The training provides a structured overview of the basics, potentials and strategic application possibilities of GenAI in the context of IT Service Management (ITSM) according to ITIL® 4.
The focus is on the question of how classic ITSM processes can be transformed through the targeted use of GenAI - particularly in the context of ITIL® 4. You will then develop your own use cases step by step.
The aim is the step-by-step development of simple service bots using no-code and optionally low-code platforms. Two to three tools are presented, compared and applied in practice. A case study provides practical insights into success factors, challenges and lessons learned from real projects.
Day 1: Basics
Day 2: Practice and application
Requirements:
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 in accordance with ITIL® 4.
Day 2 is designed in a workshop style and offers space for the independent development of specific use cases and the implementation of simple service bots using no/low-code platforms. You will 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 would like to actively participate in the introduction of GenAI solutions in the IT service environment.
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