Generative AI in IT service management
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Machine Learning Engineer
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
- Introduction to GenAI and relevance for ITSM
- Comparison of classic and AI-supported service processes
- Automation of routine tasks with GenAI (e.g. ticketing, support)
- Overview of current tools and technologies
- Strategic fields of application, pilot projects and KPIs for measuring success
Day 2: Practice and application
- Tool demos: no-code and low-code platforms compared
- Independent creation of simple service bots
- Analysis of a real case study
- Practical exercises with individual support
- Joint review and feedback session to analyze errors and discuss results
Requirements:
- Participants should have basic knowledge of the IT service environment (e.g. ITIL®, IT support processes).
- A basic understanding of ITIL® 4 is helpful, but not essential.
- Technical understanding or initial experience in using GenAI tools and ideally basic knowledge of coding are recommended.
- Classifying the role of Generative Artificial Intelligence (GenAI) in the context of IT Service Management (ITSM)
- Identify concrete use cases of GenAI in ITIL® 4-related processes such as incident, request and asset management
- Understand the differences between traditional and AI-supported service processes and evaluate them critically
- Explaining the basic functions of modern GenAI tools (e.g. 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 the first functional prototypes
- Analyze real success factors and challenges in AI projects based on a case study
- Development of own use cases and their practical implementation under guidance in a protected test environment
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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