** Delivered virtually in U.S. friendly time zones. Class includes exam voucher.

The ITIL^® (Version 5) AI Governance certification class is an extension module in the ITIL (Version 5) qualification scheme. This course provides candidates with practical guidance for governing AI responsibly, effectively, and at scale.

ITIL (Version 5) AI Governance

ITIL AI Governance explores how to establish and adapt AI governance using the ITIL AI Governance Improvement Model, how to apply governance decisions in practical scenarios, and how ITIL AI Governance works alongside relevant external standards to support responsible adoption, sustained value, and stakeholder trust.

Artificial intelligence (AI) has become an integral part of modern business and society, influencing how organizations operate, compete, and create value. AI-enabled capabilities are transforming business processes, enhancing decision-making, and enabling organizations to respond more effectively to changing customer and market demands. As digital transformation accelerates, AI is increasingly becoming a strategic capability rather than simply a technology investment.

While AI capabilities offer significant benefits, they also introduce new challenges related to accountability, transparency, risk, security, ethics, compliance, and governance. As AI becomes embedded within digital products and services, organizations require a structured governance approach that ensures AI-enabled capabilities create value responsibly, align with organizational objectives, and operate within acceptable levels of risk.

This certification course helps candidates understand how to establish clear oversight and accountability for AI across functions; balance innovation, ethics, and compliance without compromising speed or agility; remain human-centric so people stay in meaningful control of AI outcomes; and scale AI responsibly to turn ambition into measurable, sustainable value. It also supports the use of a common language across teams to align governance, build trust, and accelerate responsible AI adoption across every AI-responsible role in the organization.

“ITIL (Version 5) AI Governance supports a holistic understanding of AI governance, combining proven principles with practical, role-aligned guidance to help organizations use, manage, and govern AI with clarity, accountability, and trust.” — Course Overview

Audience: ITIL AI Governance training is designed for individuals involved in applying governance to the use of AI. This includes enterprise executives and product management and service management professionals involved in defining how AI should be used, controlled, monitored, and improved so that it supports value creation without causing unacceptable harm or exposure. This course will also benefit professionals impacted by AI-driven transformation who need governance awareness. Related roles include IT Leaders and Managers, Digital Transformation Managers, Risk, Compliance, and Data Protection Officers, Digital Product Managers, Service Managers, Practice Owners, Solution Designers, and Business and IT Consultants.

Course Objectives:The learning objectives of ITIL AI Governance include an understanding of:

Key concepts of ITIL (Version 5)
Key concepts of governance, AI, and AI Governance
AI risks and challenges
The ITIL AI Capability Model
The ITIL AI Governance Model
The ITIL AI Governance Improvement Model
Practical application of AI governance

ITSM Academy's ITIL AI Governance class includes experiential assignments, GAME ON! An Interactive Learning Experience^® and access to ITSM Academy’s Learner Portal.

Memory exercises, study aids, and games are also included to reinforce key vocabulary and concepts and familiarize learners with the exam question style. They include fill-in-the-blank, matching, and exam prep questions. Some are completed as interactive in-class exercises, and some are utilized as homework.

Enhanced in-house by the ITSM Academy content team, our course covers all the material specified in the ITIL (Version 5) AI Governance syllabus and prepares attendees to successfully achieve their ITIL AI Governance certification. See the full class outline below.

Course / Student Materials:

Access to ITSM Academy's Learner Portal - my.itsmacademy.com - extends the classroom experience with online content and tools

Digital learner manual (excellent post-class reference)
ITIL (Version 5) AI Governance Reference Card
ITIL AI Governance Reference Guide
Research Paper - WhatIs? ITIL (Version 5)
Learner Personal Action Plan
Memory exercises, study aids, and sample exams
Instructor-led education and exercise facilitation

GAME ON! An Interactive Learning Experience^®
Participation in unique in-class assignments
In-class exam preparation
Exam voucher, which includes access to the official digital eBook (upon redeeming voucher)
PeopleCert Plus Annual Membership (optional)

Prerequisites:

Complete pre-class reading assignment
Familiarity with some aspect of governance and AI is recommended but not required.

Certification: Learners earn their ITIL (Version 5) AI Governance certificate by achieving a passing score (70%) on a 90-minute, 40-question open-book examination. Read more about the open book exam experience.

