Mastering IT Service Management: A Comprehensive Guide to ServiceNow
This extensive and detailed course curriculum will guide you through the world of IT Service Management using ServiceNow. Upon completion, participants will receive a certificate issued by The Art of Service.Course Overview This course is designed to be: - Interactive and engaging
- Comprehensive and personalized
- Up-to-date with the latest industry trends
- Practical with real-world applications
- High-quality content with expert instructors
- Certification upon completion
- Flexible learning with lifetime access
- User-friendly and mobile-accessible
- Community-driven with actionable insights
- Hands-on projects with bite-sized lessons
- Gamification and progress tracking
Course Outline Chapter 1: Introduction to IT Service Management
Topic 1.1: Understanding IT Service Management
- Definition of IT Service Management
- Benefits of IT Service Management
- Key concepts and terminology
Topic 1.2: Overview of ServiceNow
- Introduction to ServiceNow
- Features and capabilities
- Benefits of using ServiceNow
Chapter 2: Service Management Processes
Topic 2.1: Incident Management
- Definition of Incident Management
- Incident Management process
- Incident Management in ServiceNow
Topic 2.2: Problem Management
- Definition of Problem Management
- Problem Management process
- Problem Management in ServiceNow
Topic 2.3: Change Management
- Definition of Change Management
- Change Management process
- Change Management in ServiceNow
Chapter 3: Service Desk and Request Management
Topic 3.1: Service Desk Overview
- Introduction to Service Desk
- Service Desk features and capabilities
- Benefits of using Service Desk
Topic 3.2: Request Management
- Definition of Request Management
- Request Management process
- Request Management in ServiceNow
Chapter 4: IT Service Continuity Management
Topic 4.1: IT Service Continuity Management Overview
- Introduction to IT Service Continuity Management
- IT Service Continuity Management features and capabilities
- Benefits of using IT Service Continuity Management
Topic 4.2: Business Impact Analysis
- Definition of Business Impact Analysis
- Business Impact Analysis process
- Business Impact Analysis in ServiceNow
Chapter 5: IT Service Management Metrics and Reporting
Topic 5.1: IT Service Management Metrics Overview
- Introduction to IT Service Management metrics
- Types of IT Service Management metrics
- Benefits of using IT Service Management metrics
Topic 5.2: Reporting in ServiceNow
- Introduction to reporting in ServiceNow
- Types of reports in ServiceNow
- Creating custom reports in ServiceNow
Chapter 6: IT Service Management Best Practices
Topic 6.1: ITIL Overview
- Introduction to ITIL
- ITIL framework and processes
- Benefits of using ITIL
Topic 6.2: COBIT Overview
- Introduction to COBIT
- COBIT framework and processes
- Benefits of using COBIT
Chapter 7: Implementing IT Service Management
Topic 7.1: Implementing IT Service Management Overview
- Introduction to implementing IT Service Management
- Key considerations for implementing IT Service Management
- Benefits of implementing IT Service Management
Topic 7.2: IT Service Management Implementation Roadmap
- Creating an IT Service Management implementation roadmap
- Key milestones and timelines
- Resource allocation and budgeting
Chapter 8: IT Service Management Tools and Technologies
Topic 8.1: IT Service Management Tools Overview
- Introduction to IT Service Management tools
- Types of IT Service Management tools
- Benefits of using IT Service Management tools
Topic 8.2: ServiceNow Overview
- Introduction to ServiceNow
- ServiceNow features and capabilities
- Benefits of using ServiceNow
Chapter 9: IT Service Management Career Development
Topic 9.1: IT Service Management Career Overview
- Introduction to IT Service Management careers
- Types of IT Service Management careers
- Benefits of a career in IT Service Management
Topic 9.2: IT Service Management Certifications
- Introduction to IT Service Management certifications
- Types of IT Service Management certifications
- Benefits of obtaining IT Service Management certifications
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Chapter 1: Introduction to IT Service Management
Topic 1.1: Understanding IT Service Management
- Definition of IT Service Management
- Benefits of IT Service Management
- Key concepts and terminology
Topic 1.2: Overview of ServiceNow
- Introduction to ServiceNow
- Features and capabilities
- Benefits of using ServiceNow
Chapter 2: Service Management Processes
Topic 2.1: Incident Management
- Definition of Incident Management
- Incident Management process
- Incident Management in ServiceNow
Topic 2.2: Problem Management
- Definition of Problem Management
- Problem Management process
- Problem Management in ServiceNow
Topic 2.3: Change Management
- Definition of Change Management
- Change Management process
- Change Management in ServiceNow
Chapter 3: Service Desk and Request Management
Topic 3.1: Service Desk Overview
- Introduction to Service Desk
- Service Desk features and capabilities
- Benefits of using Service Desk
Topic 3.2: Request Management
- Definition of Request Management
- Request Management process
- Request Management in ServiceNow
Chapter 4: IT Service Continuity Management
Topic 4.1: IT Service Continuity Management Overview
- Introduction to IT Service Continuity Management
- IT Service Continuity Management features and capabilities
- Benefits of using IT Service Continuity Management
Topic 4.2: Business Impact Analysis
- Definition of Business Impact Analysis
- Business Impact Analysis process
- Business Impact Analysis in ServiceNow
Chapter 5: IT Service Management Metrics and Reporting
Topic 5.1: IT Service Management Metrics Overview
- Introduction to IT Service Management metrics
- Types of IT Service Management metrics
- Benefits of using IT Service Management metrics
Topic 5.2: Reporting in ServiceNow
- Introduction to reporting in ServiceNow
- Types of reports in ServiceNow
- Creating custom reports in ServiceNow
Chapter 6: IT Service Management Best Practices
Topic 6.1: ITIL Overview
- Introduction to ITIL
- ITIL framework and processes
- Benefits of using ITIL
Topic 6.2: COBIT Overview
- Introduction to COBIT
- COBIT framework and processes
- Benefits of using COBIT
Chapter 7: Implementing IT Service Management
Topic 7.1: Implementing IT Service Management Overview
- Introduction to implementing IT Service Management
- Key considerations for implementing IT Service Management
- Benefits of implementing IT Service Management
Topic 7.2: IT Service Management Implementation Roadmap
- Creating an IT Service Management implementation roadmap
- Key milestones and timelines
- Resource allocation and budgeting
Chapter 8: IT Service Management Tools and Technologies
Topic 8.1: IT Service Management Tools Overview
- Introduction to IT Service Management tools
- Types of IT Service Management tools
- Benefits of using IT Service Management tools
Topic 8.2: ServiceNow Overview
- Introduction to ServiceNow
- ServiceNow features and capabilities
- Benefits of using ServiceNow
Chapter 9: IT Service Management Career Development
Topic 9.1: IT Service Management Career Overview
- Introduction to IT Service Management careers
- Types of IT Service Management careers
- Benefits of a career in IT Service Management
Topic 9.2: IT Service Management Certifications
- Introduction to IT Service Management certifications
- Types of IT Service Management certifications
- Benefits of obtaining IT Service Management certifications