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Introduction to IT Service Management using ServiceNow

DoaneX is pleased to offer the Introduction to ServiceNow IT Service Management for Beginners. ServiceNow is a leading cloud-based computing company whose versatile digital platform streamlines processes and improves customer experiences. It is used by businesses of all sizes in every industry and the demand for ServiceNow professionals is in high demand. This course is ideal for anyone who wants to learn about what ServiceNow is, what IT ServiceManagement is, common terms used in the industry and understand high level support desk processes from both an end user and fulfiller point of view. Upon completion of the course, students will be able to enroll in career paths supporting their current jobs and obtain industry micro and mainline certifications in ServiceNow Administration.

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What's inside

Learning objectives

Identify the servicenow platform, capabilities, and high-level it processes.
Recall key terms used in servicenow
Apply key terms to processes within servicenow

Discover the scope of the platform.
Explore potential careers available beyond an it service desk role.

Identify the servicenow platform, capabilities, and high-level it processes.
Recall key terms used in servicenow
Apply key terms to processes within servicenow
Discover the scope of the platform.
Explore potential careers available beyond an it service desk role.

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Read about what's good

what should give you pause

and possible dealbreakers

Examines ServiceNow, which is used by businesses of all sizes, in every industry, and is in high demand

Introduces common terms used in the IT Service Management industry

Explains support desk processes from both an end user and fulfiller point of view

Taught by Mary Hunter, an recognized instructor in the industry

Develops critical thinking through common terms and processes within the industry

Builds a strong foundation for understanding the ServiceNow platform and IT Service Management

No additional expenses beyond the course fee, such as access to software or materials

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Reviews summary

Foundational introduction to servicenow & itsm careers

According to students, this course offers a clear and concise introduction to IT Service Management and ServiceNow, making complex topics digestible for absolute beginners. Many learners found it an excellent starting point for understanding core concepts and their real-world application, praising the instructor's effective delivery. It is highly valued for helping students explore and prepare for ServiceNow-related career paths and certifications. While it provides a strong conceptual foundation and covers high-level processes, some learners with prior IT experience or those seeking in-depth practical work felt it remained too high-level and desired more hands-on platform interaction. Overall, it successfully delivers on its promise as an introductory course.

Instructor's explanations are clear and easy to follow.

"The instructor's delivery was excellent, making complex topics digestible."

"The instructor explains everything clearly, and the course material is up-to-date."

"The quality of instruction is top-notch."

Helps identify and prepare for careers and certifications.

"It truly helps in setting up a career path in this domain. Highly recommend for aspiring IT professionals."

"It does a great job of explaining concepts from both an end-user and fulfiller perspective, which is very helpful."

"The course mentions exploring potential careers, and it definitely opened my eyes to the opportunities in this field."

Provides a solid understanding of ITSM principles and ServiceNow's role.

"I appreciated the comprehensive overview of ServiceNow and its role in ITSM. The instructor explains everything clearly..."

"Solid introductory course. It helps clear up a lot of the jargon around ITSM and ServiceNow."

"The way IT Service Management principles are tied directly to ServiceNow features is very effective."

Offers a clear, digestible entry into ITSM and ServiceNow.

"This course provided an incredibly clear and concise introduction to both IT Service Management and ServiceNow. As someone new to the field, I found the explanations easy to grasp..."

"Excellent course for beginners! I had zero prior knowledge of ServiceNow and now I understand the fundamentals..."

"I was looking for a way to understand ServiceNow's core functionalities for my new job, and this course delivered perfectly. It's well-paced, easy to follow..."

Primarily theoretical; some users desired more hands-on ServiceNow exercises.

"My only minor critique is that it stayed at a high level. While it's an 'introduction,' I would have loved a bit more hands-on practical exercises..."

"The course is okay, but quite basic. If you have any prior experience... you might find this course a bit slow and redundant."

"I felt there wasn't enough direct interaction with the platform. It's more about understanding concepts than actual hands-on application."

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Introduction to IT Service Management using ServiceNow with these activities:

Review IT Infrastructure basics

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Refreshes an understanding of foundational concepts and topics in IT infrastructure and cloud computing, which are vital for comprehension in this course.

Browse courses on IT Infrastructure

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Review the key components of IT infrastructure, including servers, networks, storage, and security.
Understand the different types of cloud computing services, such as SaaS, PaaS, and IaaS.

Review and Organize Course Materials

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Ensure a strong foundation by reviewing and organizing lecture notes, assignments, and other materials provided in the course.

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Gather all materials, including lecture notes, slides, readings
Review and summarize key concepts
Organize materials in a logical way for easy reference

Follow ServiceNow online tutorials

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Enhances understanding of ServiceNow concepts and workflows through guided, interactive tutorials provided by the platform.

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Access ServiceNow's online tutorial library.
Select tutorials that align with the topics covered in the course.
Follow the step-by-step instructions and complete the exercises.

Five other activities

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Practice IT Service Management Concepts

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Reinforce your understanding of IT Service Management concepts by engaging in repetitive exercises.

Browse courses on IT Service Management

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Identify common ITIL processes and their purpose
Simulate incident management workflows
Practice service catalog management

Hands-on exercises with ServiceNow instances

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Provides practical experience with ServiceNow, enabling reinforcement of concepts learned in the course and improved understanding of the platform's functionality.

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Set up a ServiceNow instance.
Create and manage incidents and requests.
Configure and customize the ServiceNow interface.

Join a ServiceNow study group

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Fosters collaboration and peer learning by engaging in discussions and sharing knowledge with others taking the course, reinforcing comprehension and identifying areas for improvement.

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Find or create a study group with other course participants.
Discuss course topics, share resources, and quiz each other.

Assist with IT Support at a Local Organization

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Gain practical experience and enhance your IT Service Management skills by volunteering in a real-world setting.

Browse courses on IT Support

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Identify local organizations that offer volunteer opportunities in IT support
Contact the organization and inquire about volunteer roles
Assist with resolving user issues and managing service requests

Build a personal ServiceNow project

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Applies knowledge gained in the course to a practical project, solidifying understanding of ServiceNow's capabilities and fostering creativity and problem-solving skills.

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Identify a problem or use case that can be addressed with ServiceNow.
Design and implement a ServiceNow solution.
Test and evaluate the solution.

Career center

Learners who complete Introduction to IT Service Management using ServiceNow will develop knowledge and skills that may be useful to these careers:

Reading list

We've selected 50 books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Introduction to IT Service Management using ServiceNow.

ITIL Foundation, ITIL

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ServiceNow is built upon ITIL principles. This official guide to ITIL 4 provides the foundational knowledge of IT service management best practices, which are essential for understanding the processes automated by ServiceNow. is highly recommended for anyone working with ServiceNow, regardless of their technical role, and is often a prerequisite for certifications.

Introduction to IT Service Management using ServiceNow

What's inside

Learning objectives

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Reviews summary

Foundational introduction to servicenow & itsm careers

Activities

Career center

Reading list

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