ServiceNow Basics: IT Automation & AI-Powered Workflows
Completed by Mouhamed Mbaye
January 18, 2026
3 hours (approximately)
Mouhamed Mbaye'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: Process Design
- Category: Service Management
- Category: Change Management
- Category: Incident Management
- Category: Technical Support and Services
- Category: Business Process Automation
- Category: Artificial Intelligence
- Category: Performance Analysis
- Category: Self Service Technologies
- Category: Automation
- Category: IT Service Management
- Category: Digital Transformation
