What you'll learn

Service disruptions and recurring issues can cripple IT organizations without a structured way to manage them. In this course, Understanding Core IT Service Management (ITSM) Concepts, you’ll gain the skills needed to restore services quickly and prevent repeat incidents using ServiceNow. First, you’ll explore the foundations of ITSM in ServiceNow, defining key concepts like incidents and problems, understanding the personas involved, and mapping out the lifecycle of each process. Along the way, you’ll see how supporting elements like change management, knowledge management, and the CMDB connect to these workflows. Next, you’ll learn how to manage the complete lifecycle of incidents—from employee-facing issue logging to backend resolution workflows—using ServiceNow’s tools for tracking, collaboration, and timely resolution. Finally, you’ll discover how to apply problem management principles by investigating root causes, creating and relating problems, documenting workarounds, and coordinating with change management for permanent fixes. When you’re finished with this course, you’ll have the knowledge and hands-on experience needed to use ServiceNow ITSM to stabilize services, eliminate recurring problems, and enhance the IT support experience.