Ultimate ITIL® 4 ITSM for AI-Powered Service Management

Reimagine ITSM with AI for Predictive, Proactive, and Impactful Outcomes.

Key Features

● Bridges AI fundamentals with ITIL® 4 practices for real-world applications.
● Explains AIOps, intelligent automation, and predictive analytics in ITSM.
● Provides governance, risk, and ethics framework for AI adoption in ITSM.
● Offers a forward-looking view on GenAI, ChatGPT, and next-gen ITSM trends.

Book Description

Artificial Intelligence (AI) is rapidly reshaping the way IT Service Management (ITSM) delivers value, moving organizations from reactive processes to predictive, intelligent operations. Ultimate ITIL® 4 ITSM for AI-Powered Service Management takes you on a practical and progressive journey. It begins with the foundations of AI and ITSM, then simplifies complex concepts like machine learning, natural language processing, and generative AI so that they become directly usable in your role. Step by step, it demonstrates how these technologies can be applied within ITIL® 4 practices—from incident and problem management to change enablement and the Service Value System—through real-world examples, case studies, and actionable insights.

By the end of this journey, you will be able to apply AI to optimize service delivery, predict and prevent disruptions, improve decision-making, and design intelligent service experiences. More importantly, you will gain the confidence and foresight to lead your organization into the future of ITSM—smarter, faster, and ready for the AI-driven enterprise!

What you will learn

● Harness AI to reinvent ITIL® 4 practices, and elevate service value.
● Transform repetitive ITSM tasks into intelligent, self-optimizing workflows.
● Anticipate incidents with predictive analytics, and prevent service disruptions.
● Architect AI-driven service desks that deliver seamless, human-like support.
● Govern AI adoption with frameworks for ethics, trust, and compliance.
● Craft a strategic roadmap to scale AI-powered ITSM enterprise-wide.

Who is this book for?

This book is exclusively tailored for CIOs, CTOs, IT directors, service managers, consultants, and ITIL4-certified professionals who want to harness AI for smarter service management. It is also intended for enterprise architects, governance specialists, and aspiring IT leaders seeking practical strategies to thrive in the AI-driven future of ITSM.

1. Introduction to AI in the Modern IT Landscape
2. Understanding the Core of IT Service Management
3. Indispensibility of AI in Modern ITSM
4. Understanding AI for Service Teams
5. AI-Powered Tools Already in Use
6. AIOps and Intelligent Operations
7. Revolutionizing Incident and Problem Management with AI
8. AI-Enhanced Change Enablement, Request, and Knowledge Management
9. AI and the ITIL4 Service Value System
10. Preparing ITSM Environments for AI Adoption
11. Governance, Risk, and Ethics in AI-powered ITSM
12. Building a Smarter ITSM Roadmap
13. The Evolving Role of The ITSM Professional
14. What is Next? GenAI, ChatGPT, and Beyond
Index

Sankarsan Biswas is a distinguished IT Service Management (ITSM) professional, thought leader, and author with over three decades of experience in global IT industry. A PeopleCert Ambassador and accredited ITIL trainer, he holds the elite credentials of ITIL Master, ITIL 4 Managing Professional, ITIL 4 Strategic Leader, and ITIL V3 Expert. His career is dedicated to helping enterprises achieve service excellence, resilience, and governance maturity through ITIL, COBIT, and ISO Frameworks.

As an author, Sankarsan has written Ultimate Guide to ITIL4 Foundation Certification Guide and Ultimate ITIL 4 for Scaling ITSM in Enterprises. The first serves as a practical handbook for ITIL learners, while the second offers deep insights, case studies, automation strategies, and enterprise-scale adoption techniques—reflecting his commitment to advancing ITSM practices with actionable, real-world guidance.

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.