Overview

Google, IBM & Meta Certificates – 40% Off

One Coursera Plus subscription covers most Professional Certificates on Coursera.

IT service management is shifting from closing tickets to delivering continuous value—and AI is accelerating the change. This Foundation-level course prepares IT support and operations professionals to work confidently in an AI-native, ITIL 5 world, without needing prior certification. You'll learn to describe the key differences between traditional ticket-centric ITSM and AI-enabled product-and-service models—AI-driven self-service, continuous value streams, and real-time analytics. You'll apply updated ITIL 5 terminology to categorize service management activities within a digital product context, using a practical cheat sheet. And you'll learn to identify suitable automation opportunities in an incident-to-resolution workflow while preserving the value and governance principles at the heart of ITIL—knowing not just what can be automated, but what should be, and where a human must stay in the loop. Through realistic service-desk scenarios, coach dialogues, and a capstone workflow review with your team lead, you'll build skills you can apply immediately. Designed for service desk, IT support, and operations staff and team leads adapting to AI-enabled tools. Beginner (Foundation) level; no prior ITIL certification required. By the end of this course, you will be able to: - Describe three key differences between traditional ticket-centric ITSM workflows and AI-enabled product-and-service models. - Apply updated ITIL 5 terminology to categorize given service management activities within a digital product context. - Identify suitable automation opportunities in a provided incident-to-resolution workflow while preserving ITIL value and governance principles. No prior ITIL certification required. Suitable for IT support, service desk, and operations staff, as well as team leads adapting to AI-enabled tools, and is written for CB1 Early Career Professionals in IT Support and Operations who execute defined tasks within established processes and a narrow individual scope. Basic familiarity with a helpdesk or ticketing system is helpful. Access to the provided ITIL 5 terminology cheat sheet and sample workflow is needed for the applied activities.

Syllabus

From Ticket Queues to Value Streams: The AI-Native Shift
- Describe the shift from traditional ticket-centric ITSM to AI-enabled product-and-service models. You'll learn to articulate three key differences—AI-driven self-service, continuous value streams, and real-time analytics—so you can explain to colleagues why the new model isn't just 'faster tickets,' but a different way of delivering value.
Speaking ITIL 5: Terminology for the Digital Product Context
- Apply updated ITIL 5 terminology to categorize service management activities within a digital product context. Using a reference cheat sheet, you'll learn to label activities with the correct terms — value stream activity, practice, governance — so your team describes and organizes work in a shared, product-oriented language.
Finding the Right Automation: Incident-to-Resolution with Governance
- Identify suitable automation opportunities in an incident-to-resolution workflow while preserving ITIL value and governance principles. You'll learn to spot manual steps that chatbots or AI routing can handle, and—just as important—to mark the human approval points that judgment, risk, and governance require, then prove all three skills in a capstone.

Taught by

Professionals in the Industry and Nitin

Reviews

Start your review of Master AI-Native ITIL Foundations

Taught by

Never Stop Learning.