ITSM 2.0 Training and Support Materials

In preparation for the ITSM 2.0 GoLive, we have developed training and support materials. The resources below compliment the Incident, Request and Ticket hands-on training that many of you have already taken.

Alerts and Outages for Change
– video, article and Q&A session

To prepare you to use the Alerts and Outages features of ITSM 2.0, we have developed a video and knowledge article.

Once you have viewed the materials, you are  invited to submit any questions to the Change Process Managers and then join us for a live Q & A session on July 11th.

Step 1. Watch the video >>

Step 2View the knowledge article >>

Step 3. Submit questions by email

Step 4. Sign up for Q& A session in Minerva ITM326

CMDB awareness sessions

Sign up for awareness sessions about the changes that will be implemented in the Configuration Management Database (CMDB): New Location data, Contact information and AV equipment.

Two sessions are available: July 10 and 12

Sign up in MinervaCMDB Awareness session – ITM325

Job aids and training PPT presentation

Incident Quick Reference (2 page PDF)

Request Fulfillment Quick Reference (2 page PDF)

Incident and Request Training Workshop Presentation (PDF)

Knowledge Articles

Please refer to the following Knowledge Articles to refresh your memory of various tasks in ServiceNow. They will soon be linked from the Help (?) button at the top of the relevant ServiceNow forms. Note that the contents are being revised as needed over the next few weeks. These links open in ServiceNow QA instance and will be transferred to Production before GoLive.

Your feedback on the content of these articles would be greatly appreciated. If you spot any inaccuracies or missing information, please send an email to the project team at

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