Artificial Intelligence for IT Service Management Training

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