Enterprise Service Management with ServiceNow (E)

This course teaches concepts, methods, and techniques of enterprise service management (ESM) with a focus on the ServiceNow platform. The focus is on model-based development, implementation, and integration of service-oriented applications, combined with practical project tasks to make theoretical knowledge directly applicable.

• Fundamentals and strategic importance of enterprise service management (ESM)
• Introduction to the ServiceNow platform and its capability map
• Creation and configuration of workflows, service descriptions, and service level agreements (SLAs)
• Process management including service request fulfillment, incident, and problem management
• Development and management of catalog items and service portals
• Master data and asset management in ServiceNow
• Reporting and continuous service improvement (CSI) with a focus on data analysis and optimization
• Planning and implementation of ServiceNow implementation projects including agile methods and best practices

• Students understand the fundamentals and strategic importance of Enterprise Service Management (ESM) and how it differs from IT Service Management (ITSM).
• Students are familiar with the architecture and module structure of the ServiceNow platform and can explain its areas of application.
• Students create and configure workflows, service descriptions, and service level agreements in ServiceNow.
• Students use process management methods to implement service request fulfillment, incident management, and problem management in ServiceNow.
• Students develop catalog items and design service portals to optimize self-service offerings.
• Students use reporting and continuous service improvement to analyze data and increase service quality.

Integrated course with lectures, accompanying exercise sequences in class, individual and team coaching, presentations with feedback and reflection, and blended learning activities via the ServiceNow University learning platform.

Assessment is based on the documented work completed in the ServiceNow Labs and the practical implementation of the case studies. Students submit their solution documentation (e.g., workflows, scripts, process models, service descriptions), which serves as the basis for assessment.

• ServiceNow. (n.d.). ServiceNow. Retrieved August 26, 2025, from https://www.servicenow.com/de/
• ServiceNow Documentation. (n.d.). ServiceNow Documentation. Retrieved August 26, 2025, from https://www.servicenow.com/docs/de-DE/
• ServiceNow University. (n.d.). ServiceNow University. Retrieved August 26, 2025, from https://learning.servicenow.com/now/lxp/home
• Tisson, H. (2019). Enterprise-Service-Management. In M. H. Dahm & S. Thode (Eds.), Strategie und Transformation im digitalen Zeitalter (pp. 237–255). Springer Fachmedien Wiesbaden. https://doi.org/10.1007/978-3-658-22032-7_15

The course will be conducted as a combination of the following formats:

• Face-to-face classes to teach the basics of ESM, introduce the ServiceNow development environment, and provide support for practical exercises.
• Online classes (asynchronous support) via the official training platform “ServiceNow University” for independent in-depth study of technical and AI-related modules.

The practical implementation of the content requires continuous active participation. Attendance is mandatory for the in-person exercise phases on development and integration on the ServiceNow platform.