Training Program: Artificial Intelligence and IT Service Management
Program Objectives

This training program is open to anyone interested in expanding their professional skills. The practical examples and exercises are chosen so they map well to the daily work of Facility Managers; participation is expressly open to everyone, regardless of current professional role. The course teaches methods, tools, and content that can be applied in many different work contexts.

Practical Application for Facility Managers

The following typical tasks from the daily work of Facility Managers serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:

  • Maintenance plans
  • Energy reports
  • Defect tickets
  • Cleaning schedules
  • Safety audits
Content

The program combines two distinct but complementary courses.

The first course, "AI for Project Managers," provides an introduction to Artificial Intelligence, exploring its various applications within project management. It covers foundational models, open-source AI tools, and the practical integration of AI into daily project workflows. The curriculum also addresses the implementation of AI projects, including ethical considerations, data protection, legal frameworks, and the evaluation of AI solutions. Furthermore, essential soft skills for AI projects, such as communication, leadership, and change management, are discussed. Special attention is given to the use of ChatGPT and relevant legal aspects of AI deployment. An optional module on Project Management fundamentals is also included.

The second course, "ITIL® 4 Specialist: Collaborate, Assure and Improve," focuses on transforming IT service management through concrete strategies. It delves into the five core practices of ITIL 4, including Relationship Management, Supplier Management, Service Level Management, Information Security Management, and Continuous Improvement. Participants will learn about strategic relationship management, supplier evaluation, defining and communicating service level agreements (SLAs), and detailed methods for continuous improvement. The course also covers security policies, the integration of ITIL practices into the service lifecycle, and best practices for managing relationships and suppliers. Preparation for the ITIL® 4 certification exam is a key component.

Learning Objectives

Upon completion of this training program, participants will be able to:

  • Understand the fundamentals of Artificial Intelligence and its relevance to project management.
  • Apply AI tools and techniques to improve project decision-making and efficiency.
  • Implement AI solutions while considering ethical, legal, and data protection requirements.
  • Develop and apply strategies for effective collaboration, assurance, and continuous improvement in IT service management based on ITIL 4.
  • Manage relationships with stakeholders and suppliers effectively.
  • Define, monitor, and adapt service level agreements.
  • Integrate ITIL 4 practices into the IT service lifecycle.
  • Prepare for the ITIL® 4 Specialist certification examination.

Career Prospects

This program is designed for professionals in project management, IT service management, and related fields. The acquired competencies are applicable to roles such as:

  • Project Managers
  • IT Service Managers
  • IT Consultants
  • Team Leaders
  • Professionals involved in the implementation and management of AI solutions
  • Professionals seeking to enhance their IT service delivery capabilities with ITIL 4 best practices