ServiceNow Basics: IT Automation & AI‑Powered Workflows is your launchpad to streamlining IT service management and boosting operational efficiency. Created by the Starweaver Instructor Team and taught by Luca Berton, this Coursera course guides you through building intelligent, automated workflows in ServiceNow—without heavy coding.
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What You’ll Learn
- ✅ Navigate the ServiceNow interface like a pro
- ✅ Design workflow automation with Incident, Request, and Change modules
- ✅ Harness Predictive Intelligence and Virtual Agent to accelerate resolutions
- ✅ Implement AI‑driven workflows that cut manual effort and improve SLAs
Who Should Take This Course?
This course is perfect for:
- Entry‑level IT professionals and service desk specialists
- Business analysts and process owners modernizing legacy workflows
- Aspiring ServiceNow workflow designers preparing for certification
- Anyone keen to apply AI to everyday IT operations
A basic grasp of ITSM concepts (incidents, requests, changes) and comfort with web apps will help you hit the ground running.
Course Overview
- Getting Started with the ServiceNow Platform
- Core ITSM Modules: Incident, Request, and Change
- Designing Workflow Automation
- Predictive Intelligence and Virtual Agent Fundamentals
- Building AI‑Driven Workflows with AIOps
- Performance Analytics and Continuous Improvement
- Hands‑On Project: Automate an End‑to‑End Incident Flow
- Next Steps and Certification Tips
Certificate
Earn a Coursera shareable certificate to showcase your ServiceNow automation skills—ideal for LinkedIn, CVs, and performance reviews.
Recently updated: June 2025 – Included with Coursera Plus.
Assignments & Discussions
- Assignment: Design and Test an Automated Incident Workflow
- Discussion: AI Tools That Have Improved Your ITSM
- Discussion: Overcoming Change‑Management Hurdles
About the Instructor
Luca Berton blends DevOps expertise with a passion for teaching. His pragmatic approach turns complex ServiceNow and automation topics into actionable skills for professionals at any level.
Ready to future‑proof your IT operations?
Enroll today and build AI‑powered workflows that scale.
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