Training course
digicode: CASMP
CAS Digital Service Management & AI-Driven ITSM
Course facts
- Understanding how digital transformation is changing the requirements for IT service management and the role ITIL® plays in this
- Knowing and classifying the key concepts and principles of ITIL® and how they are anchored in your own practical context
- Understanding how IT-supported services, teams, and workflows generate value and how these can be effectively managed with ITIL®
- Classifying and evaluating the role of generative artificial intelligence (GenAI) in IT service management, including opportunities, risks, and strategic applications
- Identifying and analyzing specific GenAI use cases in ITIL®-related processes (e.g., incident, request, and asset management) and the differences from traditional service processes
- Designing and implementing simple GenAI-based solutions (e.g., service bots or ticket automation) in no-code/low-code environments based on use cases and a case study
1 Introduction (half day – virtual)
- Get to know each other
- Expectations
- Keynote lecture on ITIL®
- Structure of the training course
- Workshop day
- Final thesis
2 ITIL® Foundation (2 days)
- Service management: Key concepts
- Guiding principles
- The four dimensions of service management
- Service value system
- Continual improvement
3 IT Service Management and GenAI – Basics (1 day)
- Introduction to GenAI and its relevance for ITSM
- Comparison of traditional and AI-supported service processes
- Automation of routine tasks with GenAI (e.g., ticketing, support)
- Overview of current tools and technologies
- Strategic areas of application, pilot projects, and KPIs for measuring success
4 IT Service Management and GenAI in Practice (1 day)
- Tool demos: Comparison of no-code and low-code platforms
- Independent creation of simple service bots
- Analysis of a real-life case study
- Practical exercises with individual support
- Joint review and feedback session for error analysis and discussion of results
5 ITIL® Create, Deliver and Support (3 days)
- Development and planning of a service value stream
- ITIL® practices for creating, delivering and supporting a service
- Coordination, prioritization and structuring of activities
6 ITIL® Direct, Plan and Improve (3 days)
- Key terms and concepts
- Main principles and methods
- Continuous improvement
- Organizational Change Management (OCM)
- Measurement and reporting
- Managing, planning and improving value streams and practices
7 ITIL® Drive Stakeholder Value (3 days)
- Customer Journey
- Markets and stakeholders
- Stakeholder relations
- Service offerings
- Expectations and agreement of services
- On- and off-boarding of users
- Continuous value creation (service consumption / provision)
- Realization and validation of the service value
8 ITIL® High Velocity IT (3 days)
- High-speed nature of the digital enterprise
- Digital product life cycle in the sense of the ITIL®-«Operating Model»
- Importance of the ITIL® basic principles
- Added value
9 Workshop (1 day)
- Presentation of the project ideas
- Discussion, tips and tricks
- Independent work on your own project
10 Presentation (half day)
- Presentation of own work
- Q & A session
Consists of the following modules
- Introduction Day CAS Digital Service Management
- ITIL® 4 Foundation compact course
- IT Service Management and GenAI – Basics
- IT Service Management and GenAI in Practice
- ITIL® 4 Specialist: Create, Deliver and Support
- ITIL® 4 Strategist: Direct, Plan and Improve
- ITIL® 4 Specialist: Drive Stakeholder Value
- ITIL® 4 Specialist: High Velocity IT
- Workshop Day CAS Digital Service Management
- Presentation Day CAS Digital Service Management
The training course requires additional time outside the classroom of at least 130 hours (without the time commitment required for the Certificate of Advanced Studies).
The Managing Professional courses consist of an interactive training consisting of presentations and group exercises. Please reserve the evenings during the training for repetitions and/or small homework. The preparation and completion of the homework contributes significantly to the success of the exam.
The ITSM and GenAI practical day offers space for the independent development of specific use cases and for the implementation of simple service bots using no-code/low-code platforms. Participants receive targeted support through moderation, feedback sessions, and individual guidance.
This CAS is aimed at specialists and managers from IT and service organizations who want to design, operate, and further develop digital services effectively. These include:
- IT service managers and ITSM responsible persons who want to further develop ITIL®-based services and use generative AI specifically to increase efficiency and quality.
- Process owners and service owners who are responsible for stable, value-adding service processes and want to optimize them measurably with the help of generative AI.
- Service, product, and platform managers who want to holistically manage digital services and integrate generative AI into design, operation, and further development.
- IT managers, team leaders, and aspiring executives who want to strategically align IT service organizations and responsibly manage the use of ITIL® and generative AI.
- Specialists from IT operations, support, and service desk who want to sustainably improve operational service processes through automation and the use of generative AI.
- IT architects, business analysts, and transformation leads who want to design, evaluate, and implement GenAI use cases in the ITSM environment in a practical manner.
- Professionals with prior knowledge of ITIL® who want to expand their service management expertise in a targeted manner with concrete and applicable GenAI scenarios.
Federal professional certificate, a federal diploma, a diploma HF or a university degree (university or university of applied sciences, bachelor or master) and at least 3 years of professional experience.
Basic knowledge in computer science as well as practical experience in IT service management, the ITIL® v3/2011 Foundation certification is an advantage, but not mandatory, «sur dossier» admissions are possible.
Crediting of modules or (partial) achievements from other institutions is not possible. Attendance is compulsory.
On your way to the «Certificate of Advanced Studies (CAS) Digital Service Management & AI-Driven ITSM» with 15 ETCS points, you will obtain the following international ITIL® certificates as well as the final certificate: ITIL® Managing Professional.
- ITIL® Foundation
- ITIL® Create, Deliver and Support
- ITIL® Direct, Plan and Improve
- ITIL® Drive Stakeholder Value
- ITIL® High Velocity IT
You can book the exam in English or German. The courseware is in English and the official literature is in either English or German. In general, we recommend that you take the exam in the language of the official literature. When you register for the exam, you can choose the language of the exam and the language of the eBook.
With the certificate work you are asked to take a close look at one aspect of the digitalisation of the IT in your company on about 15 pages (4000-6000 words, without cover page, table of contents etc.):
Actual situation – opportunities – risks and your personal recommendations. The assignment is considered passed with a grade of 4.0. You outline the task, refer to the theory in your explanations and describe the environment (embedding in your IT landscape). You describe the procedure in your company / your proposals for your organization and critically reflect the individual aspects.
Late submissions will be counted as failed. In case of a new attempt, a new topic must be submitted.
Under this link you will find more information about the complaint management of our certification partner and your rights.
The CAS and ECTS points are awarded by our partner, University of Applied Sciences in Business Administration Zurich (HWZ).
ITIL® is a registered trade mark of PeopleCert, used under permission of Peoplecert. All rights reserved.