{"product_id":"servicenow-it-service-management-itsm-fundamentals-training","title":"ServiceNow IT Service Management (ITSM) Fundamentals Training","description":"\u003cdiv\u003e\u003cp\u003eIT Service Management (ITSM) is a concept that involves delivering 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.\u003c\/p\u003e\u003c\/div\u003e\u003cdiv\u003e\n\u003ch3\u003eServiceNow IT Service Management (ITSM) Fundamentals Training Benefits\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cdiv\u003e\n\u003cp paraeid=\"{8fb56f89-cbc3-4749-a927-b46d9533240c}{167}\" paraid=\"738578358\"\u003e\u003cspan xml:lang=\"EN-US\" data-contrast=\"auto\"\u003e\u003c\/span\u003e\u003cstrong\u003eIn this course you will\u003c\/strong\u003e:\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eCreate and work records through each of the covered ITSM application lifecycles.\u003c\/li\u003e\n\u003cli\u003eDemonstrate each application lifecycle from a persona viewpoint.\u003c\/li\u003e\n\u003cli\u003eArticulate the value and baseline features of each of the ITSM applications.\u003c\/li\u003e\n\u003cli\u003eBegin considering key decisions to be made during the use and implementation of ServiceNow ITSM applications.\u003c\/li\u003e\n\u003cli\u003eStart thinking about the long-term goal of maturing an ITSM practice in ServiceNow.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003c\/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cb\u003eMandatory Prerequisites\u003c\/b\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003ca target=\"_blank\" href=\"https:\/\/learning.servicenow.com\/lxp\/en\/now-platform\/welcome-to-servicenow?id=learning_course_prev\u0026amp;course_id=2f61d383475cf95890542034846d4307\" rel=\"nofollow noopener\" title=\"ServiceNow Learning\"\u003eWelcome to ServiceNow\u003c\/a\u003e\n\u003cul\u003e\n\u003cli\u003e(On Demand)\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003cli\u003eServiceNow Administration Fundamentals (SNAF) Training\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eRecommended Prerequisites\u003c\/b\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003ca target=\"_blank\" href=\"https:\/\/learning.servicenow.com\/lxp\/en\/now-platform\/get-started-with-now-create?id=learning_course_prev\u0026amp;course_id=f13a1e8ddb6890503e73166e139619a7\" rel=\"nofollow noopener\" title=\"ServiceNow\"\u003eGet Started with Now Create\u003c\/a\u003e\n\u003cul\u003e\n\u003cli\u003e(On Demand)\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003cli\u003eServiceNow Platform Implementation Training\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\u003ch3\u003eServiceNow ITSM Fundamentals Course Outline\u003c\/h3\u003e\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eLearning Objectives\u003c\/h4\u003e\n\u003cp\u003e\u003cb\u003eModule 1: Introduction to Core ITSM Applications \u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eObjectives \u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eDefine applications, roles, and personas used to support IT service management (ITSM) processes on the ServiceNow platform\u003c\/li\u003e\n\u003cli\u003eIdentify how the ServiceNow ITSM applications support IT services and end-user customer experiences\u003c\/li\u003e\n\u003cli\u003eDescribe the ServiceNow Common Service Data Model (CSDM) and how it supports ServiceNow ITSM applications\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eAgenda: \u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eIT Service Management Overview\u003c\/li\u003e\n\u003cli\u003eIT Service Management Applications\u003c\/li\u003e\n\u003cul type=\"circle\"\u003e\n\u003cli\u003eLab 1.2.1 Verify the ITSM environment\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cli\u003eIT Service Management Process Architecture\u003c\/li\u003e\n\u003cli\u003eIT Service Management Architecture\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eModule 2: Operate IT Services\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eObjectives \u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eExplain the Service Catalog and its relationship to Request Management\u003c\/li\u003e\n\u003cli\u003eUse the ServiceNow platform to submit, approve, fulfill, and close a request\u003c\/li\u003e\n\u003cli\u003eIdentify the data structure and roles that support the Request Management process\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eAgenda: \u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eOverview\u003c\/li\u003e\n\u003cli\u003eService Catalog\u003cbr\u003e\u003cbr\u003e\n\u003c\/li\u003e\n\u003cul type=\"circle\"\u003e\n\u003cli\u003eActivity: Find the ITSM elements\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cli\u003eRequest Management\u003c\/li\u003e\n\u003cul type=\"circle\"\u003e\n\u003cli\u003eSubmittal\u003c\/li\u003e\n\u003cli\u003eApproval\u003c\/li\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eLab 2.3.1 Verify Service Catalog request and approval capabilities\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cli\u003eFulfillment\u003c\/li\u003e\n\u003cli\u003eClosure\u003c\/li\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eLab 2.3.2 Verify Request Fulfillment tracking capabilities\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eModule 3: Maintain IT Services\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eObjectives \u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eExplain Incident Management and Problem Management and their relationship to other key ITIL processes\u003c\/li\u003e\n\u003cli\u003eUse the ServiceNow platform to create, manage, and resolve incidents and problems\u003c\/li\u003e\n\u003cli\u003eIdentify the application roles, personas, and architecture that support Incident and Problem Management\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eAgenda: \u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eOverview\u003c\/li\u003e\n\u003cli\u003eIncident Management\u003cbr\u003e\u003cbr\u003e\n\u003c\/li\u003e\n\u003cul type=\"circle\"\u003e\n\u003cli\u003eCreation and classification\u003c\/li\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eLab 3.2.1 Verify incident record creation capabilities\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cli\u003eInvestigation and diagnosis\u003c\/li\u003e\n\u003cli\u003eResolution and closure\u003c\/li\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eLab 3.2.2 Verify incident tracking and resolution capabilities\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cli\u003eProblem Management\u003c\/li\u003e\n\u003cul type=\"circle\"\u003e\n\u003cli\u003eDetection and logging\u003c\/li\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eLab 3.3.1 Verify problem record creation capabilities\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cli\u003eInvestigation and diagnosis\u003c\/li\u003e\n\u003cli\u003eResolution and closure\u003c\/li\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eLab 3.3.2 Verify problem tracking and resolution capabilities\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eModule 4: Improve IT Services\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eObjectives \u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eUse the ServiceNow platform to create, manage, and close a change request\u003c\/li\u003e\n\u003cli\u003eIdentify application roles, personas, and process lifecycles that support Change Management\u003c\/li\u003e\n\u003cli\u003eIdentify other platform features and applications that increase the productivity and efficiency of the ITSM solutions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eAgenda: \u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eOverview\u003c\/li\u003e\n\u003cli\u003eChange Management\u003cbr\u003e\u003cbr\u003e\n\u003c\/li\u003e\n\u003cul type=\"circle\"\u003e\n\u003cli\u003eRecord and review\u003c\/li\u003e\n\u003cli\u003eAssess and evaluate\u003c\/li\u003e\n\u003cli\u003eAuthorize\u003c\/li\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eLab 4.2.1 Verify change creation and authorization capabilities\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cli\u003ePlan and implement\u003c\/li\u003e\n\u003cli\u003eReview and close\u003c\/li\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eLab 4.2.2 Verify change request tracking and closure capabilities\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cli\u003eMature ITSM\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cb\u003eModule 5: ITSM Fundamentals Recap\u003c\/b\u003e\u003c\/p\u003e\n\u003c\/div\u003e","brand":"ServiceNOW","offers":[{"title":"266C87US \/ 2026-06-17T09:00:00 \/ Online","offer_id":45707848810657,"sku":"US-2531-IL","price":0.0,"currency_code":"USD","in_stock":true}],"url":"https:\/\/ltree-wmata-dev.myshopify.com\/products\/servicenow-it-service-management-itsm-fundamentals-training","provider":"Learning Tree International","version":"1.0","type":"link"}