Certified Generative AI in ITSM

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What Sets Our Program Apart?

  •    Globally Valid Certification with 2 Exam Attempts
  •    E-Learning Library Access, Ebook
  •    1-on-1 Connect with SME/Trainer
  •    Practice Exams, Capstone Projects
  •   Interview Practice Platform
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About Certified Generative AI in ITSM

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Objectives of Certified Generative AI in ITSM

  • Validate practical skills in applying Generative AI to IT Service management processes.
  • Validate your skills to use generative AI to redefine SLAs with intelligent escalations.
  • Test the ability to use Generative AI for automated response generation, and predictive problem-solving.
  • Enhance career prospects and earning potential by specializing in the integration of generative AI in IT service management.
  • Provide a globally recognized certification that validates expertise in modernizing ITSM with modern generative AI capabilities.

Benefits of Certified Generative AI in ITSM

  • Validates skills in applying generative AI to IT services.
  • Better service delivery and operational efficiency.
  • Validates utilizing AI for predictive problem-solving and issue prevention.
  • Helps minimize downtime by proactively addressing IT issues.
  • Continuously updates knowledge bases using generative AI.
  • Keeps information current and comprehensive with AI.
  • Boosts career prospects by specializing in AI integration.
  • Increases earning potential with advanced AI skills..

Exam syllabus of Generative AI in ITSM certification

  • Fundamentals of Generative AI
  • Types of Generative AI models (e.g., GPT, GANs)
  • Use cases of Generative AI in various industries

  • Key ITSM processes (e.g., Incident, Problem, Change, Knowledge Management)
  • ITSM best practices and frameworks (e.g., ITIL)
  • Challenges and opportunities in ITSM

  • Service Desk:
  • GenAI-powered chatbots for 24/7 support and self-service
  • Intelligent ticket routing and prioritization
  • Automated knowledge base article generation and curation
  • Automate routine tasks, such as ticket updates and notifications
  • Analyze user sentiment in tickets and conversations to identify potential escalations
  • Provide personalized support and recommendations to improve user satisfaction
  • Incident Management:
  • Employ GenAI to accurately classify and categorize incidents based on their descriptions
  • Identify patterns in incident data to automatically prioritize incidents based on their impact and urgency
  • Leverage GenAI to automatically suggest relevant knowledge articles or solutions
  • Deploy GenAI-powered chatbots to provide self-service support to end-users
  • Leverage GenAI to predict potential system failures or performance issues based on historical data
  • Integrate with collaboration platforms to facilitate seamless communication and knowledge sharing
  • Problem Management:
  • Analyze historical incident and problem data to uncover recurring patterns and trends
  • Generate potential root cause hypotheses based on analyzed data and knowledge
  • Generate temporary workarounds to mitigate the impact of problems
  • Automate the creation of change requests to address the root cause of problems
  • Change Management:
  • Simulate the impact of a change on the IT environment to identify potential conflicts or issues before implementation
  • Generate standardized change request templates based on the type of change
  • Automatically assess the potential impact of a change on other systems and services
  • Analyze failed changes to identify patterns and root causes
  • Leverage machine learning models to predict the likelihood of a change being successful
  • Provide recommendations to change implementers based on historical data and best practices
  • Service Request Management:
  • Utilize NLP to understand and interpret user requests submitted in natural language
  • Identify the underlying intent of user requests
  • Automate routine request fulfillment tasks
  • Optimize resource allocation based on predicted demand and workload
  • Generate personalized responses and updates to users
  • Configuration Management:
  • GenAI-driven configuration item discovery, dependency mapping, and real-time updates
  • Automated configuration baseline management, change tracking, and version control
  • Predictive configuration drift analysis including drift detection, impact analysis, and proactive remediation
  • GenAI-powered CMDB querying and reporting
  • IT Asset Management:
  • GenAI-powered asset discovery, asset classification, and inventory updates
  • Predictive asset maintenance and lifecycle optimization & management
  • Automated asset compliance and security audits for license management, vulnerability assessment, and policy enforcement
  • GenAI-driven prediction for future asset needs based on historical usage patterns and business requirements
  • Release Management:
  • GenAI-assisted release planning and scheduling including dependency analysis, resource allocation, and risk assessment
  • Automate the deployment of software releases across different environments
  • Implement automated rollback procedures in case of issues or failures during deployment
  • Integrate AI with CI/CD pipelines to enable faster and more frequent releases
  • Predictive release risk assessment and impact analysis
  • Deployment Management:
  • Leverage GenAI to automate deployment workflows, identify and manage dependencies, and integrate with configuration management
  • Real-time deployment monitoring and troubleshooting
  • Analyze failed deployments, risk evaluations, and deployment optimization

