Lesson 1: ITSM Discovery, Requirements, Process Design, Roles, and Foundation Data

Lesson Overview

This lesson develops practical capability in itsm discovery, requirements, process design, roles, and foundation data for the ServiceNow ITSM Implementation Training. Learners connect platform data, workflow, security, user experience, testing, and operational support.

Topics Covered

ITSM Discovery, Requirements, Process Design, Roles, and Foundation Data: purpose, terminology, architecture, personas, and measurable business outcomes
ServiceNow applications, tables, records, roles, workspaces, data relationships, and configuration used for itsm discovery, requirements, process design, roles, and foundation data
Requirements, process design, dependencies, controls, governance, and implementation sequencing for itsm discovery, requirements, process design, roles, and foundation data
Hands-on configuration and workflow practice focused on process design and foundation data
Testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for itsm discovery, requirements, process design, roles, and foundation data

Practical Activity

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

Key Takeaways

Explain the architecture and business purpose of itsm discovery, requirements, process design, roles, and foundation data.
Configure or implement the core ServiceNow capabilities required for hands-on configuration and workflow practice focused on process design and foundation data.
Validate results, identify common failure points, document decisions, and support a controlled release.

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ServiceNow ITSM Implementation Training 1 Section4 Lessons24 Hours

Curriculum