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Optimising AI adoption with the ITIL® 4 framework

Artificial intelligence (AI) is one of the fastest growing markets in the world, with 35% of businesses adopting it globally and a further 42% considering its usage in the future[1]. Combine this with the accelerating speed of digital transformation in many industries, and it’s becoming increasingly evident that IT service management professionals need to start using AI to enhance their capabilities.

But while AI holds great potential for transforming how IT services are managed, ensuring successful adoption of this powerful technology can be challenging. Which is why a framework, such as ITIL® 4, can be helpful in ensuring that professionals get the most value from their AI-driven solutions.

What are the most useful types of artificial intelligence for ITSM professionals?

Leveraging the right types of AI technologies, can help service management professionals to enhance their decision-making capabilities, automate repetitive tasks, and improve the overall efficiency and effectiveness of their service delivery processes.

AI areas of most relevance to IT service managers, include:

  • Machine learning: These algorithms can analyse large volumes of data to identify patterns, and make predictions. When used alongside ITIL 4’s concepts of continual improvement and value-driven service delivery, machine learning can help businesses to use data-driven insights to identify areas for improvement, optimise processes and enhance the overall quality of the services provided to customers
  • Natural language processing: ITIL 4 emphasises the importance of customer-centric and efficient communication. Natural language processing enables AI to understand and process human language, which can be beneficial in improving the quality of interactions with customers and stakeholders through automated ticket categorisation, sentiment analysis and chatbot support
  • Intelligent automation: The adoption of lean principles and automation to create efficient workflows are promoted in the ITIL 4 framework. Combining AI with Robotic Press Automation allows ITSM professionals to automate routine tasks, reducing the likelihood of human error occurring, and streamline processes, leading to a more agile and responsive service delivery
  • Predictive analytics: ITIL 4 encourages learners to take a proactive approach, as the certification emphasises the importance of anticipating and preventing issues before they occur. AI powered predictive analytics has the ability to analyse past performance, identify trends, and forecast potential problems, allowing service managers to take proactive measures to prevent these

What are the benefits of AI usage for ITIL 4 qualified professionals?

Adopting AI can provide numerous benefits, as it enables businesses to provide better value to their customers and drive continuous improvement within the organisation. These benefits include:

  • Improved efficiency and productivity
  • Enhanced decision making
  • Better customer experience
  • Cost savings
  • And more…

Find out more and book training

If you’ve recently started adopting AI within your organisation and are keen to find out how ITIL 4 could help you and your employees, more information is available on our website.

Alternatively, if you’re ready to start your ITIL 4 training, we have e-learning, virtual classroom and blended training options to choose from!

[1] 32 Essential AI Statistics You Need to Know in 2023.