ITSM Foundations: Optimizing IT Service Management
Completed by Khoa Dang
October 22, 2025
3 hours (approximately)
Khoa Dang's account is verified. Coursera certifies their successful completion of ITSM Foundations: Optimizing IT Service Management
What you will learn
Explain core ITSM concepts, ITIL principles, and the foundational role of ServiceNow in IT service delivery.
Apply ServiceNow to manage the life cycle of service requests, incidents, and problems.
Utilize ServiceNow to execute IT change management (standard, normal, emergency) and release management processes.
Analyze interdependencies among incident, problem, change, and release management processes facilitated by ServiceNow.
Skills you will gain
- Category: ServiceNow
- Category: Information Technology Infrastructure Library
- Category: Information Technology Operations
- Category: Change Management
- Category: IT Service Management
- Category: IT Automation
- Category: Automation
- Category: Problem Management
- Category: Service Management
- Category: Incident Response
- Category: Incident Management
- Category: Release Management
