IT Service Management (ITSM) Implementation

Lesson

• Reviewing basic concepts needed to be successful in this course
• Outlining resources to supplement efforts to learn how to implement ITSM in ServiceNow
• Introducing the course framework and approach

Lab

• Source of Information & Insight
• Customer Profile & Scenario
• Positioning IT Service Management Within the ServiceNow Framework

Lesson

• Identifying foundation data leveraged by ITSM applications
• Exploring uses of Configuration Management data within ITSM applications
• Reviewing the key Knowledge Management components & structure

Lab

Foundational Info

Database for Configuration Management (CMDB)

• Create a CMDB Class with Attributes in Lab 2.1
• Lab 2.2 Configure & Import Configuration Items
• Knowledge Management
• Lab 2.3 Create a Knowledge Base & add it to Now Mobile
• Lab 2.4 Import Knowledge Articles

Lesson

• Identifying baseline application functionality, security, and architecture
• Designing solutions to meet requirements that maximize system quality attributes
• Implementing configurations common to 80% of customer deployments

Lab

• Architecture Overview
• Scoping & Requirements
• Incident Lifecycle Configuration
• Lab 3.1 Configure Incident Entry Points
• Lab 3.2 Load Incident Categories
• Lab 3.3 Configure SLAs & Incident Notifications
• Lab 3.4 Major Incident Management & On-Call Scheduling
• Operations & Administration
• Lab 3.5 Configure Incident Surveys
• Lab 3.6 Agent Workspace

• Integrations
• Lab 3.7 Reports and Homepages

Lesson

• Identifying baseline application functionality and application architecture
• Identifying key configurations and customer decisions required for Implementation
• Implementing common configurations

Lab

• Architecture Overview
• Scoping & Requirements
• Problem Lifecycle Configuration
• Lab 4.1: Use Flow Designer to Create Problem Tasks
• Operations & Administration

Lesson

• Identifying baseline application functionality, security, and architecture for Change Management
• Designing Change Management solutions to meet requirements that maximize system quality attributes
• Understanding the key components of Release Management

Lab

• Overview of Change and Release Management
• Change Management of Architecture Overview
• Scoping and Requirements
• Change Management Lifecycle Configuration
• Lab 5.1 Configure Standard Changes
• Lab 5.2 Configure Risk Assessment
• Lab 5.3 Configure Change Approvals
• Lab 5.4 Configure Change Task Completion Requirement
• Operations and Administration
• Lab 5.5 Setup Recurring CAB Meetings
• Integrations
• Release Management o Overview and Process Integrations
• Architecture
• End to End Lifecycle

Lesson

• Identifying baseline application functionality, security, and architecture
• Designing solutions to meet requirements that maximize system quality attributes
• Implementing configurations common to 80% of customer deployments

Lab

• Architecture Overview
• Scoping and Requirements
• Configuration
• Lab 6.1 Create a Service Catalog
• Lab 6.2 Create a Catalog Item
• Operations and Administration
• Integrations and Testing
• Lab 6.3 Create an Order Guide
• Lab 6.4 Create a Dynamic Flow
• Lab 6.5 Create a Content Item

Lesson

• Discussing an overview of Service Portfolio Management features available in the ITSM Standard package.
• Reviewing the SPM user and organizational roles.
• Understanding the components of a Service Portfolio in the Now Platform.
• Reviewing the Service Owner Workspace available with the ITSM Professional suite.

Lab

• Overview
• Roles
• Taxonomy
• Components & Relationships
• Lab 7.1 Create a Service Portfolio & Taxonomy
• Service Owner Workspace
• Metrics

Lesson

• Discussing an overview of each of the ITSM Professional applications and their key features
• Understand how the ITSM Professional applications integrate with and complement one another
• Define the plugin and activation requirements for each of the ITSM Professional applications
• Discover where to find additional information on each of the ITSM Professional applications

Lab

• Performance Analytics
• Lab 8.1 Performance Analytics
• Continual Improvement Management
• Vendor Manager Workspace
• Best Practice
• Machine Learning
• Predictive Intelligence
• Virtual Agent

Lesson

• Identify resources to establish proper governance and development practices
• Evaluate value of requirements versus maintenance burden and risk
• Use Platform capabilities to establish good data hygiene
• Use Benchmarks to measure performance and progress

A: The Now Platform, which was created in the cloud from the ground up with a single data model & a single, scalable architecture, enables data to move effortlessly between programmes and installed systems. The Now Platform offers workflow automation at an enterprise scale, enabling you to enhance the efficiency, agility, and resilience of business operations. Delivery teams may speed up service delivery and free up teams for higher-value work that fosters enterprise-wide innovation with the use of out-of-the-box digital processes that automate routine service requests. Additionally, ServiceNow's digital processes can be quickly expanded or new digital workflows can be easily created on the same platform using native development and integration tools. With this flexibility, you can design the experiences you need for a better way to work or adapt to disruptive situations.

A: Implementing ServiceNow means fundamentally changing the way in which people work. To bring you the most value, any implementation – big or small – requires the careful balancing of people, process and technology.

A: The ServiceNow platform is unique in its flexibility and scalability. To maximise the return on your ServiceNow investment means constant monitoring and adaption, and further improvement and automation of workflows during implementation.

An Agile work method will help you maintain the flexibility needed to do just that. Because such an approach places:

Individuals and interactions over processes and tools

Working software over comprehensive documentation

Customer collaboration over contract negotiation

Responding to change over following a plan

In prioritizing implementation goals and issues in this way, it is easier to assess which elements cause the least friction, but create the most value for your business.

A: Radiant Telelearning offers customized training delivery solutions for individuals, teams and businesses depending upon what they require. Here is how we help each one through our diverse formats.

Dedicated Classroom Training program

Onsite: To meet the needs & expectations of our corporate clients all over the world, our expert will travel all the way to your location to deliver the training program at a premise of your choice & convenience.

Offsite: Our client and Individual professionals across the world travel all the way to India to attend our classroom training sessions. We assist them in services like accommodation, Airport pick & drop, daily cab & Visa assistance.

Public Batches: Corporates & Individual professionals across the world can nominate their employees or themselves in our classroom or online public batches. Our public batches would have a limited number of participants to ensure individual attention. As the participants are from different background and companies, you learn from everyone’s experience.

On-the-Job Learning: Our team of consultant would help you to execute end-to-end project and simultaneously learn the technology.

 A: Radiant Telelearning offers customized solutions and training programmed for individuals, teams and businesses depending upon what they require. Here is how we help each one through our diverse formats.

Individuals / One-O-One Training

• Focused learning sessions
• Programmed scheduling according to your choice
• Get personalized attention
• Choose what technology interests you

Teams: Enroll for our Classroom or online Public Batches

• Get our specialized updated content for different skill levels
• Get on-demand learning and solve problems quickly
• Get help from the ground level through sequential learning

Enterprise:

• Get customized training programmed and solutions that can be curated especially for your business
• Meet needs of all learners
• Let your employees be geared up for all kinds of problem solving
• Inspire your teams for future
• Update your employees with latest information stretching from technology, business leadership to marketing

A: Radiant Telelearning has a large pool of in-house certified trainers & consultants with strong background and working experience on the technology.

Radiant Telelearning offers more than 800+ courses and for each course Radiant have identified best-in-class instructors.

Radiant has highly intensive selection criteria for Technology Trainers & Consultants, who deliver you training programs. Our trainers & consultants undergo rigorous technical and behavioral interview and assessment process before they are on boarded in the company.

Our Technology experts / trainers & consultants carry deep dive knowledge in the technical subject & are certified from the OEM. Our faculty will provide you the knowledge of each course from fundamental level in an easy way, and you are free to ask your doubts any time from your respective faculty.

Our trainers have patience and ability to explain difficult concepts in a simplistic way with depth and width of knowledge.

 A: Radiant Telelearning offers training programs on the weekday, weekend, and a combination of weekdays and weekends. You can always choose the schedule that best suits to your need.

A: To attend the training session you should have an operational Desktops or Laptops with required specification along with good internet connection to access the labs. 

A: We would always recommend you to attend the live session to practice & clarify the doubts instantly and get more value from your investment. However, if due to some contingency if you have to skip the class Radiant Techlearning would help you with the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use.

A: Radiant Techlearning has a data center containing the Virtual Training environment for the purpose of participant’s hand-on-practice. 

Participants can easily access these labs over Cloud with the help of remote desktop connection. 

Radiant virtual labs provide you the flexibility to learn from anywhere in the world and in any time zone. 

A: The learners will be enthralled as we engage them the real world and industry Oriented projects during the training program. These projects will improve your skills and knowledge and you will gain better experience. These real time projects, they will help you a lot in your future tasks and assignments.

 A: Radiant believes in a practical and creative approach to training and development which distinguishes it from the other training and developmental platforms. Moreover training courses are undertaken by some of the experts who are having vast range of experience in their domain.