Artificial Intelligence for IT Service Management Training

Duration: 2 days
Sandbox: Yes
Language: English
12 PMI PDUs
Level: Intermediate

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.

AI for IT Service Management Training Delivery Methods

In-Person
Online
Upskill your whole team by bringing Private Team Training to your facility.

AI for IT Service Management Training Information

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

Commercial Pricing

£1,310

2-Day Instructor-Led Training
Content Developed by Learning Tree SMEs
After-Course Instructor-Coaching Included

Would you like to take this course as a team?

Include dates with afternoon start times

Guaranteed-to-Run - You can rest assured this class will not be canceled. Delivery format is subject to change – please call Customer Service if you have any questions.
Nov 9 - 10 2:00 pm - 9:30 pm GMT

Virtual
Nov 30 - Dec 1 9:00 am - 4:30 pm GMT

London or Virtual
Jan 4 - 5 2:00 pm - 9:30 pm GMT

Ottawa or Virtual
Jan 25 - 26 2:00 pm - 9:30 pm GMT

Herndon, VA or Virtual
Feb 22 - 23 9:00 am - 4:30 pm GMT

London or Virtual
Apr 1 - 2 2:00 pm - 9:30 pm BST

Herndon, VA or Virtual
Apr 26 - 27 9:00 am - 4:30 pm BST

London or Virtual
Jun 1 - 2 2:00 pm - 9:30 pm BST

Herndon, VA or Virtual
Jun 28 - 29 9:00 am - 4:30 pm BST

London or Virtual
Jul 6 - 7 2:00 pm - 9:30 pm BST

Ottawa or Virtual
Aug 9 - 10 2:00 pm - 9:30 pm BST

Herndon, VA or Virtual
Oct 4 - 5 2:00 pm - 9:30 pm BST

Ottawa or Virtual

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AI for IT Service Management Training FAQs

AI can significantly enhance IT Service Management by automating common day-to-day tasks, ensuring compliance with standards like ITIL, and utilizing tools such as ServiceNow. This leads to improved productivity, streamlined processes, and more efficient management of IT services.

The course provides practical skills for using AI to automate tasks such as creating standards-compliant document templates, generating presentations tailored to specific audiences, summarizing corporate documents, and providing expert advice on management issues. It includes hands-on exercises and workshops to integrate these AI capabilities into daily ITSM tasks.

The course will demonstrate the use of various AI platforms, including ChatGPT, Gemini, and Claude. These platforms will be used in demos and exercises to show how AI can be applied to different ITSM scenarios, regardless of the specific platform chosen.

Artificial Intelligence for IT Service Management Training

AI for IT Service Management Training Delivery Methods

AI for IT Service Management Training Information

AI for IT Service Management Training Outline

Learning Objectives

Live Instructor £1,310

AI for IT Service Management Training FAQs

What are the key benefits of using AI in IT Service Management?

How does this course help in applying AI to ITSM tasks?

What AI platforms will be covered in the course?

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