Training course
digicode: CASMP
CAS Digital Service Management & AI-Driven ITSM
Course facts
Download as PDF- Understanding and applying IT Service Management according to ITIL® throughout the entire digital product and service lifecycle
- Planning, designing, and continuously improving products, services, and customer experiences using a holistic approach
- Driving transformations by translating strategic goals into prioritized and actionable measures
- Identifying and evaluating potential applications of generative AI in ITSM and deriving concrete use cases
- Designing, implementing, and presenting practical solutions – from service concepts to simple GenAI-based applications
1 Onboarding (1.5 hours – virtual)
During onboarding, you’ll get a clear overview of the course, meet the other participants, and clarify your expectations. We’ll also walk you through the course structure, the workshops, and the requirements for the certification project step by step.
2 ITIL® Product (3 days)
In this module, you’ll learn how to holistically plan, develop, and successfully manage digital products. You’ll combine agile working methods with proven ITIL® principles and ensure that your products create sustainable value.
3 ITIL® Service (3 days)
In this module, you will learn how to efficiently plan, deliver, and continuously improve services. You will understand how to structure processes, ensure quality, and design operations to be stable and customer-focused.
4 ITIL® Experience (3 days)
In this module, you will learn how to design and systematically improve real customer experiences. You will understand what users truly need, measure their satisfaction, and consistently align your services to deliver a positive experience.
5 ITIL® Transformation (3 days)
In this module, you will learn how to manage transformation as a continuous, controllable process. You will translate strategic goals into concrete actions, prioritize initiatives, and implement changes in a structured manner.
6 IT Service Management and GenAI – Basics (1 day)
In this module, you will learn the fundamentals of Generative AI in the context of IT Service Management. You will understand how GenAI can be effectively used to support processes, automate tasks, and specifically increase efficiency in service management.
7 IT Service Management and GenAI in Practice (1 day)
In this module, you’ll put what you’ve learned directly into practice: You’ll compare various no-code and low-code tools, understand their strengths and use cases, and build your own service bots based on this knowledge.
8 Best Practice Workshop (1 day)
In this module, two best-practice presentations will provide you with valuable insights from the field and demonstrate how innovative services are successfully implemented. You will then work on concrete real-world examples and develop your own service concepts as part of a team.
9 Final Presentation (1 day)
In the final module, you will present your certificate project and answer questions from experts. You will reflect on your results, receive valuable feedback, and refine your solutions.
Consists of the following modules
- Onboarding
- ITIL® Product
- ITIL® Service
- Webinar
- ITIL® Experience
- ITIL® Transformation
- IT Service Management and GenAI – Basics
- IT Service Management and GenAI in Practice
- Webinar
- Best Practice Workshop
- Presentation Day CAS Digital Service Management & AI-Driven ITSM
The course requires at least 130 hours of additional time outside of class (not including work on the CAS project).
The Managing Professional courses consist of interactive training sessions featuring presentations and group exercises. Please set aside the evenings during each training day for review and/or short assignments.
The ITSM and GenAI hands-on day provides an opportunity to independently develop concrete use cases and implement simple service bots using no-code/low-code platforms. You will receive targeted support through feedback sessions and individual guidance.
In a hands-on design challenge, you will develop your own solutions based on real-world scenarios. Two best-practice presentations featuring exciting real-world use cases will serve as inspiration. Using methods such as service blueprinting, value stream mapping, and customer journey mapping, you will structure your ideas and translate them into a viable service concept, including a value stream and operating model. The course concludes with a pitch of your results to a jury.
The CAS in Digital Service Management & AI-Driven ITSM is aimed at specialists and executives who wish to holistically design, operate, and further develop digital services.
It is particularly suited to individuals who are responsible for IT services, service processes, or service organizations and who wish to strategically and operationally advance these areas in the context of digitalization, automation, and generative AI.
The target audience includes, among others, service and product managers, service owners, IT directors, team leaders, and specialists in IT service management, transformation, and organizational development.
This program is for you if you want to not only operate IT service management efficiently but also actively evolve it toward a digital, AI-supported service organization.
You hold a Federal Professional Certificate, a Federal Diploma, a HF Diploma, or a university degree (university/university of applied sciences, Bachelor’s or Master’s) and have at least 3 years of relevant professional experience. Admission based on your application materials is also possible.
Please note: Credits cannot be transferred for modules or (partial) coursework from other institutions, and attendance is mandatory.
ITIL® knowledge is required (version 4 or higher). If you also wish to obtain the official ITIL® certifications, you must have an ITIL® 4 or ITIL® Version 5 Foundation certificate; otherwise, the subsequent certifications cannot be issued. If you do not have this Foundation certificate, please take this course before the start of the CAS:
On the way to the «Certificate of Advanced Studies (CAS) in Digital Service Management & AI-Driven ITSM» (15 ECTS credits), you can earn the following international ITIL® certifications as well as the ITIL® Managing Professional certification if, as mentioned above, you already hold an ITIL® 4 or ITIL® Version 5 Foundation certification:
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.
You can book the exam in English. The course materials and official reading list are currently only available in English. We generally recommend taking the exam in the language of the official reading list.
For the certificate thesis, you will examine an aspect of IT digitization in your company in approximately 15 pages (4000–6000 words, excluding the title page, table of contents, etc.):
Current Situation – Opportunities – Risks and your personal recommendations. The assignment is considered passed with a grade of 4.0. You outline the task, refer to relevant theory in your discussion, and describe the context (integration into the IT landscape). You describe the approach taken in your company/your proposals for your organization and critically reflect on the individual aspects.
Late submissions will be considered failed. If you retake the assignment, you must submit a new topic.
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.