Overview
This course equips participants with the essential knowledge and skills to configure, implement, and maintain IT Service Management (ITSM) applications. Through hands-on training, learners will gain proficiency in ServiceNow’s ITSM solutions, preparing them for the Certified Implementation Specialist – IT Service Management (CIS-ITSM) certification.
Objectives
By the end of this course, participants will be able to:
Prerequisites
- A minimum of 6 months of general ServiceNow platform experience.
- At least 6 months of experience in ServiceNow implementations.
- Familiarity with industry terminology related to IT Service Management.
Course Outline
Module 1: Introduction to ITSM Applicationskeerti2024-12-27T13:12:02+05:30
- Overview of ServiceNow ITSM solutions.
- Key features and functionalities.
- Understanding the state model and process flow.
Module 2: Application Architecture and Securitykeerti2024-12-27T13:12:35+05:30
- Key tables and their relationships.
- Roles and access controls.
- Primary application components (Script Includes, Business Rules, etc.).
Module 3: Implementing ITSM Solutionskeerti2024-12-27T13:13:10+05:30
- Configuration of ITSM applications.
- Customization to meet business requirements.
- Integration capabilities and considerations.
Module 4: Proven Implementation Practiceskeerti2024-12-27T13:13:45+05:30
- Approaches for upgradability and scalability.
- Maintaining application functionality.
- Case studies and real-world scenarios.
Module 5: Certification Preparationkeerti2024-12-27T13:14:15+05:30
- Exam structure and question formats.
- Study resources and tips.
- Practice questions and review.
