Servicenow It Service Management Masterclass

Learn the processes and capabilities of ServiceNow IT Service Management. Pass the ServiceNow ITSM CIS exam.

What you'll learn

Understand ServiceNow ITSM processes

Learn how to administer the ServiceNow ITSM module

Prepare for the ServiceNow ITSM CIS exam.

Gain hands on experience in ServiceNow ITSM modules

Requirements

ITIL foundation

ServiceNow CSA

Description

This course will get you up to speed with ServiceNow IT Service Management and will also help you pass the ServiceNow IT Service Management Certified Implementation Specialist exam to obtain this sought after certification.The course includes multiple quizzes, hands on labs and several hours of training videos.The course covers all the requirements for the ServiceNow ITSM CIS exam which includes the following modules:Incident ManagementProblem ManagementChange & Release ManagementKnowledge ManagementService Catalog and Request ManagementConfiguration Management DatabaseAll of the above module are covered in detailed in terms of how it is used and configured. So this course are ideal for users of the systems as well as administrators.The course will guide you through creating your own ServiceNow instance which will be used for hand on labs throughout the course.A practice test is included at the end of the course.This course does not replace the official ServiceNow training course, but is supplementary to the official curriculum.If you want to write the exam, you still need to do the official ServiceNow course and use this course to improve your chances of success.If you are not interested in writing the exam, this course will be very beneficial to get you up to speed in the workplace with ServiceNow ITSM without the need for conducting the official ServiceNow curriculum.

Overview

Section 1: Introduction

Lecture 1 Introduction

Section 2: Incident Management

Lecture 2 Introduction to Incident Management

Lecture 3 Understanding the Incident Management process steps.

Lecture 4 Logging an Incident

Lecture 5 Handling and Incident on the backend

Lecture 6 Actions on the Incident form

Lecture 7 Major Incident Management

Lecture 8 Configuring Incident Management

Section 3: Problem Management

Lecture 9 Introduction to Problem Management in ServiceNow

Lecture 10 Create and confirm a Problem

Lecture 11 Root cause analysis and Problem resolution

Lecture 12 Configuring ServiceNow Problem Management

Section 4: Change Management

Lecture 13 Introduction to Change Management

Lecture 14 Change Request State Progression

Lecture 15 Creating a Change Request

Lecture 16 Assess Change Request and submit for approval

Lecture 17 Working with the CAB process

Lecture 18 Working with Change Schedules

Lecture 19 Change Request Templates and Assignment Rules

Lecture 20 Managing Standard Changes

Section 5: Release Management

Lecture 21 Introduction to Release Management

Lecture 22 Starting with Release Management

Lecture 23 Working with Release Management

Section 6: Knowledge Management

Lecture 24 Introduction to ServiceNow Knowledge Management

Lecture 25 Searching the Knowledge Base

Lecture 26 Setup Knowledge Management Part 1

Lecture 27 Setup Knowledge Management Part 2

Lecture 28 Create and Approve a Knowledge Base Article

Lecture 29 Create Knowledge Articles using the MS Word plugin

Lecture 30 More Knowledge Management capabilities you need to be aware of.

Section 7: Service Catalog and Request Management

Lecture 31 Introduction to Service Catalog and Request Managemenet

Lecture 32 Walkthrough of the Service Catalog

Lecture 33 Setup a Service Catalog

Lecture 34 Creating Service Catalog Items and Record Producers

Lecture 35 Configuring Execution Plans and Order Guides

Lecture 36 Managing Service Requests using Agent Workspace

Section 8: Configuration Management Database

Lecture 37 Introduction to ServiceNow's CMDB

Lecture 38 Populating the CMDB

Lecture 39 Working with CMDB Baselines

Lecture 40 Understanding CI Relationships in the CMDB.

Lecture 41 Understanding the CMDB Health Dashboard

Lecture 42 Working with the CMDB Data Manager

ServiceNow platform administrators and developers,Anyone who wants to advance their career by becoming a ServiceNow ITSM certified implementation specialist,Anyone who want to understand the ServiceNow ITSM processes in more detail