Ultimate ITIL® 4 Course

A Practical Guide to AI, Agile, and ESG-Aligned ITSM

Course Curriculum

19 Chapters · 38 Lessons

1
1. Free Preview Free preview
2
1. (Included in full purchase)
  Introduction to The New ITSM Landscape
2. (Included in full purchase)
  Introduction to The New ITSM Landscape
3
1. (Included in full purchase)
  ITIL4 Revisited
2. (Included in full purchase)
  ITIL4 Revisited
4
1. (Included in full purchase)
  Rethinking Value from Processes to Purpose
2. (Included in full purchase)
  Rethinking Value from Processes to Purpose
5
1. (Included in full purchase)
  Foundations of AI in ITSM
2. (Included in full purchase)
  Foundations of AI in ITSM
6
1. (Included in full purchase)
  Use Cases of Artificial Intelligence across ITIL Practices
2. (Included in full purchase)
  Use Cases of Artificial Intelligence across ITIL Practices
7
1. (Included in full purchase)
  AI Governance and Risks in ITSM
2. (Included in full purchase)
  AI Governance and Risks in ITSM
8
1. (Included in full purchase)
  Agile and DevOps Integration Models
2. (Included in full purchase)
  Agile and DevOps Integration Models
9
1. (Included in full purchase)
  Removing Silos and Enabling Flow
2. (Included in full purchase)
  Removing Silos and Enabling Flow
10
1. (Included in full purchase)
  Metrics That Matter in Agile ITSM
2. (Included in full purchase)
  Metrics That Matter in Agile ITSM
11
1. (Included in full purchase)
  Green IT and Sustainable Service Management
2. (Included in full purchase)
  Green IT and Sustainable Service Management
12
1. (Included in full purchase)
  Ethical Service Design and Social Impact
2. (Included in full purchase)
  Ethical Service Design and Social Impact
13
1. (Included in full purchase)
  ITIL4 as a Framework for ESG Alignment
2. (Included in full purchase)
  ITIL4 as a Framework for ESG Alignment
14
1. (Included in full purchase)
  Transformation Playbooks and Implementation Strategies
2. (Included in full purchase)
  Transformation Playbooks and Implementation Strategies
15
1. (Included in full purchase)
  Maturity Models and Scaling Success
2. (Included in full purchase)
  Maturity Models and Scaling Success
16
1. (Included in full purchase)
  Case Studies and Lessons from the Field
2. (Included in full purchase)
  Case Studies and Lessons from the Field
17
1. (Included in full purchase)
  Generative AI in ITSM
2. (Included in full purchase)
  Generative AI in ITSM
18
1. (Included in full purchase)
  The Rise of Autonomous ITSM
2. (Included in full purchase)
  The Rise of Autonomous ITSM
19
1. (Included in full purchase)
  The Future of Service Management
2. (Included in full purchase)
  Index
3. (Included in full purchase)
  The Future of Service Management

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.