- Release Management
- Information Technology
- Service Management
- Information Technology Operations
- IT Service Management
- Problem Solving
- Operational Efficiency
- Problem Management
- Root Cause Analysis
- Change Management
- Prioritization
- IT Management
ITSM Foundations: Optimizing IT Service Management
Completed by James Irvin Villafuerte
September 17, 2025
3 hours (approximately)
James Irvin Villafuerte'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
