OVERVIEW
Target audience: IT Services employees
IT Service Management (ITSM) refers to an organization's processes and supporting procedures to design, plan, deliver, operate, and control information technology (IT) services offered to customers.
The following ITSM training courses are available to IT Services employees:
IT Training Special Request
For group requests, training consultations, or any other inquiries, please submit an IT Services training registration (Special request) form.
ITM 312: ITSM Change Management
NOTE: These sessions are for IT Services Units staff.
- Target Audience: All IT Services staff
- Prerequisites: None
- Duration: 2.5 hours
- Course format: Online workshop
Register now (Choose the session that best fits your schedule. If no sessions are available, you can register on the waitlist.)
Description: This course provides an overview of the change management functionalities in ServiceNow.
Topics covered include:
- What are ITIL (Infrastructure Library), ITSM (Service Management), and change management?
- Key concepts, roles, and change types
- Navigating, searching, and creating and saving filters in ServiceNow
- Creating a normal change
- Copying a normal change
- Creating a normal change template
- Creating a standard change template
ITM 315: Major Incident Management
NOTE: These sessions are for IT Services Units staff.
- Target Audience: All IT Services staff
- Prerequisites: Incident Management training
- Duration: 1.5 hours
- Course format: Online workshop
Register now (Choose the session that best fits your schedule. If no sessions are available, you can register on the waitlist.)
Description: This course provides an overview of best practices for Major Incident Management.
Topics covered include:
- Identifying Major Incidents
- Promoting incidents assigned to your team
- Sending out Major Incident alerts
- Locating and closing Major Incidents assigned to you or your team
ITM 319: Incident Management
NOTE: These sessions are for IT Services Units staff.
- Target Audience: All IT Services staff
- Prerequisites: None
- Duration: 1.5 hours
- Course format: Online workshop
Register now (Choose the session that best fits your schedule. If no sessions are available, you can register on the waitlist.)
Description: This course provides an overview of incident management in ServiceNow.
Topics covered include:
- Locating incidents assigned to you or your team
- Acknowledging, working on, and resolving an incident
- Creating an incident from a ticket
ITM 320: Request Fulfillment
NOTE: These sessions are for IT Services Units staff.
- Target Audience: All IT Services staff
- Prerequisites: None
- Duration: 1.5 hours
- Course format: Online workshop
Register now (Choose the session that best fits your schedule. If no sessions are available, you can register on the waitlist.)
Description: This course provides an overview of request fulfillment in ServiceNow.
Topics covered include:
- Locating tasks assigned to you or your team
- Acknowledging, working on, and closing a task
- Creating a request from a ticket
ITM 328: Dashboards and reports in ServiceNow
NOTE: These sessions are for IT Services Units staff.
- Target Audience: All IT Services staff
- Prerequisites: None
- Duration: 1 hour
- Course format: Online workshop
Register now (Choose the session that best fits your schedule. If no sessions are available, you can register on the waitlist.)
Description: This course provides an introduction to dashboards and reports in ServiceNow.
Topics covered include:
- Creating and sharing a dashboard
- Copying and modifying a global report
- Creating, sharing, and scheduling a report
ITM 331: ITSM Knowledge Management
NOTE: These sessions are for the extended IT Services Units. It is a required training for IT Teams' subject matter experts (SMEs).
- Target Audience: All IT Services staff
- Prerequisites: None
- Duration: 2 hours
- Course format: Online course
Register now (Once you register, you will receive an email with a link to the course within 2 business days.)
Description: This course provides users with an introduction to knowledge management, specifically tailored to McGill as well as an in depth view of the IT Services knowledge management process in ServiceNow.
Topics covered:
- What is KM and why do we do it?
- The IT support site
- The knowledge management workflow
- Articles types and their use
- ServiceNow navigation (backend navigation)
- Annual review process (Knowledge review tasks)
- Annual Knowledge Review - 3 scenarios
- Approvals
- Request changes outside of the annual Review Process
- Other means of contributing
ITM 340: ITSM Problem Management
NOTE: These sessions are for IT Services Units staff.
Target Audience: All IT Services staff
Prerequisites: None
Duration: 1.5 hours
Course format: Workshop
Register now (Choose the session that best fits your schedule. If no sessions are available, you can register on the waitlist.)
Description: This course provides an overview of the problem management process in ServiceNow, explaining what Problem Management is and how to create and resolve a problem in ServiceNow.
