How AI Is Transforming ITSM And ITIL 5 | Future Of IT Service Management With AI | Simplilearn

in the chat. So for everyone joining us from YouTube and LinkedIn, welcome to today's webinar. It's great to have all of you with us. Uh it would be great if you could all introduce yourselves in the comment section. We would love to know your background where you're joining us from. Uh so I can see a few responses in our chat as well. So hi Tanmay from Pune. Hi Ashish from Bangalore. Hi Hima from Chennai. Hi Shubam. Hi Sunda from Bangalore. Ars from Nagpur. We have a lot of people from across India and um some of them. Oh yeah. All right. Hi Sharona. I Hi Kapil from Pune Ajas from USA. So yeah we have a lot from a lot of participants joining from across the globe. So uh it's time for us to start the webinar. So I'll just get right into the topic. Today we are going to be covering AI in ITSM where service delivery is headed in 2026 which is a very important topic to talk about in today's times because every field um has an intervention um after AI has come into place and today we're going to cover a lot of important aspects when it comes to that and joining us is also bipenmok uh he has been our uh he is also our trainer for uh a lot of our ITIL courses we're going to talk about that in detail towards the end of the webinar and I'm also going to introduce him shortly to all of you. So I hope all of you are as excited as we are. So I'm without wasting much time I'm going to tell you about the ground rules for today's session. Uh if you have any questions I request request all of you to share your questions in the Q&A box. Uh so if you share your questions in the chat we might miss out on your messages because we have a high volume of messages coming in the chat. So if you want any questions uh to be answered and to be addressed by Bibbin, we will surely pick it up towards the end of the webinar. So I request all of you to share your questions only in the Q&A box. Uh please use the chat box effectively and let's keep the conversations relevant uh to today's topic and I request all of you not to share any external links in the chat as well. Uh and finally uh the question that gets asked the most uh that's uh the certificate of participation. We will be sharing a poll towards the end of the webinar. You can fill up this poll to receive uh the certificate of participation, the recording and the slide deck uh for today's web. So I hope uh we are clear on all of that. And with that um I'm going to introduce you all to simply learn. Before I introduce simply learn, I just wanted to uh quickly understand how many of you are joining us for the first time. How many of you have attended webinars with us before? uh please let me know in in the chat if this is going to be your first time you can uh comment first in the chat. Uh if not you can let me know um if you've attended us before. Uh okay first time. A lot of first timers here. Wonderful. Uh great to see you. So uh since there are a lot of uh people joining us for the very first time I'll quickly introduce SimplyLearn and what we do at Simply Learn. help learners transform their lives by upskilling themselves through courses and we have already helped over 8 million learners upskill themselves across 150 plus countries and we do these through global partnerships. So uh this is what we mainly do and we do this by collaborating with uh universities and also industry partners like Google, Microsoft and a lot of universities like Michigan uh Virginia Tech and a lot more. can know more about the university and industry partners by visiting our website. Um and we also just wanted to quickly tell you some of the key highlights that we have at Simply Learn. Uh so most of our learners have reported a 50% salary hike on completion of courses with us. Uh and we have also been rated 4.8 out of five by most of our learners. So this kind of talks about the kind of learning experience you can Yeah. Uh so with that I'm going to take you all through today's uh today's agenda and what we are going to cover. Uh so we are going to start by talking about uh the 40 plus year evolution of ITIS uh ITSM and why 2026 is the biggest shift yet. Then we are going to cover why AI is uh reshaping enterprise service delivery right now. Then we're going to talk about traditional versus AI augmented ITSM. We are also going to be covering real world AI use cases. This includes predictive incidents, smart triage, uh intelligence uh intelligent change, autonomous ops and then we are going to talk about what ID5 changes and what it means for your certification path. Then we're going to cover the AI skills gap and we will also look at the uh 90day uh AI ITM action plan for all of you and finally we will be covering simply learn it uh foundation version five. So there will be a a program walk through towards the end of the webinar. Uh and that also brings me now that we know the agenda for the session that brings me to uh one of the best parts for me as the host of the webinar that's introducing the guest speaker and today with us we have uh Bipin Deshbuk. So within actually brings uh over 40 years of experience in the IT industry with expertise across software development, IT service management, project management, quality management and a lot more like you can see on the screen. Uh and what makes this uh journey especially impressive is the range of the experience that he brings in. So from consulting and implementation to training and mentoring professionals across global organizations, he has a lot of experience in this field and I think that is also one highlight of today's webinar. You're going to learn from somebody who has hands of hands-on experience in this field and he is also a lead mentor for most of our ITL courses here. So he will be able to share a lot of information content with you today and probably help you get a lot of your questions answered in this session. So um I'm sure everyone's waiting to hear more from you Bippen. So uh once again thank you for joining us today. Uh we are really happy to have you. Could you please introduce yourself to our audience? Greetings of the day to everyone first of all. It's nice to be sharing my stage with Shua on uh the session out here. It's I as Swa has already highlighted my experience etc. So it will be great uh learning from me as well