COURSE OVERVIEW
An industry exclusive from the world’s foremost authority on IT service management – Pink Elephant.
Don’t get left behind! Join us for an exciting and transformative one-day workshop that dives deep into the intersection of AI and IT service management (ITSM).
There is no doubt about it – AI is revolutionizing today’s business and IT landscapes – and
understanding the historical context and general applications of AI is crucial for professionals in all areas
and at all levels. With engaging discussions and insights into the evolution of AI, this workshop not only lays
the groundwork but also provides a very rich, deep exploration of its impact on ITSM
processes.
Get ready to discover how AI is set to transform (and actually already
is!) incident management, problem resolution, root cause analysis, and more by driving efficiencies and
enhancing service delivery like never before.
With hands-on activities and expert-led sessions (by one of the world’s leading authorities on AI and ITSM, Troy DuMoulin), this is your chance to gain valuable knowledge, network with like-minded professionals, and prepare for the future of ITSM. Don’t miss out – register now and be a part of shaping the next era of service management!
COURSE INSTRUCTOR
Learn from one of the best! With close to 30 years of industry and ITSM experience, Troy DuMoulin is universally regarded as one of the world’s foremost IT service management experts. As Pink Elephant’s VP of Research and Development, he has dedicated a great deal of time over the past two years researching AI in general – with an added focus on IT service management. His combined skills and talents enable his deep knowledge about these subjects and, in particular, their synergies and interconnections. Troy is an award-winning professional and his many contributions to the industry include contributions to numerous books about ITSM and Lean IT, as well as the development of industry frameworks and approaches that include integratedITSM™.
COURSE AGENDA & LEARNING OUTCOMES
This course includes case studies, hands-on exercises, and practical guidance. It features eight modules that will build your understanding and practical skills in leveraging AI for ITSM.
Module 1: The Evolution of AI and Its Impact on ITSM
Understanding the timeline of AI evolution, interdependent technology disruptions, adoption patterns, and
challenges is key to successfully navigating the future.
Module 2: AI Fundamentals for ITSM Professionals
Establish a baseline of understanding that’s related to relevant and emerging AI terms, concepts, and the
critical requirement for human oversight and AI synthesis.
Module 3: Responsible AI in ITSM
Address ethical considerations, data privacy, bias, human-AI collaboration, and change management for
successful AI adoption.
Module 4: AI Augmentation of ITSM Operations
Discover how AIOps enables intelligent monitoring, improves observability, automates routine tasks, predicts
and prevents incidents, enhances problem management, and optimizes resource allocation by using AI.
Module 5: AI-Enabled ITSM Delivery
Explore the implications of both the value and risks related to cyber and security, in addition to
orchestrating change management evaluation and service level management.
Module 6: AI-Powered Customer Engagement Channels and Roles
Implement intelligent virtual agents for support, personalize service experiences, build intelligent portals
and service catalogs, and use AI-enabled knowledge management, as well as adapt to evolving IT roles.
Module 7: Strategic Considerations and Implementation
Develop an AI strategy that considers multiple dimensions, measures ROI, and builds an AI-ready culture.
Module 8: Getting Started with GenAI (Practice and Examples)
Practice advanced prompt engineering techniques and the responsible use of generative AI for business
correspondence, document creation, summarization, image generation, and presentation enhancement by leveraging
multiple LLMs for improved analysis and research.
WHO SHOULD ATTEND?
Any individual working in an IT service management-related role, at any level.
PREREQUISITES
There is no prerequisite for this course; however, it is recommended that participants be familiar with basic, general knowledge about ITSM.
EXAM & CERTIFICATION
- There is no exam for this non-certification course.
- Attendees will receive a Certificate of Completion based on their full participation in the course.
- After completion of this course, attendees may apply for self-directed learning PDUs through PMI. A letter of attendance is available upon request.
CUSTOMIZE THIS COURSE!
This course can also be customized to suit your organization’s specific needs. This option applies only to team training. Click here for more details.
RELATED COURSE
Pink Elephant's industry-exclusive one-day course, Artificial Intelligence (AI) Essentials, incorporates some of the content on this page but offers a more general view of AI suitable for any person in any role. It primarily focusing on demystifying AI concepts and exploring practical applications across all business functions. Through real-world examples and interactive discussions, it helps you confidently engage in AI on your own, in addition to contributing to AI-related conversations and decisions.
COURSE E-MATERIALS
Material for this course will only be provided as downloadable soft-copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can only use the files under the Pink Elephant Terms of Use.
