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 PR 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.
The following typical tasks from the daily work of PR Managers serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:
- Press release drafts
- Crisis statements
- Topic pitches
- Journalist briefings
- Statement libraries
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 PR 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.
The following typical tasks from the daily work of PR Managers serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:
- Press release drafts
- Crisis statements
- Topic pitches
- Journalist briefings
- Statement libraries
The program is structured into two main modules:
Module 1: AI for Project Managers- Introduction to Artificial Intelligence (AI) and its core concepts.
- Exploration of AI applications specifically within project management.
- Understanding Foundation Models and Open Source AI tools.
- Practical integration of AI into daily project workflows.
- Methodologies for implementing AI projects.
- Ethical considerations, data privacy, and legal frameworks governing AI.
- Evaluation techniques for AI solutions.
- Development of soft skills crucial for AI projects, including communication, leadership, and change management.
- An excursion into general project management principles.
- Specific guidance on working with ChatGPT.
- Detailed examination of legal frameworks for AI usage.
Module 2: ITIL® 4 Specialist: Monitor, Support and Fulfil
- Foundations of ITIL 4 and its key practices.
- Roles, people, and collaboration in Event Management.
- Data flows, tools, and automation in monitoring processes.
- Principles and process flows of Incident Management.
- Integration of external sources and partners in event flows.
- Functions and responsibilities of the Service Desk.
- Event Management within the operational value stream.
- The Service Desk as a human interface, focusing on roles and culture.
- Essentials of Service Request Management (SRM).
- Effective management of service requests.
- Tools, channels, and knowledge bases for the Service Desk.
- Monitoring techniques and relevant tools.
- The Service Desk's role in the service value stream, including intake, escalation, and feedback.
- Structured request handling, focusing on people and roles in SRM.
- Automation of service requests using tools and technologies.
- The significance of Problem Management and its process flows.
- Supplier integration in service requests.
- The role of suppliers in the incident process (OLA, UC, escalation).
- Integration of ITIL practices across different service management areas.
- Case studies and best practices in IT service management.
- Incident handling from a human-centric perspective.
- Preparation for the ITIL® 4 Specialist certification examination.
- Technology utilization in Incident Management.
- Practical exercises and simulations.
- Root cause analysis methodologies, tools, and data sources.
- Collaboration with partners for problem resolution.
- Transforming analysis into value within service value streams.
Learning Objectives
Upon completion of this training program, participants will be able to:
- Analyze the fundamentals of AI and its application in project management.
- Identify and implement AI-driven solutions to enhance project decision-making and efficiency.
- Understand and apply key ITIL® 4 practices for monitoring, incident, problem, and request management.
- Effectively manage IT service desks and their associated processes.
- Integrate AI tools and methodologies into project management workflows.
- Navigate the ethical, legal, and data privacy aspects of AI implementation.
- Prepare for and successfully pass the ITIL® 4 Specialist: Monitor, Support and Fulfil certification exam.
- Foster effective communication and leadership within AI-focused projects.
- Implement change management strategies for AI adoption.
Career Prospects
This program is designed for professionals in roles such as project managers, IT managers, service desk managers, IT service delivery specialists, and consultants. The acquired knowledge and skills are applicable in various sectors requiring efficient project execution and robust IT service management. Potential career paths include roles in IT project management, software development, data analysis, IT operations, and IT service consulting, focusing on the implementation and management of AI solutions and IT service delivery frameworks.