from you to about your knowledge as well as sharing knowledge with you related to ITIL and ITSM in AI field as well. So looking forward for your queries and handling your queries and questions on this topic. Yes. Yeah. Thank you so much Vipin. I'm sure there's a lot to cover. Uh so I think uh we'll start with the most important uh aspect which is the evolution of ITSM. I'm sure you have seen it evolve over time but um a few of our participants are quite new to this. So could you please uh help them understand how ITSM has evolved over the years? Yes, ITSM journey has been quite long. It started in the year 1980s uh way back then in uh Britain and Europe. So basically ITL version one or V1 was released in 19 uh 1990s initial version which was basically talking about how it how it can enable the organization to grow and subsequently it was adopted in most of the organizations around Europe and then it came up with a new version in 2000. uh which was related to the service uh inculcation of services uh in service management in IT. Then in 2003 it came up or 2007 it came up with the new version which was ITL version V3 which lasted for quite a long time. Uh basically it was evolution over version one and version two and it included the in uh the life cycle model which was introduced then to cater to the needs of implementation of enterprise wise solution across the organization and inherit the concept of uh continual improvement and a life cycle model from ISO 2001. So this included the life cycle model of ITIL V3 which includes the service strategy, service design, service transition, service operation and continual service improvement. As we went ahead in 2011, the introduction of uh the business alignment with IT uh version uh ITL version 33 was introduced in 2016. Again the new uh inculcation was done to inherit the guiding principles in ITIL V3. In 2018 towards the end of 2018 the new version we moved away from the conventional life cyclebased model to a service value systembased model. uh in 2000 and which which was further evolved from 2023 2023 to 2026 where in recent model uh or framework version five was introduced by peopleert which has the uh evolution over version 4 and in which includes the utilization of artificial intelligence across uh version five. uh in ITIL. So this is how the version has evolved over a period of last 40 plus years. Yeah. Uh so we have now seen how it has evolved over the years. But the biggest shift pipin I think is happening right now because AI is also changing how organizations manage incidents or automate services and a lot more in this field. So uh could you please help us understand why AI is becoming such a powerful force in reshaping ITSM today? So first of all uh these are bases the uh surveys conducted by gardeners foresters mckenzies uh as for McKenzy's the state of AI in 2025 is about 80 88% of the organization now use AI in at least one of the business functions that is to deliver value to the consumers and according to uh fresh services benchmark report 2025 76% reduction in ticket time from AI enabled ITSM teams versus nonAI has improved efficiency of the organization as for solar events again 2025 state of ITSM report which 50% 54% drop in revolution time of a genai enabled IT teams from moving from 51 hour reducing the time from 51 hours to 23 hours and lastly the gartners 40% of uh enterprise application will include a task specified by AI agents by the end of 2026. So that's why we are heading towards enabling the IDSM where most of the work automated work mundane work would be handled by the automation tools and the AI tools and the staff would be freed up and have a free time for strategizing how to take the things further in in the era of AI. uh thank you for uh explaining that bipin this gives us a very clear picture of why AI is no longer optional and it is pretty significant but what's also interesting is that this uh shift is not happening because of one reason there are several other factors contributing to this so could you walk us through the key drivers behind this rapid transformation that's happening right now sure so five forces accelerating AI adoption in ITSM is basically the volume of tickets because AI is driven basically all of us understand without the existence of data it is very uh it is really impossible for AI tools to learn from the data so data is critical important so this data 34% of these support teams report rising ticket volumes average organization handles around 10,675 tickets per month. Manual triage is unsustainable and HDI data of tech supports 2025 says this. So the data is volume of data is increasing as the implementation of uh service management and ITM is flowing across the industries at various uh industry levels across uh vorticles business verticles especially in terms of telecom internet service providers IT and a multiple service providers online banking service providers online e-commerce platform service providers so on and so forth lot of Um a lot of uh data is coming in and that data needs to be processed in a user-friendly timely manner and hence it becomes very critical and important for us to ensure that data at the source is collected verif uh validated verified cleansed and put into the AI tools for it to help us to do trending to help us automate uh the incident management, service request management, change enablement and so on and so forth. It also provides 24 by7 users ac uh accept acceptations or expectations. 80% of customer expect services tools to resolve issues immediately or independently. 