Artificial Intelligence for IT Service Management Training

Course 1299

Duration: 2 days
Language: English
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
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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

Get This Course

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

Include dates with afternoon start times

#1299

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.
okt 14 - 15 15:00 - 22:30 CEST

Virtual
dec 1 - 2 15:00 - 22:30 CET

Herndon, VA or Virtual
jan 7 - 8 9:00 - 16:30 CET

Stockholm or Virtual
jan 7 - 8 10:00 - 17:30 CET

London or Virtual
jan 12 - 13 15:00 - 22:30 CET

Ottawa or Virtual
mar 2 - 3 15:00 - 22:30 CET

Herndon, VA or Virtual
mar 30 - 31 10:00 - 17:30 CEST

London or Virtual
mar 30 - 31 9:00 - 16:30 CEST

Stockholm or Virtual
jun 1 - 2 15:00 - 22:30 CEST

Herndon, VA or Virtual
jun 29 - 30 10:00 - 17:30 CEST

London or Virtual
jun 29 - 30 9:00 - 16:30 CEST

Stockholm or Virtual
aug 31 - sep 1 15:00 - 22:30 CEST

Herndon, VA or Virtual

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Blended learning models
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Expert team coaching

#1299

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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

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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