IT Service Management and Incident Triage

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Learn how to diagnose technical issues, manage incidents, and support IT service operations through this comprehensive course in the IT Service Management Skill Path. You will develop essential competencies including performing initial troubleshooting of system and application issues, interpreting user-reported problems, applying knowledge-base solutions to resolve common technical faults, triaging and prioritizing incidents using structured criteria, fulfilling user service requests in alignment with established SLAs, contributing to organizational knowledge management practices, and leveraging generative AI tools to accelerate technical diagnostics. Through hands-on practice with real-world troubleshooting scenarios, incident management frameworks, and ServiceNow’s automation and AI-powered capabilities, you will gain the skills needed to deliver reliable, efficient IT support. This course combines expertise from Google, Packt, and Coursera, offering multiple perspectives on troubleshooting, incident response, and service automation. You will progress from understanding why programs crash to diagnosing user issues, documenting solutions, managing complex incidents, and finally automating service workflows with ServiceNow. The curriculum balances foundational IT support knowledge with practical exercises and modern tooling, preparing you to confidently handle incidents, support end users, and contribute to IT service excellence. Ideal for aspiring IT support specialists, help desk technicians, junior system administrators, and learners seeking strong, practical skills in IT troubleshooting, incident triage, and service automation using both traditional methods and intelligent digital platforms.

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