62% of the channels transitions are rated high efforts by Gartner and Hierlogix. So here in basically the tools like chat uh bot becomes very useful to provide and undertake 24 by7 AI uh services to the consumers as whenever they need it across the globe. Then there is a consistent cost pressure on the organizations to implement tools, automation tools, particularly AI. IT service spending hits around $1.8 trillion in 2026. AI automation delivers around $3.5 per AI and per $1 invested by the top performer Gartner and Cordwell says this the these are based on the research work done by Gartners foresters and other organizations. Yeah. Hybrid cloud complexity. So hybrid is basically you all know hybrid cloud is a combination of public cloud and private cloud. In most of the scenarios in bank internally bank uses uh private cloud for the consumers they may use uh for some services the private cloud for some services it might use the public cloud so that becomes a hybrid combination so cloud-based ITSM now 60% plus of development multicloud estate demands intelligence automation management to at very higher scale So ITM market report which was given in 2025 states risk AI governance pressure is getting immensced because of the speed at which the AI is able to deliver free up this time of the resources and take a automated activities to a next level 40% of a genetic AI projects will fail by 2027 if the organization automation autom Automate broken processes. Governance and risk scoring are critical. Gartner 2025. Once again, here it is not only raw data. Data could be of immense importance with respect to areas like the profiling of a customer, user profiling, partners profiling, suppliers profiling, digital product vendors profiling. It is also important with the workflow management tools which enables uh automation of value streams and how to train the AI for taking care of automated value streams across various practices. That's what is the pressure which has been put on AI governance. The basic concept for AI governance is the accountability which is to be taken by the senior management team or the governance body of the organization is very critical and they provide directions and the actions are performed by the teams on a regular basis. Thank you so much Bibben. Uh that gives us a lot of clarity on how uh these forces are actually accelerating AI adoption in ITSM today. uh but this also raises a very important question uh about what uh ITSM actually will look like in the new AIdriven era. So what are some of the key differences between traditional ITSM and AI augmented ITSM? I'm sure a lot of our participants are also waiting to know that from you. So could you please help us understand that? Okay. So here we are traditional ITSM versus AI agumented ITSM. Traditional ITSM is a reactive incident response, manual ticket categorization, rulebased change approvals, static knowledge base, human only service desks, monthly reporting and reviews and siloed ITSM tools. Silos means they are working in isolation. They are not collaborative. with the tools which are required from service provider perspective, service consumer perspective and service providers, partners and suppliers perspective. They are in working in isolation. Now as a part of versus AI agumented ITSM, we are talking about moving from reactive incident response to predictive incident prevention or incident management or incident uh resolution. AI powered I automate auto triage of routing depending upon the ticket incident ticket related to if typical ERP module is considered the ticket can come from any kind of a module. So this triage will enable based on the ticket being raised related to a particular module will be routed to the technical uh and the functional expert in those areas. That's what is taken up risk code uh intelligence change management self-updating AI knowledge engine because all this information which is produced as a part of uh the various practices and the database related to service management database for incident management for known errors or service request management. would be automatically classified and updated into a knowledge base which will enable the teams of service desk to provide first time resolution right by using this knowledge base across without even going into the routing requirement as needed that will help resolve or help faster resolution time AI co-pilots plus human exclation uh will be interacting with each other where human being or human will talk about human will take about the emotional and ethical needs of the service consumers and AI copilot will take care of the automated needs of resolutions. Realtime operation intelligence would be provided as a part of the knowledge base of the organization and unified AI orchestralization layer will be added which will be depending upon uh the area of orchestralization which is basically how should in a particular scenario the thing should be handled. Now there was a question earlier which I would like to answer at this point in time. uh one of the learners raised a question how 40% a genetic AI project fail by 2027 this is because of the fact that most of the organization do not use a standard way of the project management practices in terms of aligning with project management practices and the de uh software development practices or the devops so that consistency would be created A will required that we'll need to enable fix the processes in terms of how the value streams would be created to ensure that the needs of the customer are embedded as a part of the each activity which is performed by the service provider to ensure that the valuable products and services are delivered to the consumers. Still there is a huge gap in the way in which the development life cycle or implementation life cycle is used in different kinds of project. development cycle is normally used for bespoke kind of a development though it may use agile but still there are uh consistencies required and even in ERP implementation or a product implementation life cycle there are different kinds of gaps in the value streams so those needs to be fixed by that time in order to take it or AI to take handle it better so that's the reason why we said that I hope that clarifies the point raised by Ismile I believe so. Uh yes. Uh so thank you so much for that Pippen. Uh it uh first of all this explanation helps us understand the key differences between traditional and AI augmented ITSM uh with a lot more clarity right now than before. And now we have also covered uh what uh the key differences are. uh I think we have to talk a little bit about the real world um applications of this and how enterprises are actually using AI today in today's time. So can you give our audience uh some examples and about how enterprises are actually using AI in ITSM? Okay. So ITSM in action AI in action is by using the normal uh tools like fresh so freshworks customer data management which is a part of the freshwork uh fresh services by freshwork 10,743 organization it is a French uh fresh services benchmark 2025 challenges is one it enables 76% resolution ution in resolution time. A