Description

Certification Name: Certified Generative AI for Service Desk Professional

Global Occupational Skill Standard – GOSS ID: GOSS/CIT/CGAISDP/V1

Duration: One Month.

Eligibility: Graduation or Equivalent is required.

Objective: This course aims to empower service desk professionals with the knowledge and skills to effectively leverage generative AI technologies to enhance IT service management and customer support operations. Participants will learn how generative AI can automate and optimize common service desk tasks such as ticket classification, incident resolution, knowledge base generation, and chatbot interactions.

Certification: Within 5 days after Completion of Online Assessment.

Get ready to join the Journey to become a GSDCI Certified Professional  – International Certification and Assessment Body.

Steps to become a GSDCI Certified Professional:

Step 1: Select your certification you want to pursue.

Step 2: Click on get certified tab, new pop up window will open.

Step 3: Click on pay certification fee, you will be redirected to billing details page.

Step 4: Fill your details and click on pay certification fee, You will be redirected to payment gateway, pay fee by any available options like Card(Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.

Step 5: You will get Login Credentials of Online E-Books and Online assessment link on your email id, within 48 hrs of payment.

Step 6: After completion of online assessment, you can download your Certificate Immediately.

Assessment Modules:

Module 1: Introduction to Generative AI in Service Desk: Overview of generative AI and its role in service desks, Benefits of AI-powered service desks, Key generative AI technologies and models, Understanding service desk operations and challenges, AI adoption trends in IT service management, Ethical considerations and data privacy in AI usage.

Module 2: Generative AI Models and Tools for Service Desk: Types of generative AI models (GPT, Transformers, Chatbots), AI platforms and tools for service desk automation, Natural Language Processing (NLP) fundamentals, Intent recognition and entity extraction, Conversational AI frameworks, Integration with existing ITSM tools.

Module 3: Designing AI-Powered Service Desk Solutions: Creating effective AI-driven service desk workflows, Building intelligent chatbots and virtual assistants, Automating ticket categorization and routing, Knowledge base generation and maintenance, Personalization of user interactions, Handling escalations and fallback mechanisms.

Module 4: Data Preparation and Training for Service Desk AI: Data collection from service desk interactions, Data cleaning and preprocessing, Training AI models on service desk data, Managing continuous learning and updates, Handling domain-specific language and jargon, Monitoring model accuracy and performance.

Module 5: Deployment and Management of Generative AI Systems: Implementing AI solutions within service desk environments, Integration with multi-channel support platforms, Ensuring security and compliance, Monitoring system health and user feedback, Incident handling and troubleshooting AI systems, Scaling AI capabilities as per demand.

Module 6: Measuring Impact and Future Trends: Key performance indicators (KPIs) for AI in service desks, Analyzing customer satisfaction and efficiency gains, Cost-benefit analysis of AI implementation, Case studies and success stories, Emerging trends in AI-driven service management, Preparing for future advancements and continuous improvement.

GSDCI Online Assessment Detail:

• Duration- 60 minutes.
• Number of Questions- 30.
• Number of Questions from each module: 5.
• Language: English.
• Exam Type: Multiple Choice Questions.
• Maximum Marks- 100, Passing Marks- 50%.
• There is no negative marking in any module.

Benefits of Certification:

🌍 1. Global Recognition & Credibility – Stand out worldwide with a certification that opens doors across borders. Trusted by employers, respected by institutions, and recognized in over 100 countries.

📜 2. Quality Assurance through ISO Certification – Certified to global ISO standards, our programs deliver excellence, consistency, and a benchmarked learning experience that speaks for itself.

💼 3. Career Advancement & Employability – Enhances your resume and increases chances of promotions or job offers.

🤝 4. Non-Profit Trust Factor – Certifications from non-profit organizations are mission-driven rather than profit-driven.

📚 5. Access to Verified Learning & Resources – Often includes e-books, mock tests, and online support without hidden costs.

🔍 6. Transparency & Online Verification – Certifications come with a unique Enrolment ID for easy online verification by employers and institutions.

⏳ 7. Lifetime or Long-Term Validity – Certifications usually have lifetime validity or long-term recognition, reducing the need for frequent renewals.