Certification
The HDI Artificial Intelligence in the Support Organization certification equips professionals with the knowledge to leverage AI technologies within support environments. This course covers the integration of AI tools, automation, and machine learning to enhance service delivery, streamline operations, and improve the support experiences.
Upon completion, participants will understand how AI can optimize support processes, drive efficiency, and create value. Participants will be ready to complete the exam and earn the prestigious AI in the Support Organization Professional credential.
Training
Master AI strategy to revolutionize service delivery and future-proof your support organization.
This comprehensive 2-day AI certification program equips strategic decision-makers, aspiring leaders, IT specialists, and transformation team members with the expertise to champion AI initiatives within support organizations. The program focuses on collaborative learning and hands-on application of our exclusive online resource toolkit. This toolkit features AI Readiness Checklists, Use Case frameworks, and Maturity Scoring templates to ensure successful implementation.
Through dynamic peer discussions and immediate practical exercises, you’ll master essential AI competencies. These include strategic vision development, implementation planning, change management approaches, and performance measurement frameworks — all designed to seamlessly transition from classroom to workplace.
Whether enhancing an existing AI strategy or building one from scratch, you’ll leave with transformed understanding, industry best practices, and a structured roadmap that boosts your career prospects while delivering measurable results that revolutionize service delivery and operational excellence.
What You Will Learn
- AI Strategy & Vision — Develop a comprehensive AI roadmap aligned with your ITSM vision using the 5-step strategic planning process.
- Business Case Development — Identify use cases, assess financial benefits, and build compelling ROI-focused business cases for AI implementation.
- Implementation Planning — Define technology requirements, data infrastructure needs, and talent strategies for successful AI deployment.
- Change Management & Governance — Establish effective practices and communication strategies ensuring successful AI adoption organization-wide.
- Performance Measurement & Evolution — Select appropriate KPIs and maintain continuous improvement through business changes and impacts.
Who Should Attend?
- Directors, managers, IT and operational strategists, transformation project teams or members.
Upcoming Classes
| Start Date | End Date | Location |
|---|---|---|
| Nov 3, 2026 | Nov 4, 2026 | Virtual |
Course Curriculum
Module 1: AI in Modern Support Organizations
- History and Future State AI Projections to 2030
- Crafting an AI Vision and Strategy
- 5 Steps to AI Implementation Success
Module 2: Designing Your Ecosystem
- Data Science and Principles
- Identifying Pain Points and Journey Mapping
- Assessing Costs vs. Benefits and Building a Roadmap
Module 3: Developing a Minimum Viable Product to Scale
- Best in Class Examples of Successful MVPs
- Building the Right Project Team(s) for AI Efforts
- Change Management and New KPIs to Consider
Module 4: Optimizing & Refining AI Models & Practices
- Monitoring AI Results Through Business Change and Innovation
- Understand the Marathon Mentality, a Journey Not a Destination
- Evaluating Impacts, Success, and AI Ethics
Certification Exam Details
The AISO certification exam is included with training purchased. It may also be purchased separately. All learners are provided a 12-week window in which to take the exam.
The certification exam is based on the Certification Standard and is delivered online through the HDI Community Learning Portal.
Each AISO exam consists of 35 multiple choice questions and must be completed in 45 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.
Exam Format
- Type: Multiple choice
- Number of Questions: 35
- Time Limit: 45 minutes
- Passing Score: 80% (unless otherwise published)
Exam Extensions
A 28-day extension is available for an online exam.
Exam Retakes
Exam retakes can be purchased for a fee.