reduction in resolution time and 66% of ticket deflation and 40 4,000 4 lakh 31,000 plus agents hours are saved man uh manual hours annually uh they are saved. This is based on the research done by the fresh services along with the considerations and along with the collaboration with their client base which are who are using their tools. Second is a solar wind 20,000 plus ITSM systems 2025 states of ITSM reports top 10 A uh Genai organization resolution time fells from 51 51 hours to 23 hours 54.3% drop and 323,000 hours saved August 24 to July 25 this is a data which speaks speaks volumes about how automation and AI is helping those organization using those particular tools. Now there is all these tools do also have an AI module available there. Okay. Next we are talking about Mishubishi UFB bank Japan moderator installation uh intelligence IDSM report which says 2002 hours saved annually post 2025 rollout cited as a flagship APAC AI AI ITSM development. So this is speaks volumes about the efficiency because of the data and because of automation tool handling this data. These are already embedded. Now these are not separately created. These are already information by people or the client or the consumers who are using the respective tools. AI module is sitting on top of them and extracting data from each of the modules and providing this data related to respective practices especially the incident management practice where this data is coming from when the v depending upon the various tools etc. Yes. Uh so thank you for this Bibbon. Uh those examples clearly show that AI in ITSM is already driving real impact across these enterprises. Uh now that we spoke about this, I think it's time for us to help everyone understand uh how uh some AI uh some AI use cases in ITSM and how organizations are applying them today. Um so can you please help us with some real world AI use cases in ITM? So here we are talking about the first use case is predictive incident management. So in this scenario first thing is telemetry and logs. Continuous data is injection from all the systems is happening. Then machine learning aluminum uh detection is helping patterns recognition across thou 10,000 plus signals. Predictive alerts. Now predictive alerts or incident prediction 15 to 45 minutes before the impact that is through the monitoring of event management tools which are embedded as a part of the logs of the data of the operating system or even the tools which uh have uh capabilities of uh going through the logs very quickly. So those are enabling prediction of preempting the incidences auto redemption self-healing scripts executed if confidence is about 85% and human excler notifying only complex cases. Again as I referred to in the scenario of incident management basically a simple kind of incident is getting resolved directly by using of AI tools. Wherever the complexity comes into picture it is human intervention. It is escalated to human and human have the time uh because of lot of automation work has taken lot of made them free time and they are working on a strategic and uh escalation mechanisms to handle the incidents better and that will again in a longer run will help data being produced which will also lead to training the AI tools to take care of such scenarios in future. Here the business impact of AI uh enabled uh teams is 76.6% faster resolution 67.7 ticket deflection 8 4.8 hours saved per incident. This is fresh services data coming from benchmark 2025 and solar wind 2025 state of ITSM. So this uh data is being observed learn uh participants please understand this data is coming from the actual data available with implementation of this respective tools across various organization by the incident management tool service provider organization. All right. So this is the data which is coming from them not from us. This is important because of utilization of automation umbrella on top of these respective tools. Now second case study which we are going to talk about is AI powered ticket triaging ticket submitted via portals or email. So it takes care of omni channel uh and without uh without AI it's ticket submitted via portal or email or chatbot or could be through the uh personal visit could be through telephone etc. A li agent manually reads and categorizes it routes the team based on the guesswork. Wrong team is equal to reassignment delays. Average time taken is around 45 to 90 minutes and 30% tickets miscatategorized initially by human intervention because of wrong knowledge about the classification. Now AI tool is trained on this with AI triage. NLP that is natural language processing reads and classifies the ticket in seconds. Sentimental analysis flags urgent VIP cases. Auto routing is done to best the skills of the service agents. Now this I have observed in even in the tool which is the service uh SFA uh AI agent can help there. Similar incident uh linked automatically and suggest resolution for knowledge base which is already available in the past. What has been done in the looks at the database or knowledge base of the past of a similar kind of incident ticket which is automatically provides resolution and clears it up. So 60% higher ticket deflation versus traditional testing. This is by Gartner report 2024 on ITSM. Third use case we are looking at is intelligent change enablement AIdriven change risk scoring. So low risk is 0 to 30% auto approve plus auto deploy 55% of the cases it was canone medium risk is 31 to 65 peer reviewed uh peer review required 32% high risk 60 to 65% cab fasttrack plus monitoring 10% critical 86 to 100 as a risk factor full cap plus roll back plan require by 3%. So this is how this is happening. AI analysis historically changes failure rates historical failure rates are uh change the failure rates time of change peak versus of hours system and dependencies impacted configuration based drift team experience and past accuracy. current incident load and risk expo uh exposure and finally business uh calendar and freezing windows time frames that is now use case for automation of service operation AIO ops AI ops we call it maturity ladder in OI maturity ladder it's a level one which is uh monitoring only dashboards and alerts, human interpreters and acts. Level two, AI operations, AI suggest human approvals and results. Level three 55% argumented operations AI executed