Additional information
by Sankarsan Biswas (Author)
Reimagining ITIL4 with AI, DevOps, and Green Thinking.
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(R) is the globally adopted framework for designing, delivering, and improving value-driven IT services. Ultimate ITIL(R) 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(R) 4 principles with machine learning, NLP, automation, AIOps, Agile, DevOps, and sustainability.
Progressing from ITIL(R) 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.
What you will learn
● Evolve ITIL4 from process compliance to intelligent service ecosystems with AI.
● Architect scalable, governed, ethical, and sustainable ITSM operating models.
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
