IT Service Management Foundations: Tools

Course details

This course provides a comprehensive comparison of leading IT service management (ITSM) tools, including ServiceNow, Jira Service Management, BMC Helix ITSM, Ivanti Service Manager, and Freshservice. Instructor Mark Grey covers each platform's core functional capabilities, aligned with ITIL best practices, and assesses their non-functional attributes like scalability, security, and usability. Along the way, gain insights into customization options, scripting capabilities, and the availability of skilled contractors for each solution. An ideal fit for DevOps and site reliability engineers as well as security and compliance professionals, this course also addresses practical considerations such as implementation, training resources, and cost implications, empowering you to make informed decisions that meet your organization's unique ITSM needs.

Learning objectives
Define what factors should be considered when choosing your next ITSM tool.
Explain the functional and non-functional elements on each ITSM tool.
Understand how AI could be used with ITSM tools.
Assess what ITSM tool overall might be your best choice for your organization.

Concepts

0. Introduction

01 - Choosing the right service management tool
02 - What you should know

1. Introducing Service Management Tools

03 - What are the top current tools
04 - Standards and considerations
05 - Business considerations for choosing tools
06 - Technical considerations for choosing tools

2. ServiceNow

07 - Functional elements of ServiceNow
08 - Nonfunctional elements of ServiceNow
09 - Strengths and weaknesses
10 - Costs and licensing
11 - Skillset and support considerations

3. Jira Service Management

12 - Functional elements of Jira
13 - Nonfunctional elements of Jira
14 - Strengths and weaknesses
15 - Costs and licensing
16 - Skillset and support considerations

4. BMC Helix ITSM

17 - Functional elements of Helix
18 - Nonfunctional elements of Helix
19 - Strengths and weaknesses
20 - Costs and licensing
21 - Skillset and support considerations

5. Ivanti Service Manager

22 - Functional elements of Ivanti Service Manager
23 - Nonfunctional elements of Ivanti Service Manager
24 - Strengths and weaknesses
25 - Costs and licensing
26 - Skillset and support considerations

6. Freshservice

27 - Functional elements of Freshservice
28 - Nonfunctional elements of Freshservice
29 - Strengths and weaknesses
30 - Costs and licensing
31 - Skillset and support considerations

7. Other Considerations Before You Buy

32 - Customization and configuration
33 - AI opportunities
34 - Profiling the best fit for business types
35 - Other tools - What else is out there

Conclusion

36 - ITSM tools that grow with you