Ultimate ITIL® 4 for Intelligent and Sustainable Service Management

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.

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.

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.

Table of Contents
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