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Steps to Prepare for ServiceNow

How can you prepare for ServiceNow adoption? Walk through these recommended resources to familiarize yourself with IT Service Management terminology and concepts, the ServiceNow tool and processes.

1
Review ITSM

The following will introduce you to IT service management (ITSM) terminology and concepts.

Navigation in Navvia (navvia.stanford.edu): Learning Centre >> Recorded Courses >> ITSM Overview

  • Play module >> Introduction -- IT Service Management and ITIL. Covers services lifecycle and mentions the difference between technology-focused versus services-focused approach. (8:41 minutes)
  • Play module >> Service Operation. Shows difference between Request and Incident, cites Problem, Change, and Knowledge. (24:08 minutes)

Reference:

2
Learn the processes

Familiarize yourself with the ITIL processes -- owners, descriptions, and documentation -- as implemented at Stanford University. 

Get started about processes

3
Explore the tool

The following will introduce you to the ServiceNow tool as implemented at Stanford University.

Reference:

 

Last modified August 22, 2016