Mastering ServiceNow: A Complete Guide to IT Service Management and Risk Control
This comprehensive course is designed to help you master the ServiceNow platform and gain a deep understanding of IT service management and risk control. Upon completion, you will receive a certificate issued by The Art of Service.Course Features - Interactive and engaging content
- Comprehensive and personalized learning experience
- Up-to-date and practical knowledge
- Real-world applications and case studies
- High-quality content developed by expert instructors
- Certificate issued by The Art of Service upon completion
- Flexible learning schedule and user-friendly interface
- Mobile-accessible and community-driven
- Actionable insights and hands-on projects
- Bite-sized lessons and lifetime access
- Gamification and progress tracking features
Course Outline Chapter 1: Introduction to ServiceNow
- Overview of the ServiceNow platform
- History and evolution of ServiceNow
- Key features and benefits of ServiceNow
- Understanding the ServiceNow ecosystem
Chapter 2: IT Service Management Fundamentals
- Introduction to IT service management
- Understanding ITIL and its framework
- Service desk and incident management
- Problem management and change management
- Release and deployment management
- Service level management and reporting
Chapter 3: ServiceNow Configuration and Customization
- Configuring ServiceNow for your organization
- Customizing the ServiceNow interface
- Creating custom tables and fields
- Developing custom applications and modules
- Integrating ServiceNow with other systems
Chapter 4: IT Service Management Processes in ServiceNow
- Implementing incident management in ServiceNow
- Implementing problem management in ServiceNow
- Implementing change management in ServiceNow
- Implementing release and deployment management in ServiceNow
- Implementing service level management in ServiceNow
Chapter 5: Risk Control and Compliance in ServiceNow
- Understanding risk control and compliance in ServiceNow
- Implementing risk management in ServiceNow
- Implementing compliance management in ServiceNow
- Conducting audits and risk assessments in ServiceNow
- Maintaining regulatory compliance in ServiceNow
Chapter 6: Reporting and Analytics in ServiceNow
- Understanding reporting and analytics in ServiceNow
- Creating custom reports and dashboards
- Using performance analytics in ServiceNow
- Conducting data analysis and visualization
- Using machine learning and AI in ServiceNow
Chapter 7: Advanced ServiceNow Topics
- Using ServiceNow for IT operations management
- Using ServiceNow for IT asset management
- Using ServiceNow for software asset management
- Using ServiceNow for customer service management
- Using ServiceNow for field service management
Chapter 8: Implementing and Managing ServiceNow
- Planning and implementing a ServiceNow deployment
- Managing and maintaining a ServiceNow instance
- Upgrading and patching ServiceNow
- Troubleshooting common ServiceNow issues
- Best practices for ServiceNow administration
Chapter 9: ServiceNow Security and Access Control
- Understanding ServiceNow security and access control
- Configuring user access and roles
- Implementing data encryption and access controls
- Conducting security audits and risk assessments
- Maintaining regulatory compliance and security standards
Chapter 10: ServiceNow Best Practices and Optimization
- Best practices for ServiceNow configuration and customization
- Optimizing ServiceNow performance and scalability
- Conducting regular maintenance and housekeeping
- Continuously monitoring and improving ServiceNow
- Leveraging ServiceNow community resources and support
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Chapter 1: Introduction to ServiceNow
- Overview of the ServiceNow platform
- History and evolution of ServiceNow
- Key features and benefits of ServiceNow
- Understanding the ServiceNow ecosystem
Chapter 2: IT Service Management Fundamentals
- Introduction to IT service management
- Understanding ITIL and its framework
- Service desk and incident management
- Problem management and change management
- Release and deployment management
- Service level management and reporting
Chapter 3: ServiceNow Configuration and Customization
- Configuring ServiceNow for your organization
- Customizing the ServiceNow interface
- Creating custom tables and fields
- Developing custom applications and modules
- Integrating ServiceNow with other systems
Chapter 4: IT Service Management Processes in ServiceNow
- Implementing incident management in ServiceNow
- Implementing problem management in ServiceNow
- Implementing change management in ServiceNow
- Implementing release and deployment management in ServiceNow
- Implementing service level management in ServiceNow
Chapter 5: Risk Control and Compliance in ServiceNow
- Understanding risk control and compliance in ServiceNow
- Implementing risk management in ServiceNow
- Implementing compliance management in ServiceNow
- Conducting audits and risk assessments in ServiceNow
- Maintaining regulatory compliance in ServiceNow
Chapter 6: Reporting and Analytics in ServiceNow
- Understanding reporting and analytics in ServiceNow
- Creating custom reports and dashboards
- Using performance analytics in ServiceNow
- Conducting data analysis and visualization
- Using machine learning and AI in ServiceNow
Chapter 7: Advanced ServiceNow Topics
- Using ServiceNow for IT operations management
- Using ServiceNow for IT asset management
- Using ServiceNow for software asset management
- Using ServiceNow for customer service management
- Using ServiceNow for field service management
Chapter 8: Implementing and Managing ServiceNow
- Planning and implementing a ServiceNow deployment
- Managing and maintaining a ServiceNow instance
- Upgrading and patching ServiceNow
- Troubleshooting common ServiceNow issues
- Best practices for ServiceNow administration
Chapter 9: ServiceNow Security and Access Control
- Understanding ServiceNow security and access control
- Configuring user access and roles
- Implementing data encryption and access controls
- Conducting security audits and risk assessments
- Maintaining regulatory compliance and security standards
Chapter 10: ServiceNow Best Practices and Optimization
- Best practices for ServiceNow configuration and customization
- Optimizing ServiceNow performance and scalability
- Conducting regular maintenance and housekeeping
- Continuously monitoring and improving ServiceNow
- Leveraging ServiceNow community resources and support