ITSM Foundations: Optimizing IT Service Management
Completed by Joel Glover
May 21, 2026
3 hours (approximately)
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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: Change Requests
- Category: Operational Efficiency
- Category: Incident Response
- Category: Service Management
- Category: ServiceNow
- Category: Problem Management
- Category: IT Service Management
- Category: IT Automation
- Category: Information Technology Operations
- Category: Information Technology Infrastructure Library
- Category: Change Management
- Category: Release Management
