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Arno Esterhuizen
and
Starweaver
This course is designed for IT professionals who want to build an understanding of how ServiceNow’s IT Service Management (ITSM) capabilities enable advanced ITSM aligned with ITIL best practices.
The course bridges theory and practice, teaching you not only how to use ServiceNow but also how to apply it effectively to improve IT operations, increase service quality, and support digital transformation.
Read more
This course is designed for IT professionals who want to build an understanding of how ServiceNow’s IT Service Management (ITSM) capabilities enable advanced ITSM aligned with ITIL best practices.
The course bridges theory and practice, teaching you not only how to use ServiceNow but also how to apply it effectively to improve IT operations, increase service quality, and support digital transformation.
Read more
This course is designed for IT professionals who want to build an understanding of how ServiceNow’s IT Service Management (ITSM) capabilities enable advanced ITSM aligned with ITIL best practices.
The course bridges theory and practice, teaching you not only how to use ServiceNow but also how to apply it effectively to improve IT operations, increase service quality, and support digital transformation.
The topics covered in this course include managing incidents, problems, service requests, and knowledge management, as well as leveraging change management and the configuration management database to control your IT environment. ServiceNow workflows and customizations are also introduced.
ServiceNow skills are in high demand, and the demand is growing. By mastering ITSM on this powerful platform, you’ll position yourself as a valuable asset to any organization seeking to streamline service delivery, reduce downtime, and improve user satisfaction. This course offers real-world use cases, ServiceNow demos, and hands-on exercises that make the concepts come alive.
This course is ideal for IT Operations Managers, IT Professionals, Service Desk Staff, and ITSM Consultants who are looking to enhance their skills in IT service management using the ServiceNow platform. Whether you're managing service delivery or supporting IT operations, this course provides practical insights to improve efficiency and drive digital transformation.
No prior experience with ServiceNow is required. A basic understanding of ITSM concepts—such as incidents, changes, and service requests—as well as familiarity with general IT workflows and ITIL Foundation, will help you engage more effectively with the course content. It is designed for beginners who want hands-on experience.
By the end of this course, learners will be able to design ITSM frameworks aligned with ITIL best practices, manage core service operations such as incidents and requests, and leverage Change Management and CMDB for service optimization. Additionally, they will be equipped to evaluate and apply customization, automation, and integration features within ServiceNow to meet diverse organizational needs.
Register for this course and see more details by visiting:
OpenCourser.com/course/kk6rd7/advanced
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Advanced ITSM with ServiceNow: Optimizing IT Operations.
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Career center
Learners who complete Advanced ITSM with ServiceNow: Optimizing IT Operations will develop knowledge and skills
that may be useful to these careers:
ITSM Consultant
ITSM Consultant
An ITSM Consultant guides organizations in optimizing their IT service delivery processes and aligning them with business goals. This role involves assessing current IT operations, designing improved service management frameworks, and implementing solutions often utilizing platforms like ServiceNow. Learners of this course will gain a profound understanding of how to apply ITSM principles aligned with ITIL best practices. The course directly prepares individuals to advise on managing incidents, problems, service requests, and knowledge, and to leverage change management and the configuration management database. By mastering ServiceNow’s capabilities, including workflows and customizations, learners develop the practical expertise to drive digital transformation initiatives, making them highly valuable in this consulting capacity. This detailed understanding of the platform's advanced features and real-world applications is precisely what an aspiring ITSM Consultant needs to effectively lead organizational change and improve service quality.
ServiceNow Administrator
ServiceNow Administrator
A ServiceNow Administrator is responsible for the day-to-day management, configuration, and enhancement of the ServiceNow platform within an organization. This includes maintaining system health, managing user access, and implementing new features and modules. This course provides hands-on experience with ServiceNow, directly equipping learners with the skills to manage core service operations such as incidents, problems, and service requests on the platform. Participants will learn to leverage change management and the configuration management database (CMDB) to control the IT environment, which are critical tasks for a ServiceNow Administrator. Furthermore, the introduction to ServiceNow workflows and customizations prepares individuals to tailor the platform to meet diverse organizational needs. This specific and practical training on a powerful, in-demand platform positions learners as essential assets for organizations seeking to maximize their investment in ServiceNow.
IT Operations Manager
IT Operations Manager
An IT Operations Manager oversees the daily functioning of an organization's IT infrastructure and services, ensuring reliability, efficiency, and alignment with business objectives. This course is ideal for an aspiring IT Operations Manager, as it focuses on optimizing IT operations and increasing service quality through advanced IT Service Management (ITSM) aligned with ITIL best practices. Learners will gain practical insights into managing incidents, problems, service requests, and knowledge management, essential components of robust IT operations. The ability to leverage change management and the configuration management database, alongside evaluating and applying customization, automation, and integration features within ServiceNow, directly translates to improving efficiency, reducing downtime, and enhancing user satisfaction, which are core responsibilities of this leadership role.