  • Service Level Management:
  • GenAI-driven service level agreement (SLA) monitoring, automated reporting, and data visualization
  • Predictive SLA breach analysis and prevention
  • AI-powered performance analysis, resource optimization, and SLA negotiation support
  • Capacity Management:
  • Leverage GenAI to analyze historical usage patterns, business trends, and other relevant factors
  • Build and simulate capacity models to predict the impact of different scenarios
  • Predictive capacity bottleneck analysis and remediation
  • GenAI-powered capacity optimization recommendations
  • Availability Management:
  • GenAI-driven availability monitoring for collecting and analyzing potential availability issues and reporting
  • Utilizing ML models for anomaly detection and generating timely alerts and notifications to relevant stakeholders
  • GenAI-powered recommended adjustments to allocate resources and optimize infrastructure design for availability and performance
  • Demand Management:
  • GenAI-driven demand forecasting and analysis to accurately predict future demand for IT services
  • Predictive demand pattern identification and management to prevent service disruptions, optimize resource utilization, and improve user satisfaction
  • AI-powered demand optimization recommendations
  • Information Security Management:
  • GenAI-powered threat detection and incident response
  • Automated security policy enforcement and compliance checks
  • Predictive security risk assessment and vulnerability management
  • GenAI-driven security awareness and training
  • Service Continuity Management:
  • Utilize GenAI to analyze vast amounts of data from various sources to identify potential risks and their impact on business operations
  • Create and simulate various disruption scenarios using GenAI
  • Automated disaster recovery planning and testing
  • Automate communication with stakeholders during a crisis
  • Organizational Change Management:
  • GenAI-powered change impact analysis to assess potential reactions and concerns
  • Generate personalized communication materials tailored to specific stakeholder groups
  • Develop GenAI-powered surveys and assessments to gauge readiness for change
  • Generate personalized training content and recommendations based on learning styles and knowledge gaps
  • Create interactive and engaging training experiences using GenAI-powered gamification and simulations
  • Stakeholder Management (Relationship & Suppliers):
  • GenAI-driven stakeholder sentiment analysis to identify potential issues and concerns
  • Generate personalized recommendations for stakeholder engagement
  • Automated relationship and supplier management workflows and communication
  • Predictive risk assessment and mitigation
  • Continual Service Improvement:
  • Automatically discover and map ITSM processes based on logs, data, and user interactions
  • Analyze process flows to identify bottlenecks, inefficiencies, and areas for improvement
  • Track and analyze key performance indicators (KPIs) across various ITSM processes
  • Simulate the potential impact of proposed improvements on service performance, user experience, and other key metrics
  • Suggest improvement actions based on industry best practices, historical data, and AI-driven insights

  • Agile:
  • Applying Agile principles to ITSM processes
  • Leveraging GenAI for process backlog prioritization and sprint planning thereby facilitating continual improvement
  • DevOps:
  • Integrating development, operations, and security with AI
  • GenAI-powered continuous integration and continuous delivery (CI/CD) pipelines
  • SRE:
  • Implementing SRE principles for service reliability and resilience
  • Leveraging GenAI for error budgeting and incident response automation

  • Identifying suitable Generative AI use cases and defining business objectives
  • Data preparation and model training strategies
  • Integrating GenAI solutions with existing ITSM tools and platforms
  • Measuring the impact and ROI of Generative AI implementations

