IT Service Management Administration Training Course

Participants can configure access structures that support fulfilment work while applying least-privilege principles.

• Define user, group, and role models using least-privilege access principles
• Configure role inheritance and group membership for fulfilment assignment
• Apply ACL evaluation order to table, record, and field access
• Set delegated administration boundaries without granting unrestricted administrative rights
• Audit user changes through history sets, logs, and impersonation controls
• Assess segregation-of-duties conflicts in requester, fulfiller, and approver roles

Participants can structure and govern CMDB data to support service operations, impact analysis and controlled changes.

• CSDM concepts linking business services, offerings, applications, and configuration items
• Define CI classes, identification rules, and mandatory attribute standards
• Map service dependencies using relationships, ownership, and lifecycle states
• Reconcile discovery, imports, and manual updates through CMDB governance
• Measure CMDB completeness, correctness, and compliance with health dashboards
• Control CI changes through change records and authorised update processes

Participants can configure record interfaces and control configuration changes through tested update sets.

• Configure tables, fields, dictionary attributes, reference qualifiers, and choice lists
• Design forms using sections, related lists, UI policies, and client scripts
• Build filtered lists, saved views, breadcrumbs, and list-control actions
• Apply update sets to package configuration between controlled instances
• Compare configuration options before introducing scripted customisation
• Test configuration changes using acceptance criteria and rollback records

Participants can configure service restoration and request fulfilment workflows that route work and track progress accurately.

• Configure incident states, assignment groups, priorities, and major-incident communications
• Apply impact-urgency priority matrices and escalation rules consistently
• Build catalog items with variables, variable sets, and fulfilment tasks
• Route requests using assignment rules, approvals, and task dependencies
• Manage service offerings, catalog categories, and user-facing descriptions
• Track request fulfilment through service request, item, and task records

Participants can administer linked problem, change and knowledge processes with auditable controls and traceability.

• Configure problem records, root-cause fields, known errors, and workaround publication
• Apply change models, risk assessment, approval policies, and CAB decisions
• Set emergency-change controls, retrospective review requirements, and audit evidence
• Create knowledge workflows with ownership, review dates, and feedback
• Link incidents, problems, changes, and knowledge articles for traceability
• Use standard change templates to reduce approval delay and variation

Participants can configure service commitments and automate repeatable ITSM tasks using appropriate platform controls.

• Define SLA definitions, schedules, pause conditions, and breach actions
• Configure task SLAs for response, resolution, and fulfilment commitments
• Build Flow Designer automations using triggers, actions, conditions, and approvals
• Select business rules, client scripts, and flows for appropriate automation
• Control notification content, recipients, events, and subscription preferences
• Test automation paths for exceptions, rework, and duplicate task prevention

Participants can produce controlled reports and dashboards that support operational decisions and service improvement.

• Create reports using table selection, conditions, aggregation, grouping, and trend filters
• Design dashboards for service desk, process owner, and executive audiences
• Calculate incident, request, SLA, and change metrics from record data
• Interpret backlog ageing, reassignment, breach, and resolution trends
• Apply data-quality checks before publishing operational performance reports
• Schedule report distribution with access controls and audience-specific visibility

Participants can assess ITSM data exchanges and apply administration controls for security, privacy and supportability.

• Plan import sets, transform maps, coalesce fields, and error handling
• Assess integration dependencies between identity, monitoring, asset, and ITSM systems
• Protect personal data through field controls, retention, and audit history
• Apply platform security principles for credentials, APIs, and privileged access
• Diagnose common integration failures using logs, error records, and retries
• Document interface ownership, support contacts, data mappings, and service levels

Participants can establish a practical governance approach for prioritising, releasing and improving ITSM platform configuration.

• Establish configuration governance using demand intake, design review, and approvals
• Plan releases with update-set sequencing, testing evidence, and rollback criteria
• Define support model responsibilities for administrators, developers, process owners, and vendors
• Prioritise technical debt, enhancement requests, defects, and mandatory controls
• Create an administration action plan linked to service-management improvement objectives
• Measure adoption through fulfilment quality, knowledge use, and self-service completion