routine task human overseeing exceptions. Level four 80% automan auto operation self-healing selfoptimizing and human strategic oversight and 100% conen uh conenerative operations AI predicted decides learns and continuous service elevations right uh so u now that thank you for explaining all the use cases in detail I think everyone has a good understanding of how they can use AI in ITSM right now. Uh that also brings me to a very important uh segment that is what ITL 5 is expected to change. We understand that there are a lot of changes coming in place. So now we are currently transitioning from ITIL version 4 to ITIL foundation version 5. Uh so this is a very popular question that we get from most of our participants. Could you please uh help us understand what some of the key differences are? So basically in ITL 4 versus ITL 5 what's evolved is agumentation of AI services has been added quite a lot. Now in ITL 4 we had four dimensions of service management. Here in ITL version 5 we have four dimensions of digital products and service management. ITL4 basically used only uh service management whereas in ITL5 we have moved from only service management to digital products and service management and involvement of AI at each stage at each component of the value system. So second service value system has been realigned to value system and in the service value system the central component was uh the service value chain activities which were six in number enga uh starting from plan improve engage design transition obtain and build deliver and support. wherein version five it has moved from service value system to the value system which takes care of product and service development life cycle. So life cycle act say life cycle activities has been put into place which includes discover design acquire build transition operate deliver and support. The 34 management practice remains the same. But the classification of 34 management practices has been moved from 30 uh three general uh three uh three types of classification of practices in version 4 to uh from the general management practices. Service management practice and technical management practices to two sets of management practices related to general management practices and production service management practice. Guiding PRA principles have remained the same but they are enhanced with respect to AI governance and in each of the step of application of guiding principle AI has been added to ensure that the guiding principles enable AI governance in the organization. Now lastly the focus on value creation. Focus was value co-creation. Here focus has been updated to not only value co-creation but also on c human centricity, customer centricity and AI human connect DevOps and agile integration was very minimal as a part of version four but in version five it has been added quite a lot along with the interaction between project management as well as the DevOps has been added consistently to take care of native AI MLOPS and digital and product service management. That's how the improvement that's how enhancement has been done over a version 4. Now as we go ahead we'll learn more about transitioning from ITL version 4 to or uh version 4 to version five. Uh yes uh yeah we will surely do that and uh thank you for explaining the key differences and I think uh there are a lot of our participants who have currently who currently have the IT4 certification and would uh want to uh take the latest certification. So we will talk about the foundation course uh as well and this comparison really highlights how ITL is evolving alongside AI and modern service management. So I think uh everyone has a very good understanding of this concept by now and uh that brings me to the next segment. Uh so this is uh how the AI skills uh this segment is about the AI skills gap in ITSM. So we have some numbers on the screen here. So uh we are uh not just talking about technology evolving but we are talking about a major shift in the skills organizations now expect from their workforce. So if you look at all the numbers here jobs requiring AI fluency have grown seven times in just two years from around 1 million roles in 2023 to nearly 7 million in 2025. uh Gartner predicts that 80% of engineering workforce will need to upskill by 2027 and the world economic for forum says six out of 10 workers will need training before 2030 and interestingly 85% of Fortune 500 companies already use ITIL frameworks which means companies are now trying to combine strong ITM foundations with AI capabilities. So clearly the gap is growing fast but at the same time this also creates a huge opportunity for professionals who are willing to adapt early. Uh so if you are at that stage where you are considering uh upskilling yourself I we all think that this is the right time for all of you. So with that we also have a quick question for all of you. Uh we spoke a lot about the impact of AI in ITSM. Uh so we wanted to quickly understand where you are today. Uh so I uh there are four options you can let us know in the chat. So the first option is my team hasn't really started AI in ITSM yet. Um uh the second option is we are piloting AI tools but adoption is limited. Third AI is part of our workflow still expanding and the final option we are fully AI augmented in most ITSM areas. So let us uh know your responses in the chat. So you can also mention 1 2 3 or four or anything that or you can write down your options. Uh so Tan says option one. So many people telling option two. So you are all piloting AI tools but adoption is limited. All right. So that's that's very interesting for us to see a lot of you in option two. Um I think uh Vipin we have most of our audience uh here they're piloting AI tools but uh in ITSM but yeah adoption is limited. It would probably take uh time. Um and with that I think thank you all for sharing your responses. It's wonderful to see that you guys are adopting AI tools into your workflows and uh we hope that you also implement the frameworks that we discussed. So there are a lot of people why they are saying this I coming I know the background because most of the organization today are either using tools from uh service now as a ITSM tool or fresh services or Atlantis tool or zen duty. All these tools have inbuilt uh AI umbrella which enables them to actually start piloting and