Service Desk Manager
Service Desk Manager
A Service Desk Manager leads the team responsible for providing front-line IT support, ensuring timely resolution of issues, and managing service requests. This role is crucial for maintaining high user satisfaction and efficient IT service delivery. This course directly bolsters the capabilities of a Service Desk Manager by providing an in-depth understanding of managing incidents, problems, and service requests using ServiceNow, an industry-leading platform. Learners develop practical skills to streamline service delivery and improve user satisfaction, which are central to the service desk function. The course's emphasis on ITIL best practices and the application of customization and automation within ServiceNow enables managers to optimize workflows, enhance team productivity, and better track and report on service performance, thereby elevating the overall quality of support provided.
Incident Manager
Incident Manager
An Incident Manager leads the process of restoring normal service operation as quickly as possible following an unplanned interruption, minimizing business impact. This course is highly beneficial for an Incident Manager, as it provides hands-on experience in managing incidents using ServiceNow, a leading ITSM platform. Learners will acquire practical skills in efficiently categorizing, prioritizing, and resolving incidents, aligning these processes with ITIL best practices. The emphasis on ServiceNow workflows, and the ability to evaluate and apply customization and automation, enables an Incident Manager to optimize incident response, accelerate resolution times, and significantly improve user satisfaction. This practical application of advanced ITSM concepts and platform capabilities directly supports rapid service recovery and operational excellence.
Change Manager
Change Manager
A Change Manager is responsible for controlling and coordinating changes to the IT environment, minimizing risks and ensuring smooth transitions to new services, systems, or adjustments. The course places significant emphasis on leveraging change management and the configuration management database (CMDB) to control your IT environment, making it highly pertinent for this specialized role. Learners will gain practical skills in designing ITSM frameworks aligned with ITIL best practices, which are fundamental to effective change control. Understanding how to apply customization, automation, and integration features within ServiceNow specifically for change workflows enables a Change Manager to implement efficient, controlled, and well-documented changes, ensuring stability and continuous improvement across IT operations and digital transformation initiatives.
Configuration Manager
Configuration Manager
A Configuration Manager maintains accurate records of all IT assets and services, ensuring the integrity of the configuration management database (CMDB) and supporting various ITSM processes. This course is exceptionally relevant for an aspiring Configuration Manager due to its specific focus on leveraging the configuration management database to control the IT environment. Learners will acquire hands-on experience with ServiceNow, understanding how to manage the CMDB effectively for service optimization. The course also teaches how to design ITSM frameworks aligned with ITIL best practices, which provides the foundational structure for robust configuration management. This detailed knowledge of CMDB utilization and its integration with other ITSM processes on the ServiceNow platform is essential for ensuring data accuracy and supporting critical decision-making in IT operations.
Problem Manager
Problem Manager
A Problem Manager identifies and investigates the root causes of recurring IT incidents, aiming to prevent future occurrences and minimize their impact. This course directly addresses the needs of a Problem Manager by teaching how to manage problems effectively within the ServiceNow platform. Learners will develop a deeper understanding of IT Service Management (ITSM) aligned with ITIL best practices, which provides the framework for proactive problem resolution. The focus on leveraging customization, automation, and integration features within ServiceNow can help a Problem Manager streamline problem analysis workflows, facilitate collaboration, and ensure that permanent solutions are implemented efficiently, thereby significantly improving IT service quality and reducing incident volumes in the long term.
IT Business Analyst
IT Business Analyst
An IT Business Analyst bridges the gap between IT and business stakeholders, analyzing business needs and translating them into technical requirements for IT solutions. This course can be highly beneficial for an IT Business Analyst, as it provides a deep understanding of IT Service Management (ITSM) aligned with ITIL best practices. Learners will gain insight into how IT operations are optimized, service quality is improved, and digital transformation is supported through platforms like ServiceNow. This knowledge allows an IT Business Analyst to better assess organizational needs related to service delivery, identify areas for improvement in processes like incident, problem, and change management, and effectively recommend solutions that leverage ServiceNow's capabilities to streamline operations and enhance user satisfaction.
