ServiceNow Basics: IT Automation & AI Workflows

Ready to transform your IT operations and automate the future? With ServiceNow, you can revolutionize how your organization operates by leveraging AI-driven workflows that address inefficiencies and drive success. Whether you're just starting with digital workflows or aiming to optimize everyday IT tasks, ServiceNow Basics: IT Automation & AI-Powered Workflows equips you with practical skills to automate, innovate, and elevate your organization’s efficiency. In this course, you will learn how to navigate the ServiceNow platform, design intelligent workflows, and utilize AI tools (Predictive Intelligence, Virtual Agent, Artificial Intelligence for IT Operations (AIOps), and Performance Analytics) that reduce the manual effort involved in IT operations. Through real-world examples and hands-on projects, you will progress from foundational knowledge to functional confidence, preparing you to implement intelligent automation strategies. This course is designed for entry-level IT professionals eager to develop automation skills, as well as business analysts and process owners focused on modernizing legacy workflows. It also serves IT support or help desk specialists transitioning to digital platforms, aspiring ServiceNow workflow designers, and professionals preparing for ServiceNow certification or ITSM-focused roles. To get the most out of this course, learners should have a basic understanding of IT service management concepts such as incidents, service requests, and changes. Familiarity with cloud-based platforms or SaaS tools is recommended. While no coding is required, general comfort with web-based applications will help learners navigate and apply the tools more effectively. By the end of the course, learners will be able to confidently navigate the ServiceNow interface and use it to support ITSM processes. They will design automated workflows using key modules like Incident, Request, and Change and explain how AI tools such as predictive intelligence and virtual agents enhance service quality. Learners will also be equipped to implement AI-powered workflows that streamline routine IT operations and improve overall service efficiency

• Navigate ServiceNow interface proficiently to support ITSM processes
• Design workflow automation using core ITSM modules
• Explain AI tools that improve service quality and reduce resolution times
• Implement AI-driven workflows to automate routine IT operations

• Basic familiarity with the topic and its terminology
• Readiness for applied exercises or case-based work