work upon it faster. So base data is ready with this uh tools and then that can be utilized by them. So that's why I believe that reason is for two is because of that. All right. Right. Uh and uh thank you for explaining that as well. So the our next slide is also on enterprise adoption curve of uh yeah enterprise EITSM adoption curve. So uh pipin can you please talk to our audience about this? How fast are we uh adopting AI in ITSM? Especially the enterprises out there. What can they expect in the coming years as well? How soon do they have to upskill themselves or get their teams ready? So upskilling actually started from 2022 onwards. Most of the organizations started adoption in uh early adopter in 2022 where 12% of experimenting of AI was a novely. In 2020's rank the adoption grew from 12% with the range of 35 to 78% of organization using AI in uh more than one functional area. So it is not all the functional areas together it's one again the approach of uh agile is adopted there not everything can be done or a big bang approach is not used uh approach of uh partial approach is used which enables uh them to get better feel of the scenario a better feel of the tools better feel of the AI and how it can help the organization that comes into picture and then they can go ahead and look into the second third and all the functionality is to be taken up. So normally big bang approach in such a kind of a vital area of business support is not uh recommended. So hence people are doing this. Then 2024 was a fasttracking scenario where from 58 to 8 88% of the organization regularly using AI again these are based on McKenzie 2025 reporting. Um again in AI native push in 78% of the organization where a genetic AI entering the production 11% live this is a report given by deote and 2026 plus catch up the pressure because now it is important the organization should align to the market to remain in the market scenario to sustain in the market scenario they need to align it and hence it is a time in 2026 and onwards that almost all the organization would go ahead with the fasttracking or putting it into a war footing and implementing the AI in respective areas about that Gartner is saying that 95% enterprises application will be going for AI agents today in the next 18 months it will determine whether this gap which side of the gap the organization would be. So it is always it is a mandate which is there the peer pressure say or the market scenario you say that is driving the organization to adopt AI. Yeah. Uh so thank you for explaining this uh in detail bipin. Uh I think that brings us uh to another very important segment uh which is the career road map for anyone who is planning to get into this field. If you are new in this field u uh we would love for you to know how you can upskill yourself in the next 90 days possibly. Uh as Bippen is also a mentor with us he would be able to give you a clear road map on how you can possibly do that. So Bin could you please help our audience? Uh some of them are absolutely new to this field and would like to uh get into the field of ITSM as well. So could you please help them understand how they can do this in the next 90 days? Yes. So first of all phase one day 1 to day 30 you can enroll with for ITI L version foundation version 5 with simply learn complete AI. Now if you join as a part of the alllight then we have already uh a course apart after you complete the session and the course syllabus of ITIL version foundation version 5. If you join as a light, we already have AI and automation and AI in ITSM a 9 hours uh uh master class which you can attend. That is what complete AI in ITSM fundamental modules may map your ITSM process to AI opportunities and join ITSM AI community forum and LinkedIn groups. Then phase two day 31 to 60 experiment and apply. Join ITIL light 9 hours master class for recapping it. Get hands on with service now AI BMC Helix tools. Identify one process to pilot AI automation. If you are already using that, most of you have already said that you are already piloting it because most of you can pilot it because you already have the data available from the normal services which are use either using a tool of gen duty or service now fresh services or Atlantis tool. So that makes lot of sense there. Then document your finding as a business case. Earn ITL V uh version 5 foundation certificate. Day 61 to 90. Lead and position. Present AI pilot auto outcomes to the leadership team in your organization. Update your LinkedIn with AI and ITSM focus. target AI forward ITM roles and internal moves and plan advanced certification pathway. Now in this scenario advanced certification pathway is available in version ITL version 5. You can if you are already a part of ITL4 advanced path is done by you in terms of uh the management professional CDS management profile hyper velocity IT management professional uh drive stakeholders value. After doing foundation you can do ITIL which is already launched for version five is ITL products for who are into product management can go into ITL products. Those who are into services they can go into ITL service management and lastly those who are into customer experience they can go into experience module. After doing this you possibly to get a designation of ITL management professional you have to go through transformation module as well. This is a path for ITIL uh management professional. There is also path available for manage practice manager where you have already done if you in IT if you have done MFS in version 4 you can do after doing foundation in version five or bridge in version five. bridge from four to five to go into management practices MFFF in version five and do transformation and you can get a management certific management prof uh management practice manager in that area. Similarly when you do ITIL you have already done ITIL PIC that is plan improve and control which is ITL strategist transformation module we have to do plus which will lead to the module which is called as ITIL strategic leader. If you happen to do IDIL management p uh manage uh practice manager in one of the three areas do all the three areas of uh ITL product services and uh experience and ITL strategic leader you will be automatically designated as IT master. These are the growth path which is available in ITIL scenario. If a profession