Online Event – AI in Knowledge Management: Turning knowledge into intelligence support – Lunch & Learn
AI is already beginning to reshape how IT service teams operate; from automation and diagnostics to knowledge management, incident resolution, and customer experience. The real question for service organisations isn’t whether AI is coming, but whether we’re ready for it.
Knowledge Management plays a critical role in enabling faster resolution, better self-service and consistent service delivery. As organisations adopt AI capabilities such as virtual agents, intelligent search and automated assistance, the quality and structure of knowledge becomes even more important.
In this session, Dave Gordon and Chevonne Hobbs will explore how AI can enhance Knowledge Management by improving how knowledge is created, discovered and used across IT support teams and self-service channels. We’ll discuss how AI can help identify knowledge gaps, surface relevant solutions more quickly and support both agents and users with contextual guidance.
As part of the session, we will explore practical use cases, looking at how organisations are beginning to combine AI with structured knowledge to improve service experiences and enable more effective support.
We will also consider the foundations required for success, including well-structured knowledge articles, clear ownership and governance, and processes that ensure knowledge remains accurate, trusted and reusable.
Delivery Platform
This event will be delivered using Microsoft Teams.
PeopleCert ITIL CPD Points
itSMF UK members will automatically earn 1 ‘Community’ ITIL CPD point for attending this event – more details available here.
How much does it cost?
This event is FREE for all itSMF UK members.
If you are not yet an itSMF UK member, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here.
Please register using the link below and access details will be sent to you 48 hours before the webinar start date.
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