IT Service Management (ITSM) Fundamentals

This course introduces the core concepts and applications of IT Service Management (ITSM) within the ServiceNow platform. Participants will explore the lifecycle of IT services, focusing on the processes and applications that support the delivery, operation, and continual improvement of IT services. The course covers the Service Catalog, Request Fulfilment, Incident Management, Problem Management, and Change Management, providing a comprehensive understanding of how these applications interact to support IT operations. Through a blend of lectures, demonstrations, discussions, and hands-on exercises, delegates will gain practical experience in managing IT services and learn how to leverage ServiceNow ITSM applications to enhance service delivery and support organisational goals.

Prerequisites

Participants should have:

• Completion of the ServiceNow Fundamentals course, which introduces the ServiceNow platform and interface
• Familiarity with basic IT concepts and terminology is recommended

Target audience

This course is designed for:

• Customers, partners, and ServiceNow employees who will be administering ServiceNow or working on ITSM application implementations
• Individuals seeking to understand the lifecycle and interdependencies of ServiceNow ITSM applications from a persona perspective
• Those involved in supporting, configuring, or managing IT services using ServiceNow

Introduction to Core ITSM Applications

• Define the key applications, roles, and personas involved in IT service management on the ServiceNow platform
• Identify how ServiceNow ITSM applications support IT services and enhance end-user experiences
• Describe the ServiceNow Common Service Data Model (CSDM) and its relevance to ITSM applications
• Explore the overall architecture and process structure of IT service management within ServiceNow
• Verify the ITSM environment through guided lab activities

Operate IT Services

• Explain the purpose and structure of the Service Catalog and its relationship to Request Management
• Use the ServiceNow platform to submit, approve, fulfil, and close service requests
• Identify the data structures and roles that underpin the Request Management process
• Track and manage the lifecycle of service requests from initiation to closure
• Participate in activities to identify ITSM elements and verify request and approval capabilities through hands-on labs

Maintain IT Services

• Explain the principles of Incident Management and Problem Management, and their connections to other ITIL processes
• Create, manage, and resolve incidents and problems using the ServiceNow platform
• Identify the roles, personas, and application architecture supporting Incident and Problem Management
• Follow the lifecycle of incidents and problems, including creation, classification, investigation, diagnosis, resolution, and closure
• Engage in practical labs to verify incident and problem record creation, tracking, and resolution

Improve IT Services

• Use the ServiceNow platform to create, manage, and close change requests
• Identify the roles, personas, and process lifecycles that support effective Change Management
• Assess and evaluate change requests, authorise changes, and oversee planning and implementation
• Review and close change requests, ensuring proper documentation and tracking
• Explore additional platform features and applications that enhance ITSM productivity and efficiency
• Participate in labs to verify change creation, authorisation, tracking, and closure

ITSM Fundamentals Recap

• Review key concepts and processes covered throughout the course
• Reinforce understanding of ITSM application lifecycles and their practical application within ServiceNow
• Discuss strategies for ongoing ITSM practice maturity and improvement

Exams and assessments

Assessment is integrated throughout the course via knowledge checks, concept reviews, and open discussions. Participants will validate their understanding through instructor-led group activities and practical exercises. These assessments are designed to reinforce learning, ensure comprehension of key concepts, and provide opportunities for real-time feedback and clarification.

Hands-on learning

The course features extensive hands-on exercises within a dedicated ServiceNow training instance. Delegates will complete practical labs for each module, allowing them to apply lecture concepts in a safe, simulated environment. Group activities and demonstrations further support experiential learning, enabling participants to gain confidence in using ServiceNow ITSM applications for real-world scenarios.

By the end of this course, learners will be able to:

• Describe the key features and capabilities of Microsoft 365 Copilot.
• Assess the technical requirements and prepare an environment for Copilot deployment.
• Configure and manage Copilot integrations with core Microsoft 365 applications.
• Troubleshoot and resolve common Copilot issues to ensure seamless operation.
• Advise organisations on best practices for adopting Copilot to achieve business goals.