Role-Based Programme
RB1237

AI for Service Management

Smarter Service Delivery, Customer Experience & Operational Performance

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Understand how AI can support Service Management across service delivery, issue analysis, customer experience, knowledge management, and performance reporting.
  • Apply AI to analyse service requests, incidents, complaints, operational data, and recurring service issues.
  • Use AI to improve service documentation, customer communication, knowledge articles, escalation summaries, and service-improvement plans.
  • Develop practical skills for service workflow analysis, SLA monitoring, root-cause exploration, and performance optimisation.
  • Understand responsible AI use, customer privacy, confidentiality, data quality, governance, and human oversight in service-related decisions.

Tools covered

Generative AI AssistantsAI Search & ResearchService Request AnalysisIncident & Issue AnalysisCustomer Feedback AnalysisService Workflow MappingKnowledge ManagementSLA & Performance AnalysisService Improvement PlanningReporting & Presentation Tools

Who should attend

  • Service Managers
  • Service Delivery Managers
  • Service Operations Managers
  • Customer Service Managers
  • Service Desk Managers
  • Service Excellence Professionals
  • Service Coordinators
  • Service Analysts
  • Customer Experience Professionals
  • Service Improvement Managers
  • Technical Service Managers
  • Support Operations Professionals
  • Service Quality Professionals
  • Product / Service Management Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of service delivery, customer support, or operational processes
  • Familiarity with service requests, incidents, SLAs, customer feedback, or service reporting is helpful
  • Basic analytical, communication, and digital-tool skills
  • No programming or technical AI knowledge required
  • Prior AI-tool experience is helpful but not mandatory

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to Service Management
  • Exploring AI support across service requests, incidents, communication, knowledge, and reporting
  • Distinguishing AI assistance from service-management, ticketing, monitoring, and workflow platforms
  • Understanding AI limitations, hallucinations, bias, and service-delivery risks
Practical activities
  • Identifying recurring Service Management activities suitable for AI assistance
  • Comparing traditional and AI-assisted service workflows
  • Mapping AI opportunities across the service lifecycle

Scenarios

Recurring Service Issue to Improvement Plan

Service Tickets → Issue Categorisation → Pattern Analysis → Impact Assessment → Root-Cause Hypotheses → Improvement Actions → Ownership → Management Review

Participants use AI to analyse sample recurring service issues, identify patterns and potential causes, and develop a structured service-improvement plan.

Service Disruption to Customer & Operational Response

Service Disruption → Verified Facts → Customer Impact → Priority Assessment → Internal Escalation → Customer Communication → Resolution Tracking → Post-Incident Summary

Participants use AI to structure the response to a sample service disruption, prepare clear customer communication, coordinate follow-up actions, and create a post-incident summary for management review.

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