions for using and implementing ServiceNow ITSM applications.
• Plan for the long-term maturation of an ITSM practice by using ServiceNow capabilities to improve processes, procedures and services across the organisation.
Entry Requirements
Attended Welcome to ServiceNow course, Be able to speak, listen, read and write English at a proficiency level equivalent to the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 6.