Governance of AI in IT and IT Service Management
As Artificial Intelligence rapidly moves from experimentation to everyday use in IT and service management, organizations face a familiar dilemma: how to harness innovation without losing control. Generative AI, in particular, promises unprecedented gains in speed, insight and automation—but it also introduces new risks around accuracy, ethics, accountability and trust. The question is no longer whether AI will be used, but how responsibly and effectively it will be governed.
This article, “Governance of AI in IT and IT Service Management,” explores the realities of AI adoption from the front line, drawing on practitioner perspectives and lessons learned from previous waves of digital disruption, most notably cloud computing. It examines why unmanaged AI can amplify risk rather than value, and why governance must evolve alongside adoption—not trail behind it. Framed through ITIL principles and service management thinking, the article outlines how organisations can move from AI enthusiasm to disciplined, ethical and strategically aligned use, ensuring AI strengthens decision-making rather than undermines it.