Dive into the transformative world of generative AI, with insights on adoption strategies, risk management, the evolution of ITSM tools, regulatory changes and ITIL's approach to AI. This course, featuring esteemed guest speakers and hosted by PeopleCert experts Adam Griffith and Roman Zhuravlev, promises to equip IT service managers and professionals with the knowledge to effectively leverage AI.
How does AI affect ITSM? How will ITIL reflect the changes brought about by AI? Will practitioners be offered guidance on the application of AI in service management? In this introductory module, Adam and Roman will share what we know so far about AI in ITSM, what we expect to see next, and how these advancements will be embedded into ITIL. With Adam Griffith and Roman Zhuravlev
Take a closer look at how AI is shaking up the tools we use in IT Service Management. In this module, Akshay Anand will exchange perspectives with Vijay Rayapati about smart automation, predictive analytics, copilots, and the way AI is quietly revolutionizing how we handle everything from incident resolution to knowledge management. With Roman Zhuravlev, Akshay Anand & Vijay Rayapati
Delve into the ethical challenges of artificial intelligence with AI ethicist James Finister. Gear up for this fascinating module where we'll discuss responsible AI practices, transparency, bias mitigation, and the ethical implications of applying AI systems in service management and beyond. With James Finister
This module is based on the results of a global survey conducted by ITSM.tools to assess the level of adoption of artificial intelligence in service management – a portion of which focused on North American IT professionals (created in collaboration with AtomicWork) - and a separate survey that sought end-user perspectives on corporate AI adoption. Stephen from ITSM.Tools and Sajeesh from Atomicwork will present their findings and share invaluable insights on AI adoption trends and the future of ITSM. With Stephen Mann and Sajeesh Sahadevan
Explore the regulatory approaches to AI across Europe, North America and Asia with Ansgar Koene, Global AI Ethics and Regulatory Leader at EY. Discover the key trends that will determine the governance requirements for AI systems in the near future and the proactive measures organizations must take. Learn how these regulatory developments are supported by ongoing work at international, regional, and national standards development bodies with additional support from global coordination bodies. With Ansgar Koene
In this final module, our hosts and speakers will answer important questions regarding the topics covered and share their thoughts on how ITIL should address the integration of AI in service management. With Zhuravlev Roman
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This up-to-date credential verifies that you’ve covered the core concepts of AI application in service management, including the technical, ethical, legal, and operational aspects of AI adoption across industries and roles. Share it with your network to showcase your skills and set yourself apart!