Jiří Skála, Principal Consultant at GuideVision, is a distinguished professional known for his deep expertise in IT Service Management, digital transformation, and the ServiceNow platform. Beyond his consulting work, Jiří is an accomplished lecturer and educator, delivering engaging professional courses and conference presentations that stand out for their practical insights and clear, structured delivery. His teaching approach emphasizes real-world applications, bridging theory with hands-on experience, making his sessions highly valued by both seasoned professionals and newcomers. What sets Jiří apart is his ability to distill complex topics into actionable knowledge, ensuring audiences leave with tangible skills and strategies. His conference papers and courses are celebrated for their focus on practical solutions, often featuring innovative use cases and lessons drawn from his extensive experience in enterprise IT. Jiří’s areas of expertise include process optimization, ITIL frameworks, and leveraging technology to drive business value. (written by ChatGPT 4o)
In this presentation, I would like to follow up on my paper from last year, in which I presented several practical use cases for utilizing ChatGPT in the daily lives of ITSM consultants. A lot has happened since then, and progress in the AI area is going faster and faster. There are rumors that OpenAI will soon launch a new ChatGPT model (code name Orion) that may already have AGI characteristics. However, the latest ChatGPT model, 4o, is already more capable than a university professor.
The fundamental question for all professions that work with information remains the same as last year: How can we recognize that the instructions and solutions generated by AI tools based on Large Language Models (LLM) like ChatGPT are unusable or perhaps downright harmful? While LLM-based tools offer immense potential, they are not infallible—issues such as “AI hallucinations” (generating plausible yet incorrect information) persist. A new set of human skills must be cultivated for professionals to leverage these tools successfully. This paper will examine the evolving role of LLM-based AI tools, outline essential competencies for working alongside them, and offer practical strategies for identifying and mitigating the impact of AI hallucinations.
(written with the support of ChatGPT 4o and Grammarly)