ITSM Foundations: Optimizing IT Service Management
Completed by Sergio Ivan Sosa Aguilar
May 18, 2026
3 hours (approximately)
Sergio Ivan Sosa Aguilar'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: Incident Response
- Category: Change Requests
- Category: Operational Efficiency
- Category: Information Technology Operations
- Category: Information Technology Infrastructure Library
- Category: Automation
- Category: Incident Management
- Category: Change Management
- Category: Release Management
- Category: ServiceNow
- Category: Problem Management
- Category: Service Management
