Training operations team

---
title: Training operations team
description: Get your L1/L2 operators up to speed with Event Management. This section walks through the key concepts, tools, and workflows they need to confidently triage alerts, understand service impact, and take action from day one.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-operations-management/event-management/training-ops-team.html
release: brazil
product: Event Management
classification: event-management
topic_type: concept
last_updated: "2024-12-19"
reading_time_minutes: 1
keywords: [Event Management, operations training, L1 L2 operators]
breadcrumb: [Configure Event Management using ServiceNow Otto for Setup, Configure, Event Management, ITOM AIOps, IT Operations Management]
---

# Training operations team

Get your L1/L2 operators up to speed with Event Management. This section walks through the key concepts, tools, and workflows they need to confidently triage alerts, understand service impact, and take action from day one.

## Event Management Operator Essentials course

Designed for IT operations professionals, this course covers the full alert lifecycle in Event Management. You learn to navigate the Service Operations Workspace and manage alerts using Express List and AIOps Dashboards. You also use Alert Automation and AI to reduce noise and accelerate resolution. You gain hands-on experience with the four-stage automation pipeline \(Ignore, Enrich, Group, and Respond\) and earn a digital badge upon completion. Select the **Event Management Operator Essentials** tile to open and start the course.

## Service Operations Workspace

An integrated environment where IT operations and service management converge — alerts, incidents, services, and operational context all in one place. Key highlights include a shift-start landing page for quick situational awareness and shared context \(CIs, changes, related records\) visible without tool-switching. Playbooks and remediation actions are built in, and cross-team alignment makes acknowledgements and escalations immediately visible to teammates.

## Express List

A live, continuously updating alert queue designed for active triage. Operators are coached to prioritize by business impact over raw severity, work alert groups rather than individual alerts, and use AI alert analysis for plain-language summaries. They also acknowledge purposefully, escalate quickly when stuck, and document work notes to avoid repeated investigation by the next tier.

## Service Dashboard

The business-impact lens on what's firing. While the Express List shows what is alerting, the Service Dashboard shows what it means for the business. It surfaces service health tiles, business criticality ratings, CI topology maps, and service dependencies. This transforms 'I have 15 alerts' into actionable service-level awareness for operators and leadership alike.