IT Service Management and GenAI («ITSMAI»)

• Categorising the role of Generative Artificial Intelligence (GenAI) in the context of IT Service Management (ITSM)
• Identifying specific use cases of GenAI in ITIL® 4-related processes such as incident, request and asset management
• Understanding the differences between traditional and AI-supported service processes and evaluating them critically
• Explaining the basic functions of modern GenAI tools (e.g. chatbots, ticket automation, co-pilot systems) Chatbots, ticket automation, co-pilot systems)
• Assessing the opportunities, risks and strategic application possibilities of GenAI in your own IT service environment in a differentiated manner
• Designing and implementing simple GenAI applications in no-code and low-code environments
• Planning the structure and logic of your own service bot and creating initial functional prototypes
• Analysing real success factors and challenges in AI projects based on a case study
• Developing your own use cases and implementing them in practice under supervision in a protected test environment

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.

• Introduction to GenAI and its relevance for ITSM
• Comparing classic and AI-supported service processes
• Automation of routine tasks with GenAI (e.g. ticketing and support)
• An overview of current tools and technologies.
• Strategic fields of application, pilot projects, and KPIs for measuring success

• Tool demos: comparison of no-code and low-code platforms
• Independent creation of simple service bots
• Analysis of a real case study
• Practical exercises with individual support
• Joint review and feedback session to analyse errors and discuss results

Consists of the following modules

• IT Service Management and GenAI – Basics («ITSMAG»)
• IT Service Management and GenAI in Practice

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.