Ultimate ITIL(R) 4 for Intelligent and Sustainable Service Management - Paperback

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