BU’s Information Services delivery is based on an international framework called ITIL. ITIL helps us deliver our IT services optimally by providing us with knowledge regarding best practices in the discipline. Below is some information on the most up-to-date ITIL version, ITIL 4.
- Here is a quick 5-minute video that gives you an overview of ITIL 4.
- ITIL white paper: Everything you want to know about ITIL in one thousand words. *PDF link on SharePoint is restricted to authorized staff.
- Authorized staff can access additional ITIL resources on the dedicated SharePoint page for ITIL.
- ITIL’s official website.
For a 22-minute overview of IT Service Management, specifically at Boston University, view this material on Terrier eDevelopment (available for BU staff only).
Boston University provided ITIL training currently open for registration
Recommended Training Sequence
Welcome to the comprehensive guide for individuals seeking ITIL training at Boston University. This guide provides a recommended training sequence to help you establish a solid ITSM, ITIL, and ServiceNow foundation.
Please begin with the ITSM at BU including ITIL 4 Awareness and ServiceNow Platform and Incident Module Training.
These two courses will enhance your ITSM, ITIL and ServiceNow knowledge and skills, enabling you to effectively manage IT services using ServiceNow, BU’s primary IT Service Management tool. Please take them prior to taking the other classes.
Even if you’ve worked with ServiceNow or another service management system before, attending the training will ensure you understand how we manage our work here at Boston University, help you leverage our tooling to have the best work experience for yourself and the best service experience for our clients.
Our practices are meant to provide enough structure, and no more than necessary, which helps us optimize our service delivery. Understanding our tooling and vocabulary will help you enable optimal value for yourself and the University.
Register for these courses to stay informed about our system and practices.
Change Enablement Training
Learn what you need to know to successfully request, create and manage ServiceNow Change records. We will review relevant terminology and spend time in the tool walking through the Request for Change (RFC) lifecycle. The target audience is anyone who requests, creates or manages ServiceNow Changes, including Service Owners, Service Component/Offering Managers, and other technology staff. Basically, anyone playing a role in changes to our IT services or the technology that we use to deliver those services.
Sections
Instructor: Hillary Rosenfeld (hillaryr@bu.edu)
Instructor: Hillary Rosenfeld (hillaryr@bu.edu)
Instructor: Hillary Rosenfeld (hillaryr@bu.edu)
IT Resource Management Training
Describes the goals, roles, responsibilities, and tooling that comprise IS&T’s Resource Management practice. Attendees will come away with an overview of the practice as well as a sound understanding of how to do what they need to do within the ServiceNow Resource application, including updating staff planned out of office time, managing resource groups, managing staff resource roles, creating, and viewing, editing resource plans. NOTE: if you find you want to sign up and cannot find a session available, please send email to hillaryr@bu.edu.
Sections
No sections are currently scheduled; please check back again soon!
ITSM at BU including ITIL 4 Awareness
IT Service Management (ITSM) helps organizations optimize IT service delivery. Focused on ensuring client value, ITSM helps streamline processes and tooling and encourages a culture of continual improvement and learning. ITIL is a framework that articulates guidance and best practices for IT Service Management (ITSM). This introductory course offers a high-level overview of ITSM and its relationship to ITIL. It is not the full ITIL 4 Foundation class and does not prepare the you for the formal ITIL 4 Foundation certification but will provide you with a basic knowledge of terms and concepts and how we apply them here at BU. Suggested pairing: ServiceNow Platform and Incident Training for those processing tickets in ServiceNow.
Sections
Instructor: Hillary Rosenfeld (hillaryr@bu.edu)
Instructor: Hillary Rosenfeld (hillaryr@bu.edu)
Release Training, Part 1: SDLC (Software Development Lifecycle)
An in-depth exploration of the ServiceNow SDLC (Software Development Lifecycle) functionality, including enhancements, defects, releases, products, release items and release tasks. The target audience is anyone who supervises or works with Enhancements and Defects or deploys new functionality based on project work. If you need training and there are no sessions on the schedule, please contact hillaryr@bu.edu.
Sections
Instructor: Hillary Rosenfeld (hillaryr@bu.edu)
Release Training, Part 2: Release Engineer Role
Describes the role and responsibilities of the Release Engineer with respect to ServiceNow and overall responsibilities for a Release. Best practice instruction on products, releases, release items, and release tasks from a Release Engineer prospective and meeting cadence for deployment work. Prerequisite: Release Training, Part 1: SLDC. The target audience is anyone who supervises or acts in the role of Release Engineer for deployments to production. If you need training and there are no sessions on the schedule, please contact hillaryr@bu.edu.
Sections
Instructor: Hillary Rosenfeld (hillaryr@bu.edu)
ServiceNow Platform and Incident Module Training
ServiceNow is the primary IT Service Management (ITSM) tool at Boston University. This course provides an overview of the ServiceNow platform, including the differences between “incidents” and “service requests”. We take a detailed look at the ServiceNow Incident application. This course will provide the training you need to effectively process “tickets” and is required for anyone getting new access to ServiceNow. We recommend taking this course after completing “ITSM at BU including ITIL 4 Awareness” to maximize both courses’ benefits.
Sections
Instructor: Hillary Rosenfeld (hillaryr@bu.edu)
Instructor: Hillary Rosenfeld (hillaryr@bu.edu)
ServiceNow Service Request Training
An in-depth exploration of the Service Request practice at IS&T including a detailed explanation of ServiceNow tooling related functionality for structured Catalog Request Items which are different than Incidents. You will come away with a clear understanding of how to complete work required to fulfil service requests using request items, what the difference is between Request Items, Tasks, Incidents, as well as an understanding of how to approach the related service request design sessions. Anyone working on a team to fulfill requests, Service Owners and Component Managers should attend this training. Prerequisite: ServiceNow Platform & Incident training. If you need training and there are no sessions on the schedule, please contact hillaryr@bu.edu.
Sections
Instructor: Hillary Rosenfeld (hillaryr@bu.edu)
Global groups
- Educause has a constituent group for ITIL in Higher Education. Googling Educause ITIL produces many other results.
- LinkedIn (www.linkedin.com) has several groups related to ITIL, including
- ITIL Tools (Software, Systems, Templates, Documents, Reviews)
- ITIL Training (Courses, Exams, Tips, Material)
- ITSM (ITIL) Professionals
Other Resources
- Terrier eDevelopment contains valuable ITIL content and is accessible to Boston University staff.
- Webinars related to ITIL can be found on the BrightTALK site.