Coursera
4 hours to complete
This course explores the core functions and real-world applications of ServiceNow IT Service Management aligned with ITIL best practices. You'll learn to manage incidents, changes, requests, and the CMDB, while also customizing workflows to improve IT operations and support digital transformation.
No prior experience with ServiceNow is required. A basic understanding of ITSM concepts—such as incidents, changes, and service requests—as well as familiarity with general IT workflows and ITIL Foundation, will help you engage more effectively with the course content.
The course covers topics such as managing incidents, problems, service requests, and knowledge management, as well as leveraging change management and the configuration management database to control your IT environment. ServiceNow workflows and customizations are also introduced.
Coursera brings together a diverse network of subject matter experts who have demonstrated their expertise through professional industry experience or strong academic backgrounds. These instructors design and teach courses that make practical, career-relevant skills accessible to learners worldwide.
By mastering ITSM on the ServiceNow platform, you'll position yourself as a valuable asset to any organization seeking to streamline service delivery, reduce downtime, and improve user satisfaction. This course provides practical insights to improve efficiency and drive digital transformation for IT operations managers, professionals, and ITSM consultants.
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