• Classroom
  • Online, Instructor-Led
Course Description

IT Service Management (ITSM) is a concept that involves delivery of IT services to customers and users. Most IT services are centered around technology and the support and maintenance activities that must occur to operate and maintain the technology. In this course users will learn core ServiceNow ITSM process lifecycles and the value of ServiceNow ITSM applications for managing IT Services.

Learning Objectives

At the end of this course, students will have the resources, knowledge, and experience necessary to: Create and work records through each of the covered ITSM application lifecycles Demonstrate each application lifecycle from a persona viewpoint Articulate the value and baseline features of each of the ITSM applications Begin considering key decisions to be made during the implementation of ServiceNow ITSM applications Start thinking about the long-term goal of maturing an ITSM practice in ServiceNow

Framework Connections

The materials within this course focus on the NICE Framework Task, Knowledge, and Skill statements identified within the indicated NICE Framework component(s):

Specialty Areas

  • Cyber Defense Analysis
  • Cyber Defense Infrastructure Support
  • Cyber Investigation
  • Digital Forensics
  • Exploitation Analysis
  • Network Services
  • Risk Management
  • Software Development
  • Test and Evaluation
  • Threat Analysis
  • Training, Education, and Awareness
  • Vulnerability Assessment and Management