Ultimate Digital Trust for Governing Service Assurance

Architect Measurable Trust across AI-Driven Digital Services

Key Features
● Get a free one-month digital subscription to www.avaskillshelf.com
● Step-by-step playbooks aligning digital trust with ITIL, COBIT, and ISO frameworks.
● Practical blueprints to measure, audit, and continually strengthen service trust.
● Real-world examples showing how to assure AI-driven digital operations.

Book Description
Ultimate Digital Trust for Governing Service Assurance provides a practitioner-focused, comprehensive governance and assurance architecture for embedding measurable trust into these technology ecosystems.

The book integrates ITIL-aligned service management, ISO standards (27001, 20000-1, 42001), AI governance principles, risk management frameworks, and cyber resilience controls into a unified operating model. It explains how to design traceable workflows, implement control validation mechanisms, establish continuous auditing pipelines, and generate defensible trust metrics across AI-enabled and automated environments.

Readers will learn how to structure governance layers, map regulatory requirements to operational controls, embed accountability into decision systems, and operationalize maturity models that quantify trust performance across services and platforms.

Designed for IT leaders, service managers, governance professionals, AI oversight teams, and risk practitioners, this book enables organizations to align digital operations with compliance obligations, ethical AI standards, and measurable business outcomes.

What you will learn
● Design and operate a measurable digital trust governance framework aligned to enterprise service management
● Embed assurance, risk, and compliance controls into ITIL-aligned ITSM workflows and automation
● Govern AI-enabled decision systems with transparency, traceability, ethics, and accountability mechanisms
● Assess, benchmark, and advance digital trust maturity across services, platforms, and ecosystems
● Align risk management, regulatory compliance, and service assurance with measurable business outcomes
● Produce defensible, audit-ready evidence to support regulators, customers, and executive leadership

Who is This Book For?
This book is tailored for CIOs, IT leaders, service managers, governance and risk professionals, AI governance leads, auditors, and digital transformation executives responsible for service reliability and regulatory accountability. Readers should possess foundational knowledge of IT service management, governance frameworks, and risk or compliance practices within digitally enabled environments.

1. Introduction to Digital Trust in the Modern Enterprise
2. The Evolution of IT Service Management Toward Digital Trust
3. Governance and Accountability in AI-Driven Service Management
4. The Role of Compliance Frameworks
5. Risk and Assurance in the Age of AI
6. Data Privacy, Ethics, and Responsible AI in Service Management
7. Digital Trust Architecture and the Service Value System
8. Auditing and Continuous Assurance in AI-Enabled Environments
9. Cyber Resilience and Digital Trust Readiness Framework
10. Building a Culture of Trust and Compliance
11. Building Trust in Real-World ITSM Transformations
12. Building and Advancing the Digital Trust Maturity Model
13. The Future of Digital Trust
Index

Sankarsan Biswas is a Digital Trust and IT Service Management advisor with more than 25 years of global experience across banking, aviation, telecom, and critical infrastructure. An ITIL Master and PeopleCert Ambassador, he is the author of multiple books on ITSM, AI governance, and service assurance.

About the Technical Reviewer
Michael Imhoff Nielsen is an Expert Director for Imhoff Consult, specializing in ITSM. With 40 years of experience in the IT industry, he has worked as a developer, consultant, assessor, instructor, and mentor. He holds certifications in ITIL, COBIT, SIAM, PRINCE2, and Prosci Change Management, and is an accredited instructor and assessor for ITIL and SIAM. As an ITSM consultant, he has been part of short- term engagements and long-term projects, ranging from a few days to several years, across various organizations. Michael’s passion for sharing knowledge and driving improvement has led him to engage in volunteer work. He served on the board of the IT Service Management Forum Denmark for a decade and contributed to several local and global sub- committees and working groups. He also spent three years on the IT Service

Management Forum International Executive Board, and five years as a SIAM network facilitator at the Danish IT Society. In addition, he has reviewed several publications, including ITIL V3 Service Operation, Service Design, and ITIL4 Drive Stakeholder Value, and was part of the translation team for the ITIL V3 Glossary and the ITIL Foundation Handbook into Danish.

In 2013, Michael was awarded the title of Fellow in Service Management by the PRISM Institute, recognizing his extensive experience and contributions to the field.