Artificial Intelligence in the Support Organization

The Artificial Intelligence in the Support Organization training course is designed to empower professionals with the skills to implement AI in IT support and service management. This 2-day program provides hands-on AI in IT support training, focusing on the integration of AI tools, automation, and machine learning to optimize service delivery and streamline operations. Participants will also explore best practices for AI in IT service management, gaining access to exclusive resources like AI Readiness Checklists and Use Case Frameworks. By completing the course, you’ll earn the prestigious AI in the Support Organization Professional credential and be equipped to transform your support organization with cutting-edge AI strategies.

• Monday, May 4-5
• Certification Exam Included
• $2,099

This class is for everyone involved with AI and automation projects, from professionals who need a better understanding of developing an AI or automation strategy to those who are actually tasked with scoping and delivering an AI or automation project.

• AI Strategy & Vision - Develop a comprehensive AI roadmap aligned with your ITSM vision using the 5-step strategic planning process.
• Business Case Development - Identify use cases, assess financial benefits, and build compelling ROI-focused business cases for AI implementation.
• Implementation Planning - Define technology requirements, data infrastructure needs, and talent strategies for successful AI deployment.
• Change Management & Governance - Establish effective practices and communication strategies ensuring successful AI adoption organization-wide.
• Performance Measurement & Evolution - Select appropriate KPIs and maintain continuous improvement through business changes and impacts.

Module 1: AI In Modern Support Organizations

• History and future state AI projections to 2030
• Crafting an AI vision and strategy
• 5 steps to AI implementation success

Module 2: Designing Your Ecosystem

• Data science and principles
• Identifying pain points and journey mapping
• Assessing costs vs benefits and building a roadmap

Module 3: Developing a Minimum Viable Product to Scale

• Best in class examples of successful MVP’s
• Building the right project team(s) for AI efforts
• Change management and new KPI’s to consider

Module 4: Optimizing & Refining AI Models & Practices

• Monitoring AI results through business change and innovation
• Understand the marathon mentality, a journey not a destination
• Evaluating impacts, success and AI ethics