Advanced ITSM with ServiceNow: Optimizing IT Operations
Completed by João Pedro Oliveira
June 26, 2025
3 hours (approximately)
João Pedro Oliveira's account is verified. Coursera certifies their successful completion of Advanced ITSM with ServiceNow: Optimizing IT Operations
What you will learn
Design a best practice framework in which ServiceNow ITSM processes are aligned with ITIL best practices.
Apply best practices in operational support by managing incidents, problems, service requests, and knowledge within ServiceNow.
Optimize IT services by leveraging ServiceNow Change Management and CMDB capabilities.
Evaluate the customization, automation, and integration capabilities of ServiceNow to meet specific organizational needs.
Skills you will gain
- Category: Information Technology Infrastructure Library
- Category: Information Technology Operations
- Category: Change Control
- Category: Design
- Category: Data Integration
- Category: IT Service Management
- Category: Problem Solving
- Category: Configuration Management
- Category: Problem Management
- Category: Automation
- Category: IT Automation
- Category: IT Management