Professional Education Hours: Individuals attending this class will earn 24 professional education hours (e.g., CPDs, PDUs, CPEs, CEUs) upon completion of this course. These professional education hours can be submitted to associations such as the Project Management Institute and ISACA, if applicable. Successful candidates with a PeopleCert Plus Annual Membership can log continuous professional development (CPD) points against their certificate in PeopleCert's Continuing Professional Development (CPD) program to satisfy the program’s renewal requirements.

Let's Go Green: Materials for this course are provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can use the files under the ITSM Academy Terms of Use as indicated on the material.

Instructors: As with all ITSM Academy training, our instructors are all IT product and service management experts, and ITIL Managing Professionals with years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real-world stories and scenarios. Utilizing the highest quality content, this training style encourages active group participation. Alumni complete class prepared to pass the exam, but more importantly, with a wealth of practical knowledge.

Course Logistics:

Live, Virtual Classroom: Log in with the instructor and the other students - no travel!
Available through our Courseware Licensing Program
All ITSM Academy courses, including this one, can be presented at your location - Contact Us, or phone 954. 491. 3442 or use the chat below

Learners should only commit to classes they are prepared to attend. ITSM Academy Open Enrollment Class Terms and Conditions.

ITIL^® (Version 5) AI Governance Certification Course Outline

ITIL (Version 5) AI Governance introduces the fundamentals of governance, AI, and AI capabilities. It explores how AI creates value, what makes AI governance effective, and how to establish and adapt AI governance using the ITIL AI Governance Improvement Model.

Module 1: The AI World and the Need for AI Governance

AI opportunities and threats
How AI is changing the workplace
When AI goes wrong
The governance gap
What good looks like

Module 2: Key Concepts of Governance

Governance, AI governance, management and leadership
Distinguishing corporate, IT and AI governance from regulation, and governance from management
How governance and management interact to create value
The concept of governance and its relevance across organizational contexts and functions
Governance in the ITIL Value System
The opportunities and threats of poor governance

Module 3: Key Concepts of AI and Why We Need AI Governance

AI, AI maturity, and AI types including Narrow, Generative and Agentic AI
When to use different types of AI
AI use cases across ITIL and key characteristics (learning, autonomy, opacity)
AI risks (bias, privacy, hallucination) and how AI assists lifecycle activities
How AI enables automation across the value chain
AI opportunities and threats

Module 4: Risk, Strategy, and the Consequences of Getting it Wrong

The ITIL AI Capability Model (6C) and how its capabilities differ
How capabilities shape governance, boundaries, risk profiling and combined behavior
AI risk categories, ethical principles and countermeasures
Applying the capability model and risk-control reasoning to scenarios
How AI shapes strategy and alignment, and how Shadow AI affects them

Module 5: ITIL as a Governance Toolkit

How the use of products and services enables value co-creation
The ITIL Guiding Principles
The ITIL Product and Service Lifecycle Model
The ITIL Value System (ITIL VS) and its components
The ITIL Four Dimensions and its elements
The ITIL Maturity Model (including the ITIL AI Maturity Model)
The ITIL Continual Improvement Model
The ITIL Transformation Model

Module 6: The ITIL AI Governance Improvement Model: Assess and Design

Key AI governance terms and the four governance perspectives
Why IT governance is insufficient
The AI governance lifecycle and good-governance traits
The four governance patterns
The ITIL AI Governance Model and its steps
Assessing and stress testing AI governance readiness
Determining governance requirements

Module 7: The ITIL AI Governance Improvement Model: Implement and Maintain

Designing governance controls (preventive, detective, corrective) and decision boundaries
Designing Shadow AI controls, applying ethics, and using a likelihood × impact risk matrix
Ensuring effectiveness – assurance, observability, monitoring and continual improvement
Stewardship vs. control and the role of continual improvement
Applying compliance, third-party and end-to-end governance

Module 8: AI in Your World: Unlock AI in Your Role, Industry, and Organizational

How AI supports business outcomes and value co-creation
AI use cases across industries and organizational functions
How AI supports the digital strategy lifecycle and transformation
AI's opportunities and threats, and how sustainability shapes value
Interpreting a scenario, assessing its AI use cases, and applying sustainability

Module 9: Connecting AI with Complementary Frameworks

How ITIL, PRINCE2 and DevOps provide complementary approaches for AI-enabled work
How the ITIL AI Governance Model integrates with other frameworks and methods
Applying AI governance within DevOps
Applying AI governance within PRINCE2

➤ Press Release: ITSM Academy Announces Launch of ITIL (Version 5) Foundation Training in the United States