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Artificial Intelligence for IT Service Management Training

Course Outline

Learn to enhance productivity by automating common IT Service Management (ITSM) tasks and leveraging AI for creating presentations, summarizing documents, and generating standards-compliant content. Gain insights into managing AI technology, platforms, threats, and risks. This 2-day course covers everything from the basics of AI to its strategic applications in ITSM, ensuring you are equipped to harness the full potential of AI in your organization.

Artificial Intelligence for IT Service Management Training Benefits

  • In this course, you will:

    • After-course coaching included
    • Improve productivity by using AI to automate common ITSM tasks
    • Use AI to assist in creating presentations, summarizing documents, etc.
    • Apply AI to create standards compliant content
    • Manage AI technology, platforms, threats, and risks

  • Prerequisites

    This course assumes familiarity with ITIL, at the level of ITIL® 4 Foundation Training.

AI for IT Service Management Training Outline

Learning Objectives

Module 1: Introduction to AI

  • What is AI?
  • Evolution of AI
  • Applications and Opportunities for GenAI (taxonomy)
  • Demo/Exercises - for your workplace; identify opportunities
  • How GenAI works – LLMs, Context Embedding, Image generation
  • AI - Strengths, Weaknesses, Threats and Opportunities (“Hallucination”)
  • Prebuilt vs custom/tailored GenAI
  • Pros and cons of different AI platforms: Chat GPT, Gemini, Claud Sonnet; paid v free
  • Case Study/demo

 

Module 2: Using AI for ITSM Productivity

  • A Taxonomy of Common ITSM Tasks
  • AI for generic tasks
  • AI for platform specific task
  • AI for standards specific or compliant tasks

 

Module 3: AI for Operational Tasks

  • Incident Management
  • Service Request Management
  • Team Coordination
  • Documentation
  • Security monitoring

 

Module 4: AI for Strategic and Managerial tasks

  • Service Level Agreement (SLA) Management:
    • Monitoring and ensuring compliance with SLAs.  
    • Reporting on SLA performance to stakeholders.
  • Change Management:
    • Planning and coordinating IT changes to minimize disruptions.  
    • Ensuring changes are implemented smoothly and effectively.  
  • Stakeholder Communication:
    • Communicating with users and other stakeholders about IT issues and service updates.  
    • Gathering feedback to improve IT services.  
  • Vendor Management:
    • Managing relationships with IT vendors and service providers.  
  • Reporting:
    • Creating reports on IT service performance for senior management.  
  • Planning:
    • Planning for future IT needs.  
    • Budget management.
  • Risk Management and Assessment

 

Module 5: Deploying GenAI in your organization

  • Managing costs and risks AI
  • AI security and leakage (of proprietary or confidential information)
  • Choosing an AI platform
  • Maintaining records of AI usage, and citing AI
  • Exercise: planning an AI pilot

 

Module 6: Future of GenAI

  • Rapid evolution
  • Emerging trends – multi-cloud, avoiding “lock-in”, avoiding “custom code”
  • Integration of GenAI with Data Warehouses
Course Dates - North America
Course Dates - Europe
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