ServiceNow - IT Service Management Implementation

På denna utbildning lär du dig praktiska handgrepp i ServiceNow som underlättar implementation av IT Service Management (ITSM).

Kursen fokuserar på grundfunktionerna, säkerhet och arkitektur för populära praxis som exempelvis Incident Management, Problem Management, Change Management, Service Catalog and Request Management och  Service Portfolio Management. Den linjerar med vanliga och praktiska implementeringsscenarier och utmaningar när du konfigurerar en ServiceNow-instans för implementering, med low code- eller no-code-tillämpning.

Målgrupp och förkunskaper

Kursen är framtagen för IT-proffs som skall använda ServiceNow för IT Service Management.

För att hänga med i kursens tempo och tillgodogöra dig dess innehåll förutsätts du besitta vissa förkunskaper:

• Bekantskap med att navigera genom ServiceNow med dess Integrationer, Listhantering och Plattformssäkerhetsmodell som förklarar hur ServiceNow-roller avgör vad en användare kan komma åt, skapa, uppdatera och ta bort.
• Implementering av ServiceNow-plattformen
• ServiceNow systemadministration

Till detta rekommenderar vi vår kurs ServiceNow - IT Service Management Fundamentals.

För att alltid hålla en hög kvalitet på våra kurser använder vi både engelsk- och svensktalande experter som kursledare.

Lärdomar och mål

Kursens målsättning är att du efteråt skall kunna följande:

• Förstå grundläggande programfunktioner, säkerhet och arkitektur
• Designa lösningar för att möta krav som maximerar systemkvalitetsattribut, såsom uppgraderingsbarhet, underhållsbarhet och skalbarhet
• Implementera konfigurationer som är gemensamma för 80 % av kundernas implementeringar

Kursmaterialet är på engelska, med detta innehåll:

Overview and Context

• Review basic concepts needed to be successful in this course
• Outline resources to supplement efforts to learn how to implement ITSM in ServiceNow
• Introduce the course framework and approach
• IT Service Management Positioning within the ServiceNow Framework
• Source of Information and Insight
• Customer Profile and Scenario

Foundation Data, CMDB / CSDM and Knowledge Management

• Identify foundation data leveraged by ITSM applications
• Explore uses of Configuration Management data within ITSM applications
• Review the key Knowledge Management components and structure
• Foundation Data
• Knowledge Management
• Configuration Management Database (CMDB)
• Lab 2.1 Create a CMDB Class with Attributes
• Lab 2.2 Configure and Import Configuration Items
• Lab 2.3 Create a Knowledge Base and add it to Now Mobile
• Lab 2.4 Import Knowledge Articles

Incident Management

• Identify baseline application functionality, security, and architecture
• Design solutions to meet requirements that maximize system quality attributes
• Implement configurations common to 80% of customer deployments
• Architecture Overview
• Scoping and Requirements
• Incident Lifecycle Configuration
• Operations and Administration
• Integrations
• Lab 3.1 Configure Incident Entry Points
• Lab 3.2 Load Incident Categories
• Lab 3.3 Configure SLAs and Incident Notifications
• Lab 3.4 Major Incident Management and On-Call Scheduling
• Lab 3.5 Configure Incident Surveys
• Lab 3.6 Agent Workspace
• Lab 3.7 Reports and Homepages

Problem Management

• Identify baseline application functionality and application architecture
• Identify key configurations and customer decisions required for Implementation
• Implement common configurations
• Architecture Overview
• Scoping and Requirements
• Problem Lifecycle Configuration
• Operations and Administration
• Lab 4.1 Create Problem Tasks Using Flow Designer

Change Management, Release Management, and DevOps

• Identify baseline application functionality, security, and architecture for Change Management
• Design Change Management solutions to meet requirements that maximize system quality attributes
• Understand the key components of Release Management
• Overview of Change and Release Management
• Change Management o Architecture Overview
• Scoping and Requirements
• Change Management Lifecycle Configuration
• Operations and Administration
• Integrations
• Release Management
• Overview and Process Integrations
• Architecture
• End to End Lifecycle
• Lab 5.1 Configure Standard Changes
• Lab 5.2 Configure Risk Assessment
• Lab 5.3 Configure Change Approvals
• Lab 5.4 Configure Change Task Completion Requirement
• Lab 5.5 Setup Recurring CAB Meetings

Service Catalog and Request Management

• Identify baseline application functionality, security, and architecture
• Design solutions to meet requirements that maximize system quality attributes
• Implement configurations common to 80% of customer deployments
• Architecture Overview
• Scoping and Requirements
• Configuration
• Operations and Administration
• Integrations and Testing
• Lab 6.1 Create a Service Catalog
• Lab 6.2 Create a Catalog Item
• Lab 6.3 Create an Order Guide
• Lab 6.4 Create a Dynamic Flow
• Lab 6.5 Create a Content Item

Service Portfolio Management

• Discuss an overview of Service Portfolio Management features available in the ITSM Standard package.
• Review the SPM user and organizational roles.
• Understand the components of a Service Portfolio in the Now Platform.
• Review the Service Owner Workspace available with the ITSM Professional suite.
• Overview
• Roles
• Taxonomy
• Components and Relationships
• Service Owner Workspace
• Metrics
• Lab 7.1 Create a Service Portfolio and Taxonomy

ITSM Professional

• Discuss an overview of each of the ITSM Professional applications and their key features
• Understand how the ITSM Professional applications integrate with and complement one another
• Define the plugin and activation requirements for each of the ITSM Professional applications
• Discover where to find additional information on each of the ITSM Professional applications
• Performance Analytics
• Continual Improvement Management
• Vendor Manager Workspace
• Best Practice
• Machine Learning
• Predictive Intelligence
• Virtual Agent
• Lab 8.1 Performance Analytics

Maintenance and Evolution

• Identify resources to establish proper governance and development practices
• Evaluate value of requirements versus maintenance burden and risk
• Use Platform capabilities to establish good data hygiene
• Use Benchmarks to measure performance and progress