Digital Transformation Specialist
Digital Transformation Specialist
A Digital Transformation Specialist guides organizations in adopting new technologies and processes to fundamentally change how they operate and deliver value. This course is explicitly designed to support digital transformation initiatives by teaching how to apply ServiceNow effectively to improve IT operations and increase service quality. For a Digital Transformation Specialist, understanding how to design ITSM frameworks aligned with ITIL best practices and leveraging capabilities like change management, CMDB, customization, automation, and integration within ServiceNow is crucial. This knowledge enables the specialist to strategize and implement technology-driven changes that streamline service delivery, reduce downtime, and improve user satisfaction, directly contributing to successful organizational shifts in the digital age.
Automation Engineer Information Technology
Automation Engineer Information Technology
An Automation Engineer Information Technology designs, develops, and implements automated solutions to streamline IT operations, improve efficiency, and reduce manual effort. This course is highly relevant for an Automation Engineer Information Technology, as it directly introduces ServiceNow workflows and customizations, and explicitly covers the evaluation and application of automation and integration features within ServiceNow to meet diverse organizational needs. Learners will understand how to optimize IT operations by automating processes such as incident management, service requests, and change management, all aligned with ITIL best practices. This hands-on experience with a powerful platform like ServiceNow, focusing on leveraging its capabilities for automation, provides the practical skills necessary to design and implement robust, efficient automated solutions that drive digital transformation and enhance service quality.
Solutions Architect Information Technology
Solutions Architect Information Technology
A Solutions Architect Information Technology designs and oversees the implementation of complex IT systems and applications, ensuring they meet business requirements and integrate seamlessly within the existing infrastructure. This course may be helpful for a Solutions Architect Information Technology whose projects involve service management or leverage platforms like ServiceNow. Understanding how ServiceNow’s ITSM capabilities enable advanced ITSM aligned with ITIL best practices provides critical insights into designing robust and efficient service delivery solutions. The ability to evaluate and apply customization, automation, and integration features within ServiceNow directly informs architectural decisions, ensuring that proposed solutions are practical, scalable, and optimized for improving IT operations and supporting digital transformation initiatives.
Product Owner Information Technology Services
Product Owner Information Technology Services
A Product Owner Information Technology Services defines the vision, strategy, and roadmap for IT services or products, prioritizing features and ensuring they deliver maximum value to users. This course may be useful for a Product Owner Information Technology Services by providing a comprehensive understanding of IT Service Management (ITSM) and the ServiceNow platform. Learners will gain insights into optimizing IT operations, improving service quality, and enhancing user satisfaction through effective management of incidents, problems, service requests, and knowledge. This knowledge about ITSM frameworks and ServiceNow’s capabilities, including customizations and workflows, enables a Product Owner to make informed decisions about feature development, prioritize enhancements that truly streamline service delivery, and better articulate the value proposition of IT services to stakeholders.
Process Improvement Specialist
Process Improvement Specialist
A Process Improvement Specialist analyzes existing organizational processes to identify inefficiencies, designs optimized workflows, and implements changes to enhance productivity and quality. This course may be helpful for a Process Improvement Specialist because it focuses on optimizing IT operations and increasing service quality through advanced IT Service Management (ITSM) aligned with ITIL best practices. Learners will gain practical experience in managing core service operations and leveraging ServiceNow workflows and customizations. This understanding enables a specialist to identify specific bottlenecks in IT service delivery, design more efficient processes for incident, problem, and change management, and confidently apply ServiceNow features to automate and streamline these operations, driving substantial improvements in organizational efficiency and service quality.
IT Project Manager
IT Project Manager
An IT Project Manager plans, executes, and closes IT projects, ensuring they are delivered on time, within budget, and meet scope requirements. This course may be useful for an IT Project Manager, especially when projects involve implementing new IT services, improving existing service delivery, or deploying platforms like ServiceNow. Understanding advanced IT Service Management (ITSM) aligned with ITIL best practices provides a foundational context for managing IT-centric projects. Knowledge of how to manage incidents, problems, and changes, and how to leverage ServiceNow for service optimization, helps a project manager define realistic project scopes, anticipate operational impacts, and ensure successful integration of new solutions that enhance efficiency and support digital transformation initiatives within the IT environment.
For more career information including salaries, visit:
OpenCourser.com/course/kk6rd7/advanced
Reading list
We haven't picked any books for this reading list yet.
Provides a practical guide to ensuring compliance with industry standards and regulations in ServiceNow. It covers best practices for risk management, audit preparation, and incident response.
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This guide provides an overview of ServiceNow ITSM modules and their functionalities, focusing on unlocking the potential of the platform for digital transformation. It's suitable for those who want to understand the breadth of ServiceNow's ITSM capabilities. can be a useful reference for students and professionals exploring different aspects of ServiceNow.
