Book Description
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!

Table of Contents
1. Introduction to AI in the Modern IT Landscape
2. Understanding the Core of IT Service Management
3. Indispensibility of AI in Modern ITSM
4. Understanding AI for Service Teams
5. AI-Powered Tools Already in Use
6. AIOps and Intelligent Operations
7. Revolutionizing Incident and Problem Management with AI
8. AI-Enhanced Change Enablement, Request, and Knowledge Management
9. AI and the ITIL4 Service Value System
10. Preparing ITSM Environments for AI Adoption
11. Governance, Risk, and Ethics in AI-powered ITSM
12. Building a Smarter ITSM Roadmap
13. The Evolving Role of The ITSM Professional
14. What is Next? GenAI, ChatGPT, and Beyond
Index