Servicenow Itsm 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

Learn how modern AI like ChatGPT can enhance your ServiceNow processes

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, several hours of training videos and 2 practice tests.The course covers 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 modules are covered in detail in terms of how it is used and configured. So this course are ideal for users of the platform as well as administrators.The course will guide you through creating your own ServiceNow instance which will be used for hands on labs throughout 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

Lecture 2 Overview of ServiceNow ITSM and the ServiceNow platform

Lecture 3 Spin up your own free Developer Instance

Lecture 4 ITSM role requirement Cheat sheet

Lecture 5 Navigating the ServiceNow interface

Section 2: Incident Management

Lecture 6 Introduction to Incident Management

Lecture 7 Understanding the Incident Management process steps.

Lecture 8 Logging an Incident

Lecture 9 Handling and Incident on the backend

Lecture 10 Actions on the Incident form

Lecture 11 Major Incident Management

Lecture 12 Configuring Incident Management

Lecture 13 Incident Management Reports and Dashboards

Lecture 14 Service Level Management

Section 3: Problem Management

Lecture 15 Introduction to Problem Management in ServiceNow

Lecture 16 Create and confirm a Problem

Lecture 17 Root cause analysis and Problem resolution

Lecture 18 Configuring ServiceNow Problem Management

Lecture 19 Problem Management KPI's and reports

Section 4: Change Management

Lecture 20 Introduction to Change Management

Lecture 21 Change Request State Progression

Lecture 22 Creating a Change Request

Lecture 23 Assess Change Request and submit for approval

Lecture 24 Working with the CAB process

Lecture 25 Working with Change Schedules

Lecture 26 Change Request Templates and Assignment Rules

Lecture 27 Managing Standard Changes

Lecture 28 Change Management KPI's and Reports

Section 5: Release Management

Lecture 29 Introduction to Release Management

Lecture 30 Starting with Release Management

Lecture 31 Working with Release Management

Section 6: Knowledge Management

Lecture 32 Introduction to ServiceNow Knowledge Management

Lecture 33 Searching the Knowledge Base

Lecture 34 Setup Knowledge Management Part 1

Lecture 35 Setup Knowledge Management Part 2

Lecture 36 Create and Approve a Knowledge Base Article

Lecture 37 Create Knowledge Articles using the MS Word plugin

Lecture 38 More Knowledge Management capabilities you need to be aware of.

Section 7: Service Catalog and Request Management

Lecture 39 Introduction to Service Catalog and Request Management

Lecture 40 Walkthrough of the Service Catalog

Lecture 41 Setup a Service Catalog

Lecture 42 Creating Service Catalog Items and Record Producers

Lecture 43 Configuring Execution Plans and Order Guides

Lecture 44 Managing Service Requests using Agent Workspace

Section 8: Configuration Management Database

Lecture 45 Introduction to ServiceNow's CMDB

Lecture 46 Populating the CMDB

Lecture 47 Understanding CI Relationships in the CMDB.

Lecture 48 Working with CMDB Baselines

Lecture 49 Understanding the CMDB Health Dashboard

Lecture 50 Working with the CMDB Data Manager

Section 9: ServiceNow ITSM Practice Tests

Section 10: Bonus Lectures: ChatGPT integration with ServiceNow ITSM use cases

Lecture 51 ChatGPT integration with ServiceNow Incident Management introduction

Lecture 52 Use Case 1: Integrate ServiceNow Virtual Agent with ChatGPT

Lecture 53 Use Case 2: Let ChatGPT choose Incident Categorization.

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