The training provides a structured overview of the fundamentals, potential and strategic application possibilities of GenAI in the context of IT Service Management (ITSM) according to ITIL® 4.
It focuses on how classic ITSM processes can be transformed through the targeted use of GenAI, particularly in the context of ITIL® 4, and you will then develop your own use cases step by step.
The objective is to progressively create straightforward service bots using no-code and, if desired, low-code platforms. Two to three tools will be presented, compared and applied in practice. A case study will provide practical insights into the success factors, challenges, and lessons learnt from real projects.
The training has a modular structure and consists of two coordinated one-day courses.
Day 1 combines structured knowledge transfer with interactive discussions, tool demonstrations and practical examples. The aim is to develop a sound understanding of the potential and challenges of Generative AI in IT Service Management according to ITIL ® 4.
Day 2 is designed in a workshop style and offers space for the independent development of concrete use cases as well as for the implementation of simple service bots using no/low-code platforms. Participants receive targeted support through moderation, feedback sessions and individual guidance.
The training is aimed at IT specialists with implementation responsibility, tool managers and anyone who wants to actively participate in the introduction of GenAI solutions in the IT service environment.
Participants should have basic knowledge of the IT service environment (e.g. ITIL®, IT support processes).
A basic understanding of ITIL® 4 – similar to the course below – is helpful, but not essential.
Technical understanding or initial experience in using GenAI tools and ideally basic knowledge of coding are recommended.