AI in ITSM course |

How can the inclusion of AI in ITSM help professionals like you?

Enhancing Operational Efficiency and Automation

AI is revolutionizing IT by offering new capabilities through ITSM tools, enabling automated responses to common service requests and predictive maintenance, thereby reducing manual workload and increasing efficiency.

Risk Management and Cost Consideration

AI adoption in IT necessitates a thorough understanding of potential risks and costs, ensuring that IT service managers are prepared to navigate data security, privacy implications and the financial investment in AI technologies effectively.

Regulatory Compliance and Evolution

As AI becomes more integrated into IT operations, national and international regulations governing its use are evolving. IT professionals must stay informed about these changes to ensure compliance and leverage AI responsibly and ethically.

Adapting Frameworks and Best Practices

AI's emergence prompts a re-evaluation of existing ITSM frameworks, such as ITIL, to integrate AI strategies effectively. This means understanding how AI can be utilized to enhance service management, decision-making processes, and overall IT service delivery.

AI in ITSM Course Programme

AI in ITSM: an introduction AI in ITSM tools: core component or add-on? AI ethics in ITSM and beyond AI adoption in ITSM: trends & insights Global trends in AI regulation AI in ITIL: what’s next?

AI in ITSM: an introduction

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

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AI in ITSM tools: core component or add-on?

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

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AI ethics in ITSM and beyond

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

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AI adoption in ITSM: trends & insights

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

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Global trends in AI regulation

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

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AI in ITIL: what’s next?

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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Who are the speakers

Adam Griffith is an IT best practice consultant and member of the ITIL portfolio development team at Axelos. Before 2021, he worked as a technical instructor for a global training organisation, specialising in the ITIL framework and helping professionals to embrace best practice. He used practical experience from his previous role as a CIO to emphasise the importance of good service management and was the top technical trainer in the US for all six of the years that he worked there. Adam is a Master trainer for ITIL 4, a keen proponent of the ITIL guiding principles in all aspects of life, and a frequent contributor to digital publications on the Axelos site.

Akshay Anand is a seasoned ITSM professional, with over 20 years of experience delivering projects and running service management teams. He was a Lead Architect & author for the ITIL 4 body of knowledge. He currently works as a Principal Solutions Engineer at Atlassian promoting modern best practice using Jira Service Management.

Dr. Ansgar Koene is Global AI Ethics and Regulatory Leader at EY (Ernst & Young) where he leads the AI related public policy team and contributes to the work on AI governance.

James Finister is an established thought leader in Corporate Governance of IT, the ethics of AI, outsourcing and IT service management. His career has embraced a range of vertical sectors and multiple geographies, underpinned by asking the question, “Is there a better way?” He is also a long-term contributor to industry best practice, including both ISO standards and ITIL.

Roman Zhuravlev has been working in ITSM since 2002 as a practitioner, consultant, trainer and author. After joining Axelos in 2016, Roman works on continual development of ITIL. He is an ITIL 4 architect, co-author, and reviewer.

Sajeesh Sahadevan leads community and thought leadership for Atomicwork. He worked in technical support for Microsoft Windows customers before moving to the business side. He has previously led product marketing for Freshservice. In his current role, Sajeesh works with IT leaders to help the larger community with the resources and insights they need to excel at their jobs.

Stephen Mann is Principal Analyst and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. Stephen previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor.

Vijay Rayapati is a second-time entrepreneur and the CEO of Atomicwork. His previous startup, Minjar, was acquired by Nutanix where he headed the Networking and Security business unit for over four years before deciding to get back to the 0-to-1 journey. He started Atomicwork with the aim of enabling IT leaders to go beyond ITSM and catalyse business growth.