This training provides a practical overview of how Generative Artificial Intelligence (GenAI) enhances and transforms traditional processes in IT Service Management (ITSM) – particularly in the context of ITIL® 4.
Participants receive a structured overview of the current state of the technology and learn how GenAI can be used specifically to automate, increase efficiency and improve quality in the IT service environment.
Using concrete application examples and tool demos (e.g. chatbots, ticket routing, co-pilot systems), participants will learn where and how GenAI is already being used productively today.
Key topics:
The training combines structured knowledge transfer with interactive discussions, tool demonstrations and practical examples. Experience reports and reflection phases enable the transfer to your own organisation.
The aim is to develop a sound understanding of the potential and challenges of Generative AI in IT Service Management in accordance with ITIL® 4.
This training is aimed at individuals looking to understand and evaluate the impact of Generative AI on traditional IT Service Management (ITSM) processes. It provides a sound introduction to the topic of «GenAI in IT Service Management», and is suitable for those with no prior knowledge of AI or programming.
In particular, this includes:
No specific prior knowledge in the field of artificial intelligence is required to participate in this training.
However, participants should have basic knowledge of the IT service environment (e.g. ITIL® 4, IT support processes).
A basic understanding of ITIL® 4 – similar to the course below – is helpful, but not essential.