ServiceNow ITSM Training Overview

ServiceNow ITSM (IT Service Management) training provides a comprehensive foundation for understanding and leveraging the full potential of ServiceNow’s ITSM suite. The training focuses on using ServiceNow to streamline IT service delivery, improve operational efficiency, and enhance customer satisfaction through the automation of key IT processes.

Participants will learn to manage the core ITSM processes such as Incident Management, Problem Management, Change Management, Request Management, and Service Catalog, all within the ServiceNow platform. The training covers both the functional and technical aspects of ITSM, enabling learners to configure, customize, and implement these processes to meet specific organizational needs.

Key Learning Objectives:

• Incident Management: Learn how to log, track, and resolve incidents to minimize disruption to services.
• Problem Management: Understand how to identify the root causes of recurring incidents and implement permanent solutions.
• Change Management: Gain knowledge on managing changes within IT services to reduce risks and improve service stability.
• Service Catalog and Request Management: Learn how to configure and manage the Service Catalog and automate service request workflows.
• Configuration Management: Get familiar with managing Configuration Items (CIs) and ensuring accurate data in the CMDB (Configuration Management Database).

By the end of the training, participants will be equipped with the skills to configure and customize ITSM modules in ServiceNow, improve IT service delivery, and ensure alignment with best practices for ITIL (Information Technology Infrastructure Library).