Ultimate ITIL® 4 for Intelligent and Sustainable Service Management

Reimagining ITIL4 with AI, DevOps, and Green Thinking.

Key Features
● End-to-end ITIL4 evolution from foundations to autonomous ITSM.
● Practical integration of AI, Agile, DevOps, and ESG principles.
● Execution-focused playbooks, maturity models, and real-world case studies.

Book Description
ITIL®is the globally adopted framework for designing, delivering, and improving value-driven IT services.Ultimate ITIL® 4 for Intelligent and Sustainable Service Managementbuilds on that foundation to demystify the rapidly evolving world of AI-powered IT Service Management, connecting ITIL® 4 principles with machine learning, NLP, automation, AIOps, Agile, DevOps, and sustainability.

Progressing from ITIL® 4 fundamentals to advanced AI-enabled practices, the book explores how incident management, change enablement, problem management, service requests, knowledge management, and governance evolve in an intelligent, data-driven operating model.

What you will learn
● Evolve ITIL4 from process compliance to intelligent service ecosystems with AI
. ● Architect scalable, governed, ethical, and sustainable ITSM operating models.
● Embed Agile, DevOps, and flow principles into ITIL4 practices.
● Operationalize AI, AIOps, and GenAI across service management workflows
. ● Scale ITSM maturity from reactive control to autonomous operations.
● Demonstrate measurable business risk and ESG value through ITSM.

1. Introduction to The New ITSM Landscape
2. ITIL4 Revisited
3. Rethinking Value from Processes to Purpose
4. Foundations of AI in ITSM
5. Use Cases of Artificial Intelligence across ITIL Practices
6. AI Governance and Risks in ITSM
7. Agile and DevOps Integration Models
8. Removing Silos and Enabling Flow
9. Metrics That Matter in Agile ITSM
10. Green IT and Sustainable Service Management
11. Ethical Service Design and Social Impact
12. ITIL4 as a Framework for ESG Alignment
13. Transformation Playbooks and Implementation Strategies
14. Maturity Models and Scaling Success
15. Case Studies and Lessons from the Field
16. Generative AI in ITSM
17. The Rise of Autonomous ITSM
18. The Future of Service Management
Index

Sankarsan Biswasis a digital trust advisor, ITIL expert, and author with decades of global experience in ITSM, AI-enabled service delivery, and governance frameworks. A PeopleCert Ambassador, he helps organizations modernize operations through resilient, ethical, and scalable service management.

About the Technical Reviewer
Michael Imhoff Nielsen is an Expert Director for Imhoff Consult with a primary focus on 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 projects ranging from a few days to several years across organizations. Michael’s passion for sharing knowledge and driving improvement has led him to volunteer. He served on the board of the IT Service Management Forum Denmark for a decade, contributed to several sub-committees and working groups locally and globally, served for three years on the IT Service Management Forum International Executive Board, and spent five years as a SIAM network facilitator at the Danish IT Society. In addition, he has been a reviewer of several publications, including ITIL V3 Service Operation, Service Design, and ITIL4 Drive Stakeholder Value. Michael was also a part of the translation team of 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 in recognition of his background, experience, and contributions to the field.