Pre 6: AI 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, November 17 - Tuesday, November 18
• Certification Exam Included
• $2,099

• 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

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.

The program demonstrates how artificial intelligence for support centers functions in practice, covering use cases such as incident management, automated interactions, and predictive analysis. The training emphasizes practical steps that help reduce repetitive workload while allowing teams to dedicate more time to complex issues.

By completing this AI support organization course, participants will gain clarity on where AI best fits within IT service models, how to measure its impact, and how to translate training into daily practices. The focus is on building confidence with tools and strategies that create consistency in support delivery while keeping pace with changing business needs.