Description

Introduction of ServiceNow IT Operations Management

ServiceNow IT Operations Management (ITOM): Proactive Monitoring and Automation focuses on equipping participants with the skills to optimize IT operations through proactive monitoring and automation within the ServiceNow platform. This training is designed for IT professionals who wish to enhance their operational efficiency, reduce incidents, and improve service quality by leveraging ServiceNow’s ITOM capabilities.

Prerequisites

• Completion of ServiceNow ITSM Essentials or equivalent experience
• Basic understanding of IT infrastructure and operations
• Familiarity with ServiceNow functionalities and user interface

Table of Contents

1. Introduction to IT Operations Management

1.1 Overview of ITOM and Its Importance(Ref: ServiceNow Fundamentals: Workflow Automation and Service Management)
1.2 Key Components of ITOM within ServiceNow
1.3 The Role of Proactive Monitoring and Automation

2. ServiceNow ITOM Architecture

2.1 Understanding the ITOM Architecture
2.2 Overview of Service Discovery and Dependency Mapping
2.3 Integrating ITOM with ITSM for Enhanced Operations

3. Proactive Monitoring Strategies

3.1 Implementing Monitoring Solutions within ServiceNow
3.2 Utilizing Event Management for Alerting and Incident Response
3.3 Configuring and Managing Alerts and Notifications
3.4 Best Practices for Effective Proactive Monitoring

4. Automation of IT Operations

4.1 Introduction to Automation in ITOM
4.2 Leveraging Orchestration for Automated Workflows
4.3 Implementing Automated Remediation Processes
4.4 Using Virtual Agents for Enhanced User Interaction

5. Service Mapping and Dependency Management

5.1 Understanding Service Mapping and Its Benefits
5.2 Creating and Managing Service Maps
5.3 Leveraging Dependency Mapping for Incident Impact Analysis

6. Performance Monitoring and Analytics

6.1 Overview of Performance Monitoring Tools in ServiceNow
6.2 Setting Up and Managing Performance Dashboards
6.3 Utilizing Analytics for Proactive Decision Making

7. Change Management and Automation

7.1 Understanding the Relationship between ITOM and Change Management
7.2 Automating Change Requests and Assessments
7.3 Utilizing Change Models for Streamlined Operations

8. Integrating ITOM with Other ITSM Functions

8.1 Overview of Integration Capabilities within ServiceNow
8.2 Strategies for Cross-Module Collaboration
8.3 Case Studies of Successful ITOM Implementations

9. Best Practices and Case Studies

9.1 Successful ITOM Implementations in Organizations
9.2 Lessons Learned from Leading ITOM Practices
9.3 Real-World Applications of Proactive Monitoring and Automation

10. Future Trends in ITOM and ServiceNow

10.1 Emerging Trends in IT Operations Management
10.2 The Impact of AI and Machine Learning on ITOM
10.3 Preparing for Future Challenges in ITOM with ServiceNow

Conclusion

This training empowers participants with the knowledge and skills to effectively implement proactive monitoring and automation within ServiceNow’s ITOM framework. By utilizing advanced features and best practices, organizations can enhance operational efficiency, minimize downtime, and improve overall service quality. Participants will leave with a clear understanding of how to leverage ITOM capabilities to drive continuous improvement and adapt to the evolving landscape of IT operations.

Reference