IT service management is shifting from closing tickets to delivering continuous value—and AI is accelerating the change. This Foundation-level course prepares IT support and operations professionals to work confidently in an AI-native, ITIL 5 world, without needing prior certification.

You'll learn to describe the key differences between traditional ticket-centric ITSM and AI-enabled product-and-service models—AI-driven self-service, continuous value streams, and real-time analytics. You'll apply updated ITIL 5 terminology to categorize service management activities within a digital product context, using a practical cheat sheet. And you'll learn to identify suitable automation opportunities in an incident-to-resolution workflow while preserving the value and governance principles at the heart of ITIL—knowing not just what can be automated, but what should be, and where a human must stay in the loop. Through realistic service-desk scenarios, coach dialogues, and a capstone workflow review with your team lead, you'll build skills you can apply immediately. Designed for service desk, IT support, and operations staff and team leads adapting to AI-enabled tools. Beginner (Foundation) level; no prior ITIL certification required. By the end of this course, you will be able to: - Describe three key differences between traditional ticket-centric ITSM workflows and AI-enabled product-and-service models. - Apply updated ITIL 5 terminology to categorize given service management activities within a digital product context. - Identify suitable automation opportunities in a provided incident-to-resolution workflow while preserving ITIL value and governance principles. No prior ITIL certification required. Suitable for IT support, service desk, and operations staff, as well as team leads adapting to AI-enabled tools, and is written for CB1 Early Career Professionals in IT Support and Operations who execute defined tasks within established processes and a narrow individual scope. Basic familiarity with a helpdesk or ticketing system is helpful. Access to the provided ITIL 5 terminology cheat sheet and sample workflow is needed for the applied activities.