This  class is for helpdesk,service desk agents with 2-3 years experience to know about ITSM Concepts -like Incident ,problem and change management.

This class covers:

• key terms and concepts, such has the difference between service requests and incidents and understanding their structure
• an introduction to dashboards, homepages, and lists
• adding tasks
• corresponding with customers through ServiceNow
• working with sensitive tickets and watchlists
• resolving tickets
• seeing your assignment group

Incident Management

Provides basic data retained in the Incident Management system on workarounds which are used by Service Desk agents to respond to queries.

Service Fulfillment Management

Fulfillment Management provides updates on progress towards the fulfillment of service requests and creates escalations which may require attention when service delivery timeframes are in jeopardy.

Problem Management

PM is responsible for the creation, updating and overall quality of Knowledge Bases used by Service Desk agents to resolve questions and incidents at first point of contact.

Change Management

CM provides information on pending changes which may be the source of incidents which are reported to the Service Desk.