Lesson 4: Metrics, Dashboards, Continual Improvement, Governance, and ITSM Operations

Lesson Overview

This lesson develops practical capability in metrics, dashboards, continual improvement, governance, and itsm operations for the ServiceNow IT Service Management Fundamentals Training. Learners connect platform data, workflow, security, user experience, testing, and operational support.

Topics Covered

Metrics, Dashboards, Continual Improvement, Governance, and ITSM Operations: purpose, terminology, architecture, personas, and measurable business outcomes
ServiceNow applications, tables, records, roles, workspaces, data relationships, and configuration used for metrics, dashboards, continual improvement, governance, and itsm operations
Requirements, process design, dependencies, controls, governance, and implementation sequencing for metrics, dashboards, continual improvement, governance, and itsm operations
Hands-on configuration and workflow practice focused on service improvement
Testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for metrics, dashboards, continual improvement, governance, and itsm operations

Practical Activity

Create a design or configuration worksheet for metrics, dashboards, continual improvement, governance, and itsm operations: purpose, terminology, architecture, personas, and measurable business outcomes.
Build and validate a practical ServiceNow exercise for hands-on configuration and workflow practice focused on service improvement.
Review logs, reports, test evidence, controls, and documentation for testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for metrics, dashboards, continual improvement, governance, and itsm operations.

Key Takeaways

Explain the architecture and business purpose of metrics, dashboards, continual improvement, governance, and itsm operations.
Configure or implement the core ServiceNow capabilities required for hands-on configuration and workflow practice focused on service improvement.
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