Servicenow Itsm Processes Explained For Beginners

Servicenow Itsm Processes Explained For Beginners
Published 3/2025
MP4 | Video: h264, 1920×1080 | Audio: AAC, 44.1 KHz

Master Core ITSM Processes with ServiceNow: Incident, Problem, Change, Request Management & More

What you’ll learn

Understand the fundamentals of IT Service Management (ITSM) and its importance in modern organizations.

Navigate through the ServiceNow platform architecture and key components effectively.

Manage incidents efficiently from creation to resolution using ServiceNow tools.

Resolve problems by identifying root causes and implementing corrective actions.
Approve changes through workflows to ensure smooth operations without disruptions.

Implement Configuration Management Database (CMDB) for tracking assets and mapping relationships.

Requirements

Basic understanding of IT concepts

Familiarity with computer systems and networks

Description

Overview

Section 1: Section 1: Introduction to ServiceNow and ITSM Basics

Lecture 1 1.1: Understanding the Importance of IT Service Management (ITSM)

Lecture 2 1.2: Overview of ServiceNow Platform Architecture

Section 2: Section 2: Incident Management Fundamentals

Lecture 3 2.1: What is an Incident in ServiceNow?

Lecture 4 2.2: Steps to Create and Manage Incidents in ServiceNow

Section 3: Section 3: Problem Management Essentials

Lecture 5 3.1: Identifying the Root Cause of Incidents

Lecture 6 3.2: Creating and Resolving Problems in ServiceNow

Section 4: Section 4: Change Management Overview

Lecture 7 4.1: Introduction to Change Requests in ServiceNow

Lecture 8 4.2: Approving Changes Through a Workflow

Section 5: Section 5: Request Management Basics

Lecture 9 5.1: Understanding Different Types of Requests in ServiceNow

Lecture 10 5.2: Creating and Fulfilling Requests with Service Catalog

Section 6: Section 6: Configuration Management Database (CMDB)

Lecture 11 6.1: Introduction to CMDB in ServiceNow

Lecture 12 6.2: Utilizing CMDB for Asset Tracking and Relationship Mapping

Section 7: Section 7: Service Level Agreement (SLA) Management

Lecture 13 7.1: Setting Up SLAs in ServiceNow

Lecture 14 7.2: Monitoring SLA Compliance and Performance Metrics

Section 8: Section 8: Knowledge Management in ITSM Processes

Lecture 15 8.1: Creating a Knowledge Base in ServiceNow

Section 9: Section 9: Reporting and Analytics for ITSM

Lecture 17 9.1: Using Reports to Track ITSM Metrics

Lecture 18 9.2: Analyzing Data with Dashboards in ServiceNow

Section 10: Section 10: Advanced Features of ITSM Processes

Lecture 19 10.1: Implementing Automation in ITSM Workflows

Lecture 20 10.2: Utilizing Escalation Rules for Critical Incidents

IT professionals looking to enhance their skills in ServiceNow platform,Service Desk operators aiming to improve incident management proficiency,Change managers seeking effective ways to manage IT changes,Problem managers interested in identifying and resolving issues efficiently,Request managers wanting to streamline request fulfillment processes