Lesson 3: Prompt and Skill Configuration, Agentic Workflows, Data Grounding, Feedback, and Quality Testing

Lesson Overview

This lesson develops practical capability in prompt and skill configuration, agentic workflows, data grounding, feedback, and quality testing for the ServiceNow Now Assist for ITSM Essentials Training. Learners connect platform data, workflow, security, user experience, testing, and operational support.

Topics Covered

Prompt and Skill Configuration, Agentic Workflows, Data Grounding, Feedback, and Quality Testing: purpose, terminology, architecture, personas, and measurable business outcomes
ServiceNow applications, tables, records, roles, workspaces, data relationships, and configuration used for prompt and skill configuration, agentic workflows, data grounding, feedback, and quality testing
Requirements, process design, dependencies, controls, governance, and implementation sequencing for prompt and skill configuration, agentic workflows, data grounding, feedback, and quality testing
Hands-on configuration and workflow practice focused on skills and testing
Testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for prompt and skill configuration, agentic workflows, data grounding, feedback, and quality testing

Practical Activity

Create a design or configuration worksheet for prompt and skill configuration, agentic workflows, data grounding, feedback, and quality testing: purpose, terminology, architecture, personas, and measurable business outcomes.
Build and validate a practical ServiceNow exercise for hands-on configuration and workflow practice focused on skills and testing.
Review logs, reports, test evidence, controls, and documentation for testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for prompt and skill configuration, agentic workflows, data grounding, feedback, and quality testing.

Key Takeaways

Explain the architecture and business purpose of prompt and skill configuration, agentic workflows, data grounding, feedback, and quality testing.
Configure or implement the core ServiceNow capabilities required for hands-on configuration and workflow practice focused on skills and testing.
Validate results, identify common failure points, document decisions, and support a controlled release.

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ServiceNow Now Assist for ITSM Essentials Training 1 Section4 Lessons8 Hours

Curriculum