Navigate the transformative world of generative AI, with insights on adoption strategies, risk management, ITSM tools evolution, regulatory changes, and ITIL's approach to AI.
This series, 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 leverage AI effectively.
AI is revolutionising IT by introducing new capabilities through ITSM tools, enabling automated responses to common service requests and predictive maintenance, thereby reducing manual workload and increasing efficiency.
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.
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.
AI's emergence prompts a re-evaluation of existing ITSM frameworks, such as ITIL, to incorporate AI strategies effectively. This includes understanding how AI can be utilized to enhance service management, decision-making processes, and overall IT service delivery.
AI was probably the hottest topic of 2023 for everyone working in IT, and ITSM is not an exception. Everyone is talking about AI. At PeopleCert, we are often asked: how does AI affect ITSM? How will ITIL reflect the changes brought in by the AI? Will there be a guidance on application of AI in service management? In this introduction to the ‘AI in ITSM’ masterclass series, Adam and Roman will share what we know so far about AI in ITSM, what we expect to see in 2024, and what are we doing about it when developing ITIL.
Adam Griffith and Roman Zhuravlev
Take a closer look at how AI is shaking up the tools we use in IT Service Management. Roman and Adam will be talking with Akshay Anand and Vijay Rayapati about smart automation, predictive analytics, copilots, and the AI quietly revolutionising how we handle everything from incident resolution to knowledge management.
Akshay Anand & Vijay Rayapati
Let’s navigate the complex intersection of artificial intelligence and ethical considerations together with James Finister. This webinar delves into the ethical challenges posed by AI technologies. Discuss responsible AI practices, transparency, bias mitigation, and the ethical implications of applying AI systems in service management and beyond.
James Finister, AI ethicist
ITSM.tools recently started an artificial intelligence (AI)-focused IT service management (ITSM) AI adoption survey. In parallel with running the global survey, the AI adoption survey questions were also separately focused on North American IT professionals, as was a separate survey that sought end-user perspectives of corporate AI adoption. The North America survey was conducted together with Atomicwork. Stephen Mann of ITSM.Tools and Sajeesh Sahadevan of Atomicwork will answer your questions about the survey, the AI adoption trends, and the future of ITSM.
Stephen Mann, ITSM.Tools & - Sajeesh Sahadevan, Atomicwork
Ansgar will share a review of the regulatory approaches to AI across Europe, North America and Asia. We will discuss the key trends shaping the governance requirements for AI systems in the near future and related actions organisations should take. We will discuss how these regulatory developments are supported by ongoing work at international, regional, and national standards development bodies with additional coordination at global coordination bodies.
Ansgar Koene, EY
In this conclusion of the master classes series, hosts and speakers of the webinars will answer your questions and discuss how ITIL should address the integration of AI in service management.
Zhuravlev Roman & Adam Griffith
Digital Badges
for Masterclass Completion
Plus members who attended the whole webinar series live received a digital badge. This badge serves as proof of continuous professional development as an up-to-date credential.
'AI in ITSM’ badge demonstrates that the individual understands the recent trends of AI development and AI application in service management and includes technical, ethical, legal, and operational aspects of the AI adoption across industries and roles.
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.
