Book Details

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® 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.
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

Author Description

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.

Read this book in our EasyReadz App for Mobile or Tablet devices

To read this book on Windows or Mac based desktops or laptops: