IT Service Management (ITSM) Fundamentals

Lesson

• Defining the software, roles, and personas needed to enable ITSM procedures on the ServiceNow platform
• Identifying how the ServiceNow ITSM applications support IT services &end-user customer experiences

Lab

• IT Service Management Overview
• IT Service Management Process Architecture
• IT Service Management Applications Overview
• Lab 1.1 Verify the ITSM environment

Lesson

• Explaining the Service Catalog & its relationship to Request Management
• Using the ServiceNow platform to submit, approve, fulfil, & close a request
• Identifying the data structure & roles that support the Request Management process

Lab

• Overview
• Service Directory
• Activity: Look up the ITSM components
• Request Control
• Submittal
• Approval
• Lab 2.1: Check the request and approval capabilities of the service catalogue
• Fulfilment
• Closure
• Lab 2.2: Check tracking capabilities for Request Fulfilment

Lesson

• Explaining Incident Management and Problem Management and their relationship to other key ITIL processes
• Using the ServiceNow platform to create, manage, and resolve incidents and problems
• Identifying the application roles, personas, and architecture that support Incident and Problem Management

Lab

• Overview
• Incident Management
• Creation & classification
• Lab 3.1 Verify incident record creation capabilities
• Investigation & diagnosis
• Resolution & closure
• Lab 3.2 Verify incident tracking & resolution capabilities
• Problem Management
• Detection & logging
• Investigation and diagnosis
• Resolution & closure
• Lab 3.3 Verify problem tracking capabilities

Lesson

• Using the ServiceNow platform to create, manage, and close a change request
• Identifying application roles, personas, and process lifecycles that support Change Management

Lab 

• Overview
• Change Management
• Record & review
• Assess & evaluate
• Authorize
• Lab 4.1 Verify change creation & authorization capabilities
• Plan & implement
• Review & close
• Lab 4.2 Verify change request tracking & closure capabilities

Lesson

• Identifying other platform features that increase the productivity and efficiency of the ITSM solution
• Recognizing ITSM Professional applications and their value in maturing and ITSM solution

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 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 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 & consultant 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 simplistic way with depth and width of knowledge.

 A: Radiant Telelearning offers training program 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 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.