About this Training Module

Project Description: This Rise lesson provides ServiceNow users with a foundational understanding of the CMDB and how to utilize it for maximum benefit and came as a request by the CMDB team while onboarding the product. My role was to conduct a needs analysis and work with the CMDB team to determine what our engineers needed to know. This lesson was the first in a series that builds on these foundational concepts and target more direct user groups. 

Problem Statement: ServiceNow users do not have a baseline understanding of what the CMDB is and how to use it resulting in missed opportunities for managing data quality and continuous service operations across the organization's infrastructure.

Learning Objectives: By the end of this lesson, learners will be able to

• Define key terms related to the CMDB

• Explain the role of the CMDB in their organization

• Identify roles and responsibilities as they pertain to the CMDB

Learner Outcomes: Users have a base-line understanding of how the CMDB works and are ready to learn how to manage CMDB records.

Sources:  Managing the CMDB. (Updated February, 01, 2023). Servicenow. Retrieved September 12, 2022, from https://www.servicenow.com/docs/bundle/utah-servicenow-platform/page/product/configuration-management/concept/c_ITILConfigurationManagement.html