Lesson 2: Incident, Major Incident, Problem, and Knowledge Management

Lesson Overview

This lesson develops practical capability in incident, major incident, problem, and knowledge management for the ServiceNow IT Service Management Fundamentals Training. Learners connect platform data, workflow, security, user experience, testing, and operational support.

Topics Covered

Incident, Major Incident, Problem, and Knowledge Management: purpose, terminology, architecture, personas, and measurable business outcomes
ServiceNow applications, tables, records, roles, workspaces, data relationships, and configuration used for incident, major incident, problem, and knowledge management
Requirements, process design, dependencies, controls, governance, and implementation sequencing for incident, major incident, problem, and knowledge management
Hands-on configuration and workflow practice focused on incident and problem
Testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for incident, major incident, problem, and knowledge management

Practical Activity

Create a design or configuration worksheet for incident, major incident, problem, and knowledge management: purpose, terminology, architecture, personas, and measurable business outcomes.
Build and validate a practical ServiceNow exercise for hands-on configuration and workflow practice focused on incident and problem.
Review logs, reports, test evidence, controls, and documentation for testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for incident, major incident, problem, and knowledge management.

Key Takeaways

Explain the architecture and business purpose of incident, major incident, problem, and knowledge management.
Configure or implement the core ServiceNow capabilities required for hands-on configuration and workflow practice focused on incident and problem.
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