ServiceNow: Mastering IT Service Management for Seamless Risk Coverage
This comprehensive course is designed to help you master IT service management using ServiceNow, ensuring seamless risk coverage for your organization. Upon completion, participants 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 upon completion
- Flexible learning schedule
- User-friendly and mobile-accessible platform
- Community-driven discussion forums
- Actionable insights and hands-on projects
- Bite-sized lessons for easy learning
- Lifetime access to course materials
- Gamification and progress tracking features
Course Outline Chapter 1: Introduction to ServiceNow and IT Service Management
- Overview of ServiceNow and its features
- Understanding IT service management and its importance
- Aligning IT service management with business objectives
- Introduction to ITIL and its framework
- ServiceNow and ITIL integration
Chapter 2: ServiceNow Navigation and User Interface
- Navigating the ServiceNow platform
- Understanding the ServiceNow user interface
- Customizing the ServiceNow dashboard
- Using ServiceNow lists and forms
- Creating and managing ServiceNow views
Chapter 3: IT Service Management Processes
- Incident management in ServiceNow
- Problem management in ServiceNow
- Change management in ServiceNow
- Release and deployment management in ServiceNow
- Service level management in ServiceNow
Chapter 4: ServiceNow Configuration and Customization
- Configuring ServiceNow workflows
- Creating custom ServiceNow applications
- Designing and implementing ServiceNow forms
- Building and deploying ServiceNow reports
- Integrating ServiceNow with other systems
Chapter 5: ServiceNow Reporting and Analytics
- Creating and managing ServiceNow reports
- Using ServiceNow analytics and dashboards
- Configuring ServiceNow data sources
- Building and deploying ServiceNow visualizations
- Using ServiceNow machine learning and AI
Chapter 6: ServiceNow Security and Risk Management
- Understanding ServiceNow security features
- Configuring ServiceNow access controls
- Implementing ServiceNow risk management
- Using ServiceNow compliance and governance
- Integrating ServiceNow with security information and event management (SIEM) systems
Chapter 7: ServiceNow Implementation and Deployment
- Planning and preparing for ServiceNow implementation
- Configuring and customizing ServiceNow for deployment
- Deploying and testing ServiceNow
- Providing training and support for ServiceNow users
- Continuously monitoring and improving ServiceNow
Chapter 8: Advanced ServiceNow Topics
- Using ServiceNow for DevOps and continuous integration
- Implementing ServiceNow for IT operations management
- Using ServiceNow for customer service management
- Integrating ServiceNow with the Internet of Things (IoT)
- Using ServiceNow for artificial intelligence and machine learning
Chapter 9: ServiceNow Best Practices and Troubleshooting
- ServiceNow best practices for implementation and deployment
- Troubleshooting common ServiceNow issues
- Optimizing ServiceNow performance and scalability
- Using ServiceNow logging and debugging tools
- Implementing ServiceNow backup and recovery procedures
Chapter 10: ServiceNow Certification and Career Development
- Preparing for ServiceNow certification exams
- Understanding ServiceNow certification paths and levels
- Developing a career in ServiceNow and IT service management
- Staying up-to-date with ServiceNow and industry trends
- Joining the ServiceNow community and networking with professionals
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Chapter 1: Introduction to ServiceNow and IT Service Management
- Overview of ServiceNow and its features
- Understanding IT service management and its importance
- Aligning IT service management with business objectives
- Introduction to ITIL and its framework
- ServiceNow and ITIL integration
Chapter 2: ServiceNow Navigation and User Interface
- Navigating the ServiceNow platform
- Understanding the ServiceNow user interface
- Customizing the ServiceNow dashboard
- Using ServiceNow lists and forms
- Creating and managing ServiceNow views
Chapter 3: IT Service Management Processes
- Incident management in ServiceNow
- Problem management in ServiceNow
- Change management in ServiceNow
- Release and deployment management in ServiceNow
- Service level management in ServiceNow
Chapter 4: ServiceNow Configuration and Customization
- Configuring ServiceNow workflows
- Creating custom ServiceNow applications
- Designing and implementing ServiceNow forms
- Building and deploying ServiceNow reports
- Integrating ServiceNow with other systems
Chapter 5: ServiceNow Reporting and Analytics
- Creating and managing ServiceNow reports
- Using ServiceNow analytics and dashboards
- Configuring ServiceNow data sources
- Building and deploying ServiceNow visualizations
- Using ServiceNow machine learning and AI
Chapter 6: ServiceNow Security and Risk Management
- Understanding ServiceNow security features
- Configuring ServiceNow access controls
- Implementing ServiceNow risk management
- Using ServiceNow compliance and governance
- Integrating ServiceNow with security information and event management (SIEM) systems
Chapter 7: ServiceNow Implementation and Deployment
- Planning and preparing for ServiceNow implementation
- Configuring and customizing ServiceNow for deployment
- Deploying and testing ServiceNow
- Providing training and support for ServiceNow users
- Continuously monitoring and improving ServiceNow
Chapter 8: Advanced ServiceNow Topics
- Using ServiceNow for DevOps and continuous integration
- Implementing ServiceNow for IT operations management
- Using ServiceNow for customer service management
- Integrating ServiceNow with the Internet of Things (IoT)
- Using ServiceNow for artificial intelligence and machine learning
Chapter 9: ServiceNow Best Practices and Troubleshooting
- ServiceNow best practices for implementation and deployment
- Troubleshooting common ServiceNow issues
- Optimizing ServiceNow performance and scalability
- Using ServiceNow logging and debugging tools
- Implementing ServiceNow backup and recovery procedures
Chapter 10: ServiceNow Certification and Career Development
- Preparing for ServiceNow certification exams
- Understanding ServiceNow certification paths and levels
- Developing a career in ServiceNow and IT service management
- Staying up-to-date with ServiceNow and industry trends
- Joining the ServiceNow community and networking with professionals