Introduction to IT Service Management using ServiceNow

What the course introduces

This edX course, offered by DoaneX, introduces ServiceNow and IT service management for people starting out. It explains what the platform is, what ITSM means, and the common terms used across the industry.

Support desk from two sides

A distinctive feature is the way it walks through high-level support desk processes from two points of view: the end user raising a request and the fulfiller resolving it. Seeing both sides makes the workflow easier to picture.

Where it leads

The description links the course to ServiceNow administration as a career route, which makes it a reasonable first step for someone currently working in IT who wants to move toward platform roles.

• Note the vocabulary as you go, since the industry terms recur in later courses.
• Compare the end user and fulfiller views to understand handoffs in your own team.