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 Learning & Development Specialists; 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 Learning & Development Specialists serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:
- Learning paths
- Skill maps
- Mentoring curricula
- Training libraries
- Career paths
Content
The program is structured into two distinct yet complementary courses:
- ITIL® 4 Specialist: Monitor, Support and Fulfil*
This course delves into the core principles and practices of ITIL 4, with a specific emphasis on effective strategies for monitoring IT services, providing robust support, and fulfilling customer requirements. Key topics include:
- Introduction to ITIL 4 and key practices
- Event Management, including people, roles, collaboration, data flows, tools, automation, and integration with external sources and partners.
- Incident Management, covering fundamentals, process flows, human factors, technology deployment, and supplier integration.
- Service Request Management, focusing on essentials, effective management, structured processing, automation, and integration into value streams.
- Problem Management, including its significance, process workflows, root cause analysis, and collaboration with partners.
- The role of the Service Desk as a central human interface, its functions, tasks, tools, channels, knowledge bases, and integration within service value streams.
- Practical application through case studies, best practices, simulations, and exam preparation.
- AI Consultant (v2.0)*
This course focuses on enabling participants to become architects of future business solutions by leveraging Artificial Intelligence. It covers the strategic and practical aspects of AI consulting, including:
- Introduction to AI consulting and its business applications.
- Conducting enterprise analysis for AI readiness and identifying AI potentials.
- Conceiving and planning AI pilot projects.
- Developing data strategies and understanding infrastructure requirements for AI.
- Managing change and implementing training programs for AI adoption.
- Measuring success and strategies for scaling AI initiatives.
- Exploratory modules on specific AI tools and platforms such as Flowise, API integration, Azure-based AI applications, and self-hosted internal AI applications.
- Preparing management presentations and compiling relevant resources.
- An examination of AI in German companies, discussing opportunities, limitations, and success factors.
Learning Objectives
Upon completion of this program, participants will be able to:
- Apply ITIL 4 principles to effectively monitor, support, and fulfill IT services.
- Manage and optimize Event, Incident, Service Request, and Problem Management processes.
- Understand and leverage the Service Desk as a critical component of IT service delivery.
- Analyze business needs and identify opportunities for AI implementation.
- Develop strategies and roadmaps for AI adoption within organizations.
- Design and manage AI pilot projects and understand data and infrastructure requirements.
- Facilitate change management and training related to AI initiatives.
- Evaluate the success and scalability of AI solutions.
- Prepare for and potentially achieve relevant certifications in ITIL 4 and AI consulting.
Career Prospects
This training program prepares individuals for roles in IT Service Management and AI Consulting. Graduates will be well-equipped for positions such as:
- IT Service Manager
- IT Operations Manager
- Service Desk Manager
- Incident Manager
- Problem Manager
- AI Consultant
- AI Strategist
- Business Analyst with AI focus
- IT Project Manager focusing on AI implementation
- Roles in IT strategy and transformation.
The acquired competencies are applicable in various industries seeking to optimize IT service delivery and leverage AI for business innovation and efficiency.