ITSM certification blue print

[wakespirit]

Dear all,

I am actually studying the Self peace training of ITSM fundamental and have gone through the certification blue print document as well.

In the blue print document of the certification, it is mention for example for INCIDENT the following covering topics :

1- Base Application functionality
2- Architecture and security
3- Business case/Use case
4- Proven practice implementation

Based on point 2, 3 and 4 I could not find in ITSM documentation to which topics it is referencing.

Could you please point me out the part for study ?

regards

[Davida Hardy]

Hello, The ITSM exam is based on content in both the ITSM Fundamentals and ITSM Implementation courses. Items 2-4 are covered in ITSM Implementation. #2, this is talking about the system roles, what those roles can do in the system, the table schema, script includes, and state models. #3, in ITSM implementation, stories are used to provide example of real life use cases. The labs are designed so that students can build functionality to solve a use case. #4, ITSM Implementation covers the scope of common configurations required during an implementation. Throughout the course, tips are provided for best practice, along with some dos and don’ts. Some technical best practices can be found in the community and on the customer success site. Hope this helps.

[wakespirit]

Thanks for the information.

Could you point me out to some reference link in order to study the point you mentionned in ITSM implementation topics #2.#3,#4 ?

Thanks for that I am confuse

[Davida Hardy · Accepted solution]

#2a - You can locate schema maps in your PDI (personal development instance) by navigating to the System Definition > Tables & Columns module. Look for the name of the table (i.e., incident) and view the schema map. From the schema map, you need to be aware of:

• If the table extends from another table
• What tables are referenced

#2b - Roles, you can navigate to the roles table, and the description gives you a basic understanding of what the role can do. Some applications like Problem have a doc page where the roles are specifically called out, i.e., https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/problem-management/refe.... Each application has a top page you can navigate through to see which components are installed. If you have a PDI, you can impersonate users with the required roles to see what actions they can do in the system. In our ITSM Implementation, s UML diagram was created to illustrate roles and actions. However, you won't find that UML outside the class.

#2c - In ITSM Implementation, we cover which script includes should be edited to make changes to state flows. Look for the "Installed With APPLICATION NAME" pages to locate script includes. For example https://docs.servicenow.com/bundle/london-it-service-management/page/product/incident-management/con...

#3 - There is no reference link other than taking the ITSM Implementation course which provides you with these stories.

#4a - In terms of common configurations, this is outlined in the ITSM Implementation course based on what many consultants have seen in the field. I don't believe I have a comprehensive list mentioned elsewhere. However, this resource might be helpful: https://www.servicenow.com/success/get-started-itsm.html. Each application will open up a link to a community with a video you can watch and a document you can download. The items in the PDF are typical configurations implementers need to make (i.e., defining priority matrix, assignment groups, etc.).

#4b -For things like governance and best practice, see:https://www.servicenow.com/success.html

[blanca12]

The ITSM exam is based on content in both the ITSM Fundamentals and ITSM Implementation courses. Items 2-4 are covered in ITSM Implementation.

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