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Is an excellent starting point for anyone new to ServiceNow, covering fundamental concepts of administration and development. It provides a solid foundation for understanding the platform's core functionalities and is suitable for high school and undergraduate students, as well as professionals beginning their ServiceNow journey. It serves as a useful reference for basic configurations and workflows.
For those looking to move beyond basic configuration and into customization, this book focuses specifically on scripting within ServiceNow using JavaScript APIs. It's essential for developers and administrators who need to extend the platform's capabilities. is best suited for undergraduate students with some programming background, graduate students, and working professionals in development roles.
Provides a comprehensive guide to administering the ServiceNow platform, covering user management, security, upgrades, and configuration. It's a practical resource for administrators at all levels, from those just starting out to experienced professionals. This book is highly relevant for individuals pursuing administration roles and can serve as a textbook or primary reference.
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Focusing on the core IT Service Management (ITSM) processes within ServiceNow, this book offers guidance on implementing and optimizing Incident, Problem, Change, and other key modules. It's valuable for anyone involved in IT service delivery and management, including project managers, administrators, and process owners. useful reference for understanding how ServiceNow supports ITIL best practices.
Explores the capabilities of low-code development on the ServiceNow platform, covering UI configuration, automation, and integrations. It's relevant for developers and administrators looking to build applications with minimal coding. This book is suitable for undergraduate and graduate students interested in application development and working professionals in similar roles.
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While not solely focused on ServiceNow, this book provides a foundational understanding of Configuration Management Databases (CMDB) and their importance in IT Service Management. Understanding CMDB concepts is crucial for effectively utilizing ServiceNow's CMDB features. is valuable background reading for students and professionals working with ServiceNow's IT Operations Management modules.
ServiceNow is built upon ITIL principles. This official guide to ITIL 4 provides the foundational knowledge of IT service management best practices, which are essential for understanding the processes automated by ServiceNow. is highly recommended for anyone working with ServiceNow, regardless of their technical role, and is often a prerequisite for certifications.
Specifically addresses ServiceNow's IT Operations Management (ITOM) capabilities, including Discovery, Service Mapping, and Event Management. It's valuable for professionals focused on managing IT infrastructure and operations using the ServiceNow platform. This book is relevant for graduate students and working professionals in IT operations roles.
Provides an introduction to ServiceNow administration and scripting, covering key concepts and best practices with real-world scenarios. It's suitable for beginners looking to understand the basics of administering and configuring a ServiceNow instance. This book can serve as a helpful guide for high school and undergraduate students, as well as new administrators.
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Bridges the gap between ITIL concepts and their practical implementation within ServiceNow. It offers a roadmap for executives, project managers, and IT professionals involved in ServiceNow deployments. This book is particularly useful for understanding the strategic aspects of implementing ServiceNow and aligning it with ITIL frameworks.
Shares knowledge and best practices from an experienced ServiceNow professional, offering insights from both customer and partner perspectives. It can provide valuable real-world context and tips for administrators and developers. This book good supplementary read for those with some existing ServiceNow knowledge.
Building upon the Foundation level, this ITIL guide provides practical guidance on implementing and improving IT service management processes. It's relevant for those who want to apply ITIL principles effectively within a platform like ServiceNow. is valuable for graduate students and working professionals focused on process improvement.
This ITIL publication focuses on the Continual Service Improvement stage, emphasizing the importance of ongoing improvement in IT services. This aligns with the goal of optimizing ServiceNow implementations over time. It provides frameworks and methods for driving improvement initiatives.
Focuses on developing custom applications on the ServiceNow platform. It's geared towards individuals who want to build new functionalities and extend the platform's capabilities beyond standard configurations. This is most relevant for undergraduate and graduate students in development tracks and working professionals in similar roles.
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As a newer edition of the Development Handbook, this book provides updated pro-tips, guidelines, and best practices for ServiceNow development and architecture. It's a current and valuable resource for anyone involved in developing on the platform, from experienced developers to architects. is an essential reference for staying current with ServiceNow development.
Dives into contemporary topics by exploring the integration and application of Artificial Intelligence and Machine Learning within the ServiceNow platform for intelligent automation and data-driven solutions. It is highly relevant for graduate students and working professionals interested in advanced ServiceNow capabilities and digital transformation.
Provides a comprehensive guide to creating and using reports and dashboards in ServiceNow. It covers best practices for data visualization, report scheduling, and performance optimization.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/kk6rd7/advanced
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Effort
4 Hours
Level
Introductory
Via
Coursera
Institution
Coursera Instructor Network
Instructors
Arno Esterhuizen
Starweaver
Session
October 27, 2025
- November 10, 2025
Language
English
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