ITSM

1. Incident Management

Purpose: To restore normal service operation as quickly as possible and minimize the impact on the business.
Key Features:
Logging and tracking incidents.
Categorization and prioritization of incidents.
Assignment to appropriate support teams.
Communication with users regarding incident status.
Reporting and analysis of incident trends.

2. Problem Management

Purpose: To identify the root cause of incidents and prevent future occurrences.
Key Features:
Problem identification and logging.
Root cause analysis (RCA).
Workarounds and known error documentation.
Change requests for permanent solutions.
Reporting on problem trends and resolutions.

3. Change Management

Purpose: To control the lifecycle of all changes to minimize disruption to IT services.
Key Features:
Change request submission and approval workflows.
Risk assessment and impact analysis.
Change scheduling and implementation.
Post-implementation reviews.
Change reporting and metrics.

4. Request Management

Purpose: To manage service requests from users, such as access requests or hardware/software requests.
Key Features:
Service catalog for users to submit requests.
Approval workflows for requests.
Fulfillment processes for service delivery.
Integration with other ITSM processes (e.g., incident, change).
Reporting on request trends and fulfillment times.

5. Service Level Management (SLM)

Purpose: To ensure that all current and planned IT services are delivered according to agreed-upon service level agreements (SLAs).
Key Features:
Definition and management of SLAs.
Monitoring and reporting on SLA compliance.
Alerts for SLA breaches.
Integration with incident and change management for SLA tracking.

6. Knowledge Management

Purpose: To share knowledge and information across the organization to improve efficiency and reduce the need for repeated support.
Key Features:
Creation and management of knowledge articles.
Categorization and tagging of articles for easy retrieval.
Approval workflows for publishing articles.
Integration with incident and problem management for knowledge sharing.

7. Configuration Management

Purpose: To maintain information about configuration items (CIs) and their relationships in a Configuration Management Database (CMDB).
Key Features:
CI identification and classification.
Relationship mapping between CIs.
Impact analysis for changes and incidents.
Reporting on CI status and relationships.

8. Release Management

Purpose: To plan, schedule, and control the movement of releases to test and live environments.
Key Features:
Release planning and scheduling.
Coordination of release activities.
Documentation of release notes and deployment plans.
Post-release evaluation and reporting.

9. Service Portfolio Management

Purpose: To manage the service portfolio, including service strategy, design, transition, operation, and continual improvement.
Key Features:
Definition and management of services offered.
Assessment of service performance and value.
Alignment of services with business needs.
Reporting on service portfolio status.

ITOM

1. Introduction to ITOM

Overview of ITOM and its importance in IT service management.
Key components of ITOM: Discovery, Service Mapping, Event Management, and Orchestration.
Understanding the relationship between ITOM and ITSM.

2. ServiceNow Discovery

Introduction to Discovery:

Purpose and benefits of Discovery.
Overview of the Discovery process.
Discovery Configuration:

Setting up the MID Server for Discovery.
Configuring Discovery schedules and credentials.
Understanding the Discovery patterns and probes.
Discovery Process:

Scanning and identifying devices in the network.
Collecting data on configuration items (CIs).
Mapping relationships between CIs.
Post-Discovery Activities:

Reviewing and validating discovered data.
Managing discovered CIs in the Configuration Management Database (CMDB).
Reporting on Discovery results.

3. Service Mapping

Introduction to Service Mapping:

Understanding the purpose of Service Mapping.
Differences between Discovery and Service Mapping.
Service Mapping Configuration:

Setting up Service Mapping and its components.
Creating and managing service maps.
Service Mapping Process:

Identifying business services and their dependencies.
Mapping application services and infrastructure components.
Validating and refining service maps.
Post-Mapping Activities:

Integrating service maps with the CMDB.
Reporting on service maps and dependencies.

4. Event Management

Introduction to Event Management:

Understanding the role of Event Management in ITOM.
Overview of event correlation and management.
Event Management Configuration:

Setting up Event Management and its components.
Configuring event rules and alerts.
Event Processing:

Ingesting events from various sources (monitoring tools, SNMP traps).
Correlating events to reduce noise and identify incidents.
Creating incidents and alerts from correlated events.
Post-Event Management Activities:

Reporting on event trends and performance.
Integrating Event Management with Incident Management.

5. Orchestration

Introduction to Orchestration:

Understanding the purpose of Orchestration in ITOM.
Overview of workflows and automation.
Orchestration Configuration:

Setting up Orchestration and its components.
Creating and managing orchestration workflows.
Orchestration Process:

Automating routine IT tasks (e.g., provisioning, de-provisioning).
Integrating with external systems and APIs.
Using Flow Designer for orchestration.
Post-Orchestration Activities:

Monitoring and reporting on orchestration workflows.
Best practices for maintaining orchestration processes.

6. Cloud Management

Introduction to Cloud Management:

Understanding the role of Cloud Management in ITOM.
Overview of cloud service models (IaaS, PaaS, SaaS).
Cloud Management Configuration:

Setting up cloud management capabilities in ServiceNow.
Integrating with cloud providers (AWS, Azure, Google Cloud).
Cloud Management Processes:

Provisioning and managing cloud resources.
Monitoring cloud usage and costs.
Implementing governance and compliance for cloud resources.

7. Performance Analytics

Introduction to Performance Analytics:

Understanding the importance of performance metrics in ITOM.
Overview of Performance Analytics capabilities in ServiceNow.
Performance Analytics Configuration:

Setting up indicators and data sources.
Creating dashboards and reports for ITOM metrics.
Performance Analytics Processes:

Analyzing performance trends and identifying areas for improvement.
Using data to drive decision-making in IT operations.

8. Best Practices and Use Cases

Best Practices for ITOM Implementation:

Strategies for successful ITOM deployment.
Common pitfalls and how to avoid them.
Real-World Use Cases:

Case studies of successful ITOM implementations.
Hands-on exercises for applying ITOM concepts.

9. Monitoring and Troubleshooting ITOM

Monitoring ITOM Processes:

Tools and techniques for monitoring ITOM activities.
Key performance indicators (KPIs) for ITOM success.
Troubleshooting ITOM Issues:

Common issues and troubleshooting steps.
Using ServiceNow logs and reports for debugging.

10. Certification and Resources

Overview of ServiceNow ITOM certifications.
Recommended resources for further learning (documentation, community forums).
Best practices for staying updated with ServiceNow releases

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