Ultimate ITIL® 4 for Intelligent and Sustainable Service Management

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.