Lesson 1: ITSM Operating Model, Roles, Data, Workspaces, and Service Desk Foundations

Lesson Overview

This lesson develops practical capability in itsm operating model, roles, data, workspaces, and service desk foundations for the ServiceNow IT Service Management Fundamentals Training. Learners connect platform data, workflow, security, user experience, testing, and operational support.

Topics Covered

ITSM Operating Model, Roles, Data, Workspaces, and Service Desk Foundations: purpose, terminology, architecture, personas, and measurable business outcomes
ServiceNow applications, tables, records, roles, workspaces, data relationships, and configuration used for itsm operating model, roles, data, workspaces, and service desk foundations
Requirements, process design, dependencies, controls, governance, and implementation sequencing for itsm operating model, roles, data, workspaces, and service desk foundations
Hands-on configuration and workflow practice focused on ITSM operating model
Testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for itsm operating model, roles, data, workspaces, and service desk foundations

Practical Activity

Create a design or configuration worksheet for itsm operating model, roles, data, workspaces, and service desk foundations: purpose, terminology, architecture, personas, and measurable business outcomes.
Build and validate a practical ServiceNow exercise for hands-on configuration and workflow practice focused on itsm operating model.
Review logs, reports, test evidence, controls, and documentation for testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for itsm operating model, roles, data, workspaces, and service desk foundations.

Key Takeaways

Explain the architecture and business purpose of itsm operating model, roles, data, workspaces, and service desk foundations.
Configure or implement the core ServiceNow capabilities required for hands-on configuration and workflow practice focused on itsm operating model.
Validate results, identify common failure points, document decisions, and support a controlled release.

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ServiceNow IT Service Management Fundamentals Training 1 Section4 Lessons16 Hours

Curriculum