Organizations AI-Native
Shaping Tomorrow with
AI and ITIL

Explore how ITIL makes AI work for organizations everywhere

AI is reshaping how organizations innovate, collaborate and deliver value. To make the most of this opportunity, they need more than technology: they need a framework that enables clarity, accountability and sustainable growth.

ITIL provides proven best practice guidance that can help organizations adopt AI responsibility and turn its promise into lasting impact.
The Gap in AI Governance
Most organizations rely on AI, but few have policies to manage it effectively. A snapshot in 2 figures:
While 90% of organizations utilize AI in daily operations, only 18% have a fully implemented AI governance framework.
82% of organizations already use AI agents, but only 44% have policies in place to secure them*.
Why AI Needs Structure and Governance
Opportunities come with complexity
AI offers powerful opportunities to improve efficiency, uncover insights and spark innovation. Yet success depends on more than technology. It requires careful attention to decision authority and risk management, ethical principles and responsible AI, data governance and performance management, and regulatory compliance and performance standards.
Turning complexity into clarity with ITIL
To grow AI responsibly and sustainably, organizations need governance, accountability, cross-functional collaboration and a clear focus on value. These are familiar challenges, and ITIL provides the proven framework and clarity to address them.

ITIL provides the models, language and concepts that allow organizations to ‘speak AI’ not in technical terms but in governance, service thinking and the co-creation of value.

Even though ITIL was not designed specifically for AI, its principles are aligned with the needs that AI brings to modern organizations.

Managing AI with ITIL
ITIL is not a technical AI framework. It is a service management framework that enables structure, collaboration, governance, and continual improvement. These elements are essential for the responsible integration of AI.
Its value extends to every type of organization. Whether public or private, large or small, ITIL provides a common language and a shared approach that help organizations integrate AI across their products and services.
How ITIL Concepts Support AI Integration
Service Value System (SVS):
The ITIL SVS describes how all the components and activities of an organization work together as a system to enable value creation. It can help ensure that AI initiatives are integrated into organizational activities to support and enhance value co-creation with stakeholders.
The ITIL Guiding Principles and Their Application in AI Context
Focus on value
Use AI where it supports meaningful stakeholder outcomes.
01
Start where you are
Leverage existing data, models, and capabilities before investing in new solutions.
02
Progress iteratively with feedback
Develop and improve AI solutions through small, controlled cycles informed by user and system feedback.
03
Collaborate and promote visibility
Ensure stakeholders are involved in AI decision-making and outcomes are transparent.
04
Think and work holistically
Understand and manage the wider impact of AI on people, processes, services, and policies.
05
Keep it simple and practical
Avoid unnecessary complexity in AI design, governance, and deployment.
06
Optimize and automate
Introduce AI where automation improves outcomes and efficiency in a sustainable way.
07
At a glance

As organizations adopt and use AI in their products and services, they need professionals who can manage it within a structured, service-oriented framework. The ITIL 4 certification scheme supports this need, equipping teams with the knowledge and skills to integrate AI responsibly and effectively.

ITIL 4 Foundation

Builds foundational awareness of the key principles, models, and concepts that underpin ITIL 4, preparing professionals to understand how AI can be responsibly incorporated into services and workflows.

ITIL 4 Strategist: Direct, Plan and Improve

Helps teams align AI initiatives with organizational governance, strategy, and continuous improvement practices, ensuring that AI-driven changes support measurable business value.

ITIL 4 Specialist: Create, Deliver and Support

Provides comprehensive guidance on the operational integration, delivery, and ongoing support of AI capabilities within services, helping teams maintain quality, reliability, and performance.

ITIL 4 Specialist: Drive Stakeholder Value

Offers practical tools, frameworks, and techniques to manage stakeholder expectations, measure AI-driven outcomes, and address ethical considerations, ensuring AI adoption is both responsible and effective.

ITIL 4 Leader: Digital and IT Strategy

Enables professionals to strategically align AI initiatives with broader digital and business strategies, helping organizations maximize the impact of AI in complex, evolving digital environments.

Managing AI as Part of the Service Ecosystem
AI is changing how products and services are designed, delivered and improved. Its success, however, depends on more than data and algorithms. To achieve lasting impact, organizations need:

- A shared language across functions
- Clear governance and effective decision-making
- Holistic thinking and a value-oriented mindset
- Collaboration, adaptability and strong feedback loops.

ITIL makes this possible.
It empowers organizations to integrate AI responsibly and sustainably, supporting the co-creation of value at scale.



Turn AI into Lasting Value with ITIL

Connect with us to discover how ITIL helps organizations turn AI from promise into measurable impact, supported by clarity, governance and shared purpose.