ITM 312 - ITSM Change Management
NOTE: Due to the pandemic, this course will be held remotely, via Webex or MS Teams. You will be provided information on how to attend once you register.
NOTE: These sessions are available ONLY to IT Services Units.
Target Audience: All IT Services staff
Prerequisites: None
Duration: 2.5 hours
Course format: Workshop Register (Choose the session that best fits your schedule)
This course provides an overview of the change management functionalities in ServiceNow. Topics covered include:
- What is 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
ITIL is a service-based approach focused on services that support business objectives. Services are managed according to business value while maintaining the balance between quality, cost effectiveness and efficiency. The course demonstrates how the Change Management process aligns IT services with the needs of business.
