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


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