AI in ITSM: Introduction

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 shared 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.
The webinar took place on April 4th at 3 PM UK time, featuring Adam Griffith as the key speaker, with Roman Zhuravlev and David Cannon responding to questions about AI.
This was the first webinar in our series, ‘AI in ITSM Masterclasses‘ and it was free for all.
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