Course Curriculum

17 Chapters · 17 Lessons

  1. 1

    Book Preview

    1. (Included in full purchase)

      Book Preview

  2. 2

    Introduction

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      Introduction

  3. 3

    Chapter 1 : Introduction to AI in the Modern IT Landscape

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      Introduction to AI in the Modern IT Landscape

  4. 4

    Chapter 2 : Understanding the Core of IT Service Management

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      Understanding the Core of IT Service Management

  5. 5

    Chapter 3 : Indispensibility of AI in Modern ITSM

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      Indispensibility of AI in Modern ITSM

  6. 6

    Chapter 4 : Understanding AI for Service Teams

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      Understanding AI for Service Teams

  7. 7

    Chapter 5 : AI-Powered Tools Already in Use

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      AI-Powered Tools Already in Use

  8. 8

    Chapter 6 : AIOps and Intelligent Operations

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      AIOps and Intelligent Operations

  9. 9

    Chapter 7 : Revolutionizing Incident and Problem Management with AI

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      Revolutionizing Incident and Problem Management with AI

  10. 10

    Chapter 8 : AI-Enhanced Change Enablement, Request, and Knowledge Management

    1. (Included in full purchase)

      AI-Enhanced Change Enablement, Request, and Knowledge Management

  11. 11

    Chapter 9 : AI and the ITIL4 Service Value System

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      AI and the ITIL4 Service Value System

  12. 12

    Chapter 10 : Preparing ITSM Environments for AI Adoption

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      Preparing ITSM Environments for AI Adoption

  13. 13

    Chapter 11 : Governance, Risk, and Ethics in AI-powered ITSM

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      Governance, Risk, and Ethics in AI-powered ITSM

  14. 14

    Chapter 12 : Building a Smarter ITSM Roadmap

    1. (Included in full purchase)

      Building a Smarter ITSM Roadmap

  15. 15

    Chapter 13 : The Evolving Role of The ITSM Professional

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      The Evolving Role of The ITSM Professional

  16. 16

    Chapter 14 : What is Next? GenAI, ChatGPT, and Beyond

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      What is Next? GenAI, ChatGPT, and Beyond

  17. 17

    Index

    1. (Included in full purchase)

      Index

About the Coures

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!

About the Author

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.