Course Curriculum

19 Chapters · 20 Lessons

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    Chapter 1: Introduction to The New ITSM Landscape

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      Introduction to The New ITSM Landscape

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    Chapter 2: ITIL4 Revisited

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      ITIL4 Revisited

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    Chapter 3: Rethinking Value from Processes to Purpose

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      Rethinking Value from Processes to Purpose

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    Chapter 4: Foundations of AI in ITSM

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      Foundations of AI in ITSM

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    Chapter 5: Use Cases of Artificial Intelligence across ITIL Practices

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      Use Cases of Artificial Intelligence across ITIL Practices

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    Chapter 6: AI Governance and Risks in ITSM

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      AI Governance and Risks in ITSM

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    Chapter 7: Agile and DevOps Integration Models

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      Agile and DevOps Integration Models

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    Chapter 8: Removing Silos and Enabling Flow

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      Removing Silos and Enabling Flow

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    Chapter 9: Metrics That Matter in Agile ITSM

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      Metrics That Matter in Agile ITSM

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    Chapter 10: Green IT and Sustainable Service Management

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      Green IT and Sustainable Service Management

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    Chapter 11: Ethical Service Design and Social Impact

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      Ethical Service Design and Social Impact

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    Chapter 12: ITIL4 as a Framework for ESG Alignment

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      ITIL4 as a Framework for ESG Alignment

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    Chapter 13: Transformation Playbooks and Implementation Strategies

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      Transformation Playbooks and Implementation Strategies

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    Chapter 14: Maturity Models and Scaling Success

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      Maturity Models and Scaling Success

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    Chapter 15: Case Studies and Lessons from the Field

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      Case Studies and Lessons from the Field

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    Chapter 16: Generative AI in ITSM

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      Generative AI in ITSM

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    Chapter 17: The Rise of Autonomous ITSM

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      The Rise of Autonomous ITSM

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    Chapter 18: The Future of Service Management

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      The Future of Service Management

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      Index

About the Course

ITIL® is the globally adopted framework for designing, delivering, and improving value-driven IT services. Ultimate ITIL® 4 for Intelligent and Sustainable Service Management builds 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. Through structured chapters, maturity models, and real-world scenarios, it addresses both the opportunities and risks of AI adoption—covering governance, ethics, resilience, and ESG alignment—while guiding teams from reactive operations to predictive and autonomous service delivery. Written for ITSM practitioners, service desk and operations leaders, consultants, and transformation professionals, this book equips readers with practical frameworks, execution playbooks, and strategic insights to modernize service operations, improve customer experience, and demonstrate measurable business value.

About the Author

Sankarsan Biswas is 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.