ITIL v5 AI Governance

Training Content

DAY 1
9.00am – 11.00am

1. The AI World and the Need for AI Governance

• What AI offers, and where it puts organizations and professionals at risk
• AI’s progression from tool to assistant, co-worker, and AI-enabled workforce, and the governance question at each stage
• Why growing AI adoption raises the stakes for governance
• Characteristics of good AI governance: fit-for-purpose, adaptive, integrated, holistic, ethical, sustainable

11.00am – 11.15am – Short Break

11.15am – 12.30pm

2. What Is Governance?

• Governance, AI governance, management, and leadership, defined and distinguished
• Corporate, IT, and AI governance versus regulation
• How governance and management interact to create value
• Benefits of good governance versus risks of poor governance

12.30pm – 1.30pm – Lunch

1.30pm – 3.30m

3. What Is AI and What Can Be Governed?

• The ITIL AI Capability Model (6C model)
• AI risks, challenges, and strategic impact
• The four AI governance perspectives: autonomy and decision-making, ethical and responsible AI, data quality and security, regulatory compliance
• Why the four perspectives are interdependent

4. When AI Governance Fails: Capabilities, Risks, and Controls

• GenAI, Agentic AI, and Narrow AI: when to use each
• Key AI characteristics: learning, autonomy, opacity
• AI risks: bias, privacy, hallucination

3.30pm – 3.45pm – Short Break

3.45pm – 5.00pm

5. ITIL as a Governance Toolkit

• ITIL fundamentals applied to AI governance
• How AI supports ITIL product and service lifecycle management
• How AI enables automation across value chain activities

DAY 2

9.00am – 11.00am

6. ITIL AI Governance Improvement Model: Assess, Stress-Test, Define, Design

• The AI governance lifecycle and ethical principles for trustworthy AI
• Why IT governance alone is insufficient for AI initiatives
• How Shadow AI creates governance risk: visibility gaps, data leakage, compliance exposure
• The ITIL AI Governance Improvement Model: purpose and steps
• Using the 6C model to assess suitability, risk, and controls
• Assessing governance readiness and designing requirement adjustments
• Evaluating trade-offs between ethics, business objectives, delivery, and trust

11.00am – 11.15am – Short Break

11.15am – 12.30pm

7. ITIL AI Governance Improvement Model: Implement and Maintain

• Implementing AI governance adjustments
• Maintaining, assuring, and improving AI governance
• Governance stewardship and continual improvement
• Compliance, regulation, and external alignment
• Applying the full model end-to-end, from assessment to monitoring

12.30pm – 1.30pm – Lunch

1.30pm – 3.30pm

7. ITIL AI Governance Improvement Model: Implement and Maintain (continued)

8. AI in Your World: Unlocking AI in Your Role, Industry, and Function

• AI value across industries and organizational functions
• Establishing scenario context and a governance baseline

3.30pm – 3.45pm – Short Break

3.45pm – 5.00pm

9. Connecting AI Governance With Frameworks, Regulations, and Standards

• Integrating the ITIL AI Governance Improvement Model with other frameworks
• Applying a holistic governance lens across structure, culture, skills, technology, data, suppliers, and stakeholder trust each other in managing the product and service lifecycle