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 Office Clerks (m); 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 Office Clerks (m) serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:
- Mail-flow tracking
- Outlook rules
- Template libraries
- Travel expense reports
- Order pipelines
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 Office Clerks (m); 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 Office Clerks (m) serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:
- Mail-flow tracking
- Outlook rules
- Template libraries
- Travel expense reports
- Order pipelines
ITIL® 4 Specialist: Monitor, Support and Fulfil
- Introduction to ITIL 4 and key practices
- People, roles, and collaboration in Event Management
- Data flows, tools, and automation in Monitoring
- Fundamentals of Incident Management
- Incident Management process workflows
- External sources and partner integration in the Event flow
- The Service Desk: functions and tasks
- Event Management within the operational value stream
- Service Desk as a human interface - roles and culture
- Service Request Management essentials
- Effective management of Service Requests
- Service Desk tools, channels, and knowledge bases
- Monitoring and Event Management fundamentals
- Outsourcing, virtual agents, and partner roles in the Service Desk
- Monitoring techniques and tools
- Service Desk within the Service value stream - intake, escalation, and feedback
- Structured request processing - people and roles in SRM
- Event Management processes
- Automation of Service Requests - tools and technologies
- Problem Management and its significance
- Supplier integration for Service Requests
- Problem Management process workflows
- Requests as part of efficient value streams
- Integration of ITIL practices
- Case studies and best practices
- Incident handling begins with people - roles and culture
- Preparation for the certification exam
- Technology deployment in Incident Management
- Practical exercises and simulations
- Suppliers in the Incident process - OLA, UC, and escalation
- Summary and outlook
- Incidents in the value stream: fastest possible restoration
- Root cause analysis requires knowledge, roles, and attitude
- Methodical support for root cause analysis - tools and data sources
- Collaboration with partners on problems and troubleshooting
- From analysis to value creation - problems in value streams
- Exam preparation
AI Management: Prompt Engineering
- Fundamentals of Artificial Intelligence and language models
- Introduction to AI Management and Prompt Engineering
- Constructing effective prompts: structure and language choice
- Goal definition and task specification in Prompt Engineering
- Techniques for contextualization and detailing
- Introduction to AI Management and Prompt Engineering
- EXCURSUS: Hallucinations
- EXCURSUS: Prompting for Images
Learning Objectives
Upon completion of this program, participants will be able to:
- Apply ITIL 4 principles to monitor, support, and fulfill IT services.
- Implement effective Incident, Problem, and Service Request Management processes.
- Understand the role of the Service Desk and its integration into value streams.
- Utilize monitoring and event management techniques and tools.
- Develop and apply effective prompts for AI language models.
- Understand the fundamentals of AI management and prompt engineering.
- Analyze and contextualize information for AI interactions.
- Identify and mitigate potential issues such as AI hallucinations.
Career Prospects
This training program provides competencies applicable to roles in IT Service Management, IT Operations, and AI implementation. Potential career paths include positions in IT support, service desk management, incident management, problem management, and AI application development or management. The skills acquired are relevant for professionals seeking to enhance IT service delivery and leverage AI technologies effectively.