  • Data privacy and security concerns
  • Bias in Generative AI models and the need for transparency
  • Impact on IT jobs and the need for upskilling
  • Ethical considerations in using Generative AI

  • Emerging trends and innovations in Generative AI
  • The evolving role of ITSM professionals in an Generative AI-powered environment
  • The potential impact of Generative AI on ITSM job roles and responsibilities
  • Preparing for the future of ITSM with Generative AI

  • Personalized 1-on-1 Trainer Session - Receive a customized training session with ongoing access to relevant topics, ensuring lifelong support

  • Defining the Role of Agentic AI
  • What Sets Agentic AI Apart from Generative AI?
  • How Agentic AI Systems Work
  • AI as ITSM Workflow Orchestrators

Meet our Advisor

Hayk Hakobyan
Hayk Hakobyan

EiR/Mentor Country: Singapore

Artus Phee
Artus Phee

Chief Operating Officer

Maxim Salnikov
Maxim Salnikov

Generative AI and AI-powered developer tools. Individual

Enrollment Options

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Target Audience For Generative AI in ITSM certification

  AI Professionals
  Data Scientists
  ITSM Practitioners
  Business Leaders and Managers
  Web Developers
  Business Strategists
  AI-Enthusiasts

Pre-Requisites For Generative AI in ITSM certification

Basic understanding of artificial intelligence concepts Willingness to test one's practical skills using Generative AI Prior experience in IT service management

Certification Exam Details For Generative AI in ITSM

Exam Questions

40

Exam Format

Multiple choice

Language

English

Passing Score

65%

Duration

90 min

Open Book

No

Certification Validity

Lifetime

Complimentary Retake

Yes

Sample Certification

 Certified Generative AI in ITSM

About Certified Generative AI in ITSM

Certified Generative AI in ITSM by GSDC provides professionals with the knowledge and tools to integrate cutting-edge AI technologies into IT Service Management. This certification validates participants to use generative AI for automating tasks, enhancing service delivery, and optimizing workflows in ITSM environments.

As a leader in innovative certification programs, GSDC tests participants with the help of this certificate. The Generative AI in ITSM Certification equips professionals to navigate the evolving landscape of IT services, focusing on the application of AI to improve service efficiency and customer experience.

Participants gain expertise in key areas such as:

AI-Powered Ticket Resolution

Predictive Analytics for Incident Management

AI-Driven Service Automation

This certification is ideal for IT professionals, service managers, and consultants looking to test their skills in this dynamic ITSM market, where AI-driven innovations are becoming integral to service management.

Boost your career potential with GSDC's Certified Generative AI in ITSM, positioning yourself as a forward-thinking leader in the IT service management industry.

Frequently Asked Questions

Choose your preferred package above to begin your certification journey

The certification focuses on using generative AI technology to improve knowledge management, automation, and predictive problem-solving in IT service management operations.

Obtaining this certification can lead to employment opportunities in several fields, including machine learning, AI product management, AI analysis, and ITSM practitioners.

Yes, a wide range of recognized MNCs and businesses around the world recognize the Certified Generative AI in ITSM certification.

Obtaining this certification improves operational effectiveness and service delivery by giving participants a thorough understanding of generative AI applications in IT service management.

Our GSDC?s Generative AI in ITSM Certificate program is valid for a lifetime to our professionals.

1-on-1 sessions provide personalized guidance from expert mentors to help clarify concepts, overcome challenges, and create a roadmap for applying your certification effectively. These personalized sessions are designed to address your unique needs, helping you make the most of your learning experience and confidently apply your knowledge in real-world scenarios.

Why GSDC ?

The Global Skill Development Council (GSDC) is an independent, vendor-neutral, international credentialing and certification organization for the emerging technologies:

  • Advisory board members and SMEs are from around the world, drawn from different specializations.

  • Supported by the world's most esteemed thought leaders from Yale, MIT, Stanford, Wharton, and Harvard.

  • Hub of Trending Technologies and framework certifications.

  • Content curated by Industry's best Subject matter experts.

  • Webinars and Conferences.

  • Training Partners Across The Globe.

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