IT Service Management

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IT Service Management


For whom: Fullfiller, Admin, Developer, Business Stakeholder

Format: ONLINE

Duration: 3 days

Price: 5.990 PLN net

Expert ServiceNow Trainings

 

Schedule your expert training

 

The IT Service Management training prepares you to configurate IT Service Management suite solutions, that are accessible from both desktop and mobile. You get the know the ServiceNow configuration tools, so you are able to develop your ServiceNow instance, incorporating a range of services via user friendly workflows and processes.

 

Training program


  • Incident + Problem / process & configuration:
    • Service Portal perspective,
    • Mobile app perspective (End Users, Fullfillers),
    • Default Incident Management Process,
    • Default Problem Management Process,
    • How to configure and adjust Incident and Problem – automation and proactive approach,
    • Workflows and Flows – capabilities, configuration and utilization,
    • Platform tools that can facilitate IM and PM processes,
    • Major Incident Management,
    • Incident Communications Management,
    • Parent / Child Incidents,
    • IM and PM relations to different ITIL processes,
    • Problem Management Best Practice – Madrid release plugin,
    • IM and PM process reporting.
  • Change Management / process & configuration:
    • Default Change Management Process,
    • How to configure and adjust Change Management discipline,
    • Workflows and Flows for Change Management process – capabilities, configuration and utilization,
    • Platform tools that can facilitate CHM process,
    • Change approval policies,
    • Standard Changes catalog,
    • CAB workbench Change Management Automated Testing Framework suites,
    • CHM relations to different ITIL processes,
    • CHM process reporting.
  • Agent Workspace (what it is and how it works, configuration, templates),
  • Request Fulfillment / process & configuration:
    • Service Portal perspective,
    • Mobile app perspective (End Users, Approvers, Fullfillers),
    • Default Request Fulfillment Process,
    • Request / Requested item / Catalog task – relations between main process tasks,
    • Workflows and Flows that drives and automate Requests – capabilities, configuration and utilization,
    • How to configure and adjust Request Fulfillment process,
    • Platform tools that can facilitate RF proces,
    • RF relations to different ITIL processes,
    • RF process reporting,
    • SLA, OLA, UC.

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