IT Service Management (ITSM) Full Course with Certificate

Explore the end user portal to create incidents or service requests from the catalog, search solutions and knowledge base, view tickets, manage requests with widgets, and chat with technicians.

Explore the home page and dashboard to customize widgets, manage approvals, reminders, and announcements, and monitor technicians, calendars, and asset dashboards for IT service management.

Navigate the request cycle by managing tickets, assignments, and statuses, and access the knowledgebase to link solutions, checklists, and articles for efficient resolutions.

Explore problem management within ITSM by linking incidents to problem tickets, conducting root-cause analysis, documenting symptoms and solutions, and integrating change management to implement fixes.

Explore how to design change workflows with templates and stages, assign approvals and roles, and manage end-to-end IT change and project lifecycles from creation to completion.

Explore assets and software management through discovery of hardware and software across multiple vendors, including Windows, Linux, and virtual machines, with licensing, contracts, and total cost of ownership.

Explore how a configuration management CMDB reveals relationships across assets and users, while streamlining purchase requests, approvals, purchase orders, invoices, and contract management in one integrated workflow.

Learn to create and customize service catalog and SDP reports by applying filters, selecting periods, criteria, and columns, then generate charts, schedule delivery, and configure approvals and workflows.