ServiceNow Basics: IT Automation & AI-Powered Workflows
Completed by Jean Lundy
January 16, 2026
3 hours (approximately)
Jean Lundy's account is verified. Coursera certifies their successful completion of ServiceNow Basics: IT Automation & AI-Powered Workflows
What you will learn
Navigate the ServiceNow interface proficiently and utilize platform features to support ITSM processes.Â
Design workflow automation using core ServiceNow ITSM modules like Incident, Request, and Change.Â
Explain how predictive intelligence and virtual agents improve service quality and reduce issue resolution times.Â
Implement AI-driven workflows in ServiceNow to automate routine IT operations and enhance service efficiency.Â
Skills you will gain
- Category: Automation
- Category: IT Service Management
- Category: Service Improvement
- Category: Workflow Management
- Category: ServiceNow
- Category: Process Design
- Category: Business Process Automation
- Category: AI Enablement
- Category: Incident Management
- Category: Technical Support and Services
- Category: Change Management
- Category: Digital Transformation