yeah this is opportunity plan or growth path which you can do as a part of certification in the ITL version 4 moving from version 4 to version five as well. If ITL for foundation is there they still got to complete the ITL foundation and cannot proceed to advanced certification. Is that correct? See point here is if you are doing ITL pro foundation is there and the certificate is still valid. You have a course which we uh peopleert have announced which is say ITL bridge course that bridge course is 8 hours uh course which we'll be talking about as we go forward. So that can be taken and once you do the bridge course and clear your certificate is automatically upgraded to ITL version 5 certification. I believe Shua that was your question and hope that answers your query. Yes. Uh thank you for answering that question as well and thank you for sharing this 90day AI itm career acceleration plan. uh we see that a lot of uh we have a lot of questions around this uh transitioning uh to the next version how they can do it. So like bipin mentioned we have an ITIL foundation bridge course and uh this is an AAR course. I'll quickly show you uh the co key highlights of this course and what we provide. Uh so first this is not a generic course. It's specially designed for ITIL version 4 certified professionals. So everything you learned here is focused, relevant and also immediately useful. You are getting an industry aligned curriculum which means you're not just learning theory, you are also learning exactly what's needed for the current ITIL version 5 framework and also the exam. And the best part is that it is just 8 hours for you to get the certification. So this is a highly focused upgrade. It's not a very long drawn out program. Uh so you will also get live classes led by accredited ITL experts. So you are not figuring things out on your own. You are learning directly from someone who helps understand both the exam and real world application. And now uh coming to something most people worry about and that's the exam here. So this is an allincclusive package which means that your official ITIL foundation bridge exam fee is already included in this course. So there are no additional or separate steps involved. And finally to make sure that you're actually ready, you will get mock test and also 24/7 learner support as a part of this uh uh course. So you're not just going to be attending these sessions, you're actually practicing validating your understanding also getting help whenever you are in need of it. Overall uh this is designed to be a very fast structured and outcomedriven course to help you smoothly transition. So uh if you are serious about upgrading to ITIL version 5 and you have the certification of version 4 uh this is probably the most efficient way to do it for all of you. And when it comes to the course investment for this, for Indian learners, uh the course fee is $17,300 rupees. Um and for US learners, it's $319. For AP pack or Africa or ME, uh it's $240. And like I mentioned earlier, what's included is you will have lifetime access to high quality self-paced content. You will have two more text test papers for self assessment and the ITIL PO foundation exam voucher is also included like I mentioned earlier. So uh now that we understand the bridge course I we have seen some of the audience who's interested in the ITIL foundation version five and would like to take the exam for that as well. So we have a course specifically for this. Um I will take you through the key highlights of this course. Uh so first as a part of this course you're going to uh this is actually backed by official people set accreditation which means that you're not just learning you're preparing in a way that's fully aligned with the actual certification standards and one thing that really stands out here is the 100% first attempt pass support that we provide. So what this really means is that you're not just guessing about the whole process. This is a very structured coaching that you are going to get as a part of this preparation. Additionally, you will also earn 22 ps uh with accreditated training. So, this is not just about ITL. It also contributes to your broader professional growth as well. And now coming to the biggest value add that this is providing that this is an allincclusive package. So you are going to be getting uh your exam fee, official courseware, ebook, cheat sheets and study plan. All of this is going to be included in this. Um so there are no additional uh steps that are involved. And finally the part that actually makes the difference which is the practice and that's something that we highly focus on at Simply as well. So you will get access to 100 plus premium questions, simulations, mock test and real world scenarios. uh so because clearing this exam is not just about memorizing definitions. It's about understanding how concepts are applied and that is exactly what we are going to help you do through this foundation uh uh through the ITL version uh five course that we provide here. Uh so now that I have told you some of the key highlights of this course, I'm sure all of you would want to take a look at the course curriculum and I think uh Bipin is the mentor for this as well. So bipin could you please walk our audience through this and uh help them understand what will be covered as a part of the curriculum. Okay, before we I take this into curriculum into consideration, I will answer one of the questions which have come in and which is very important and valid to answer. Once we are moving from bridge uh you're taking a bridge course in that scenario your number of questions the timelines are different. The number of questions in normal scenario is 40 questions in 1 hour. Here in a bridge course and bridge uh this thing you will have only 20 questions and 30 minutes and the pass percentage remains the same 65% of the marks which will add to your uh and you'll get a certification which will be further valid for the period of 3 years. However, in the full course we have all these modules covered in a bridge course. The modules covered are is the delta delta between version four and version five to be precise. how AI and AI additions in various areas of uh the uh value system has been added that would be taken up as a part of the bridge course. However, the normal course will consider as a