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ServiceNow Fundamentals: Understand the core architecture, modules, and capabilities of the ServiceNow platform.
Incident & Request Management: Manage incidents and service requests with structured workflows and automated resolution paths.
Problem Management: Implement methodologies to identify root causes, manage known errors, and reduce recurring disruptions.
Change Management: Execute structured change processes to ensure controlled, low-risk deployments.
Platform Configuration & Customization: Tailor ServiceNow to specific business requirements using scripts, rules, and UI configuration.
Reporting & Analytics: Harness ServiceNow’s reporting tools to deliver actionable insights and monitor service performance.
From Learning to Leading.
ServiceNow ITSM: Service & Automation Mastery
Gain in-depth expertise in ServiceNow IT Service Management (ITSM) to optimize incident, problem, and change processes for scalable, efficient enterprise support.
What you'll learn
This course provides comprehensive training to leverage ServiceNow for efficient IT service management through automation, analytics, and platform customization.
Ideal for IT professionals, service desk managers, and platform administrators focused on enhancing enterprise service operations with ServiceNow.
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Course Content
- Navigating the ServiceNow interface and modules
- Managing user roles, groups, and access permissions
- Overview of core ITSM applications and extensibility
- Creating, assigning, and resolving incident tickets
- Designing custom workflows for incident handling
- Managing service request fulfillment and approval flows
- Recording and analyzing problem tickets
- Performing root cause analysis and implementing workarounds
- Structuring and managing change requests, CAB approvals, and release planning
- Modifying forms, tables, and fields
- Writing business rules, client scripts, and UI policies
- Developing custom dashboards, notifications, and service catalogs
- Building ad hoc and scheduled reports
- Leveraging Performance Analytics for KPI tracking
- Creating real-time dashboards for service delivery metrics
Requirements
- Foundational knowledge of ITSM processes (ITIL framework familiarity recommended)
- Interest in service automation, process optimization, and platform management
- Basic understanding of cloud computing and SaaS ecosystems
Who This Course Is For
- IT professionals preparing for ServiceNow certification
- Service managers aiming to streamline service delivery and reduce downtime
- System administrators overseeing ITSM platforms and infrastructure workflows
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