My ITSM Journey
Welcome to my IT Service Management (ITSM) journey! Think of it as my digital 'home,' where I share my progress and growth throughout this course. This journey is a collection of all the assignments, labs, reflections, and projects I've completed over the semester. Each milestone represents a 'room' in my house, reflecting a different aspect of my development in the world of IT Service Management.
ITSM Posts & Projects
Week 1-Introduction to IT Service Management
In the first week, I explore the fundamentals of IT Service Management (ITSM) and how it impacts businesses.
Week 2-ITIL4: The Four Dimensions and Guiding Principle
This week we explored ITIL 4 concepts including the Four Dimensions of Service Management, Service Value System (SVS), and the 7 Guiding Principles, linking theory...
Week 3-ITIL4 Service Value Chain & SVS in Action
Applied ITIL 4 this week through two cases (chatbot quality & Wi-Fi vendor delays), mapped demand→value with the Service Value Chain for an email migration,...
Week 4-Service Desk & Incident Management
Learned about ITIL V3 service desk and incident management. Answered theory questions, mapped incident sub-processes, and analyzed helpdesk ticket data from Kaggle against ITIL standards....
Week 5-Problem Management
Explored the core concepts of problem management in ITIL, including its sub-processes, KPIs, and the relationship with incident management. Analyzed incident data from Kaggle to...
Week 6 - Incident Management with ServiceNow
This week, I practiced Incident Management using ServiceNow, creating three roles (user, agent, and manager) to simulate incident reporting, handling, and monitoring in IT Service...
Week 7 - Group Simulation Lab: Turning Real Data into ITIL Tickets in ServiceNow
This week, our group collaborated to transform real-world incident data from Kaggle into ITIL-compliant tickets using ServiceNow. We simulated multi-tier IT support involving customers, agents,...
Week 8 - Midterm Exam: IT Service Management
For the Midterm Exam, I completed three challenges covering ITIL-based incident and request management in ServiceNow, data quality analysis, and practical simulation as a Service...
Week 10 - Change, Release, and Configuration Management
In this week’s lab, I explored three critical ITIL processes — Change Management, Release & Deployment Management, and Configuration & Asset Management — through a...
Week 11 – ServiceNow Change Management & Problem Management Lab
Hands-on ITSM activities in ServiceNow focusing on the full Change Management lifecycle and a collaborative Problem Management scenario.
Week 13 – Availability, Capacity, and Service Level Management
A summary of core ITIL 4 practices: Availability Management, Capacity & Performance Management, Service Level Management, and Service Catalogue Management, based on the Week 13...
Week 14 – Event Management and Knowledge Management
This week focused on Event Management and Knowledge Management, followed by a group project involving mind maps of nine ITIL practices and service interaction flowcharts....
Week 15 – Final Project Part 1: Incident, Problem, and Change Management
This week marks the beginning of the Final Project, focusing on an end-to-end ITIL workflow involving Incident, Problem, and Change Management using a ServiceNow case...
Week 16 – Knowledge Management (Final Project Part 2)
In the second part of the Final Project, Knowledge Management was implemented in ServiceNow by converting real incidents, problems, and changes into actionable Knowledge Articles...