fresh candidate with not taken any course earlier is uh considered as a fresh person and that will include the modules which are related to the IDL terms and terminologies. The four dimensions of digital products and service management. ITIL uh products and services life cycle. ITL value system. The value stream identification mapping analysis and management. ITL and AI and finally IDL and other frameworks like Devox and project management framework like prince to agile and prince to normal that's what is covered here so the number of questions are also available for you in each of the areas which adds to 40 questions there right uh thank you for actually answering the questions and also uh walking us through the curriculum that gives them a lot of clarity of what they can expect if they decide to enroll for this course. Uh so when it comes to the course investment for Indian learners the course fee is $32,813 rupees. Uh for US learners this is $799 and for APAC Africa or ME the co fee is $699. So like I mentioned earlier this is what is covered as a part of this course. So people search training material, exam fee, ebook, the 22 PDS, quizzes, mock test, simulation assessments and finally the flexibility to rechedu your cohort within the first 90 days of access is also something that we provide here. So if you are interested uh you can actually uh scan this QR code here. This will take you to the course page if you would like to know more details about it. uh or if you have no clarity about this and would want to understand this better, I will quickly uh start a poll for all of you. You can click on a yes and our advisers will be in touch with you at the earliest. Uh you can talk to them about the course, understand the structure and if you have any queries, they will be able to help you answer help uh with all of the questions that you may have. Uh so I'm going to quickly start the poll here. Yes. Uh I hope the poll is uh visible to all of you. So if you are interested or if you'd like to know more, you can click on a yes. Our advisers will be able to help you with that. Um uh also because this is a webinar and we are kind of uh uh in short of time we will not be able to address all of your questions related uh to the course. But you can scan this QR code like I mentioned visit the course page and get more details about the course what's covered. Uh take a look at our assessments. We are really confident about what we provide here. Uh so we uh we would love to see a lot of you join us for our regular classes as well. uh as you all are giving your responses if if you have any further questions for uh Bippil please post your questions in the Q&A box so you you can ask us in the chat as well and I'll pass those on to yeah there is in the meantime I will answer one of the questions which have come on the webinar chat is by I don't know the name it says that write2123gmail.com it has been asked whether I have completed completed the ITL 5 certification. Yes, I'm an aggradate trainer for ITL foundation version five as well. That's what the question was and I believe that has answered the query by right. Uh all right. Uh so I'm going to quickly end this poll here and I think that uh you guys can share your questions in the meantime as well. Uh and finally it's time for the certificate of participation uh poll. Um a lot of you had asked about it earlier in the chat. So I'm going to launch this poll. Uh for anyone who has asked us about the slide deck uh and the recording, please fill up this uh poll with your full name and we will be sharing all of this to your email line. And in case you're not uh able to see this poll for any reason then you can mail us at [email protected] and we will be sharing the certificate and all the resources with you. All right. So I'm going to keep this uh live for another 30 seconds. Uh in the meantime I think uh bupin uh we are already over time. We've crossed an hour. So I think I'm going to take this time uh to thank you for being such a wonderful speaker. It was a wonderful session. I I'm sure everyone learned a lot from you as well and you've answered a lot of their questions. I wish we had more time to address all of their questions. But we will surely do that in the upcoming uh webinars as well. But before we wrap up, I quickly wanted to ask you is there any uh anything that you would like to share with our audience? um any piece of advice for uh someone who is absolutely new to the field and would like to explore this further? Yes, it is important that you stay with the market, you align yourself with the market, you grow with the market and because to update your knowledge, keep on getting updating your knowledge as for the needs not only of your career needs but also that makes it more uh prevalent in the uh uh market scenario for yourself that these certifications etc and updation of knowledge is absolutely critical and staying with the time will enable you and the certification are just what is adding as a catalyst or a byproduct of your knowledge updation has been certified by uh uh global agencies or global examining bodies like peopleert as a feather in the cap for everybody. So it's highly recommended that you showcase your knowledge through certification as well and in whatever you do please enjoy and always keep on enjoying in whatever you do which will be giving you pleasure and once you are happy that happiness gets converted into what you deliver to your organization as well as uh domestically also enjoy in whatever you do. All the best for you all. Thank you so much for that wonderful advice. I'm sure our audience is going to benefit greatly from that. Um it was a pleasure having you and with that I'm going to also quickly end this poll and I see a few uh you know responses in the chat saying that you're not able to see the poll. So here you can see that the email id that I mentioned earlier. So in case you were not able to fill up the poll, you can mail us at [email protected]. Uh and finally I would also like to thank all of you for being such a wonderful audience for asking some really good questions for engaging with us and sharing your responses with us. Uh I loved hosting you guys and I really hope to see all of you in the upcoming webinars. So once again thank you everyone and thank you Brutin. I'll see you in the upcoming sessions. Yeah. Thank