CIS-ITSM: Certified Implementation Specialist - IT Service Management

143 Students Enrolled 77 Lectures 05:57:06 Hours

Curriculum For This Course

1

Introduction

4Lectures

Time 00:21:16

2

Incident Management

16Lectures

Time 01:20:39

3

Problem Management

9Lectures

Time 00:45:59

4

Change Management

16Lectures

Time 01:19:57

5

Knowledge Management

9Lectures

Time 00:36:24

6

Service Catalog and Request Management

10Lectures

Time 00:45:30

7

Configuration Management Database

9Lectures

Time 00:34:13

8

Bonus Lectures

4Lectures

Time 00:13:08

Introduction
	1. Introduction	2:19
	2. Overview of ServiceNow ITSM and the ServiceNow platform	6:34
	3. Navigating the ServiceNow interface	7:03
	4. Spin up your own free Developer Instance	5:20

Incident Management
	1. Incident Management Section Introduction	2:14
	2. An Overview of Incident Management	8:16
	3. Incident Management Lifecycle Hands-On	7:45
	4. Incident Management Architecture	4:32
	5. ServiceNow Incident Management Features and Functionality	7:23
	6. Service Level Management Overview	3:51
	7. Service Level Agreement Management Hands-On	6:21
	8. Major Incident Management Overview	2:13
	9. Major Incident Management Hands-On	6:43
	10. Supporting VIP users in ServiceNow Incident Management	2:07
	11. Understanding Roles and Permissions in Incident Management	4:32
	12. How to Automate Incident Assignment	4:23
	13. Configuring Incident Management	5:38
	14. Configuring Notifications in ServiceNow	6:10
	15. Incident Management Scoping Workshops	4:04
	16. Incident Management Reports and Dashboards	4:27

Problem Management
	1. Problem Management Section Intro	2:47
	2. Introduction to Problem Management in ServiceNow	7:48
	3. Problem Management Architecture	4:44
	4. Creating and Managing Problem Records in ServiceNow	6:07
	5. Root Cause Analysis and Problem Resolution	8:28
	6. Problem Resolution and Closure	3:24
	7. Problem Management Roles & Permissions	5:31
	8. Problem Reporting and Trend Analysis	3:37
	9. Facilitating Problem Management Scoping Workshops	3:33

Change Management
	1. Change Management Section Intro	3:38
	2. Change Management Overview	8:15
	3. The Change Management Lifecycle	3:11
	4. Creating and Managing Change Requests in ServiceNow	8:15
	5. Change Approval Hands-On	5:11
	6. Running CAB meetings using ServiceNow	7:40
	7. Change Planning and Scheduling	3:55
	8. Change Implementation	4:14
	9. Working with Standard Changes	7:53
	10. Change Management Configuration and Security Roles	2:59
	11. Understanding and Configuring Change Models	4:09
	12. Understanding and Configuring Change Approval Policies	4:18
	13. Release and Deployment Management	6:24
	14. Change Management Reporting and Compliance	4:23
	15. Change Management Scoping Workshops	4:16
	16. Change Management Section Closure	1:16

Knowledge Management
	1. Knowledge Management Section Intro	4:08
	2. Creating and Managing Knowledge Bases	2:45
	3. Creating and Publishing Knowledge Articles	5:01
	4. Knowledge Article Lifecycle	4:59
	5. Searching the Knowledge Base	3:27
	6. Knowledge Article Collaboration and Feedback	4:39
	7. Guided Setup for Knowledge Management	5:32
	8. Knowledge Management Security Roles	3:48
	9. Knowledge Management Section Closure	2:05

Service Catalog and Request Management
	1. Service Catalog and Request Management Section Intro	3:18
	2. Introduction to Service Catalog and Request Management	4:00
	3. Designing and Configuring Service Catalogs in ServiceNow	3:44
	4. Creating and Managing Catalog Items and Offerings	11:40
	5. Defining and Automating Service Workflows	6:31
	6. Understanding Order Guides	4:39
	7. Understanding Record Producers	2:43
	8. Managing Service Requests and Fulfillment	6:15
	9. Defining SLAs for Request Fulfillment	1:24
	10. Service Catalog and Request Management Section Closure	1:16

Configuration Management Database
	1. CMDB Section Introduction	2:48
	2. ServiceNow's CMDB and CSDM Explained	7:26
	3. Understanding the CMDB and its Components	5:00
	4. Understanding CI Relationships in the CMDB.	5:03
	5. Populating the CMDB	6:30
	6. Understanding CMDB Baselines	3:17
	7. Understanding the CMDB Health Dashboard	1:48
	8. Working with the CMDB Data Manager	1:22
	9. CMDB Section Closure	0:59

Bonus Lectures
	1. ChatGPT integration with ServiceNow Incident Management introduction	1:27
	2. Use Case 1: Integrate ServiceNow Virtual Agent with ChatGPT	5:29
	3. Use Case 2: Let ChatGPT choose Incident Categorization.	4:20
	4. ITSM role requirement Cheat sheet	1:52