Show Notes
AI that summarizes an incident is one thing. AI that disables accounts, isolates endpoints and blocks connections is another. In this episode of The ITSM Practice Podcast, Luigi Ferri explains the ITIL 5 6C Model for AI and why CIOs, CISOs and MSPs need to stop asking, “Are we using AI?” and start asking, “What are we allowing AI to do?”
In this episode, we answer to: What is the ITIL 5 6C Model for AI? How much authority should MSPs give AI to decide and act? Who is accountable when autonomous AI gets a decision wrong?
Resources Mentioned in this Episode: ITIL website, article "AI Governance in Organizations", link https://www.itil.com/Itil-News-and-Announcements/itil-ai-governance-organizations
ITIL website, white paper "ITIL AI Governance White Paper", link https://www.itil.com/-/media/itilsite/site-assets/documents/itil-ai-governance/itil-ai-governance-white-paper-2025.pdf
PeopleCert Community website, article "AI Governance in Service Management", link https://community.peoplecert.org/home/clubs/itil/blogs/ai-governance-in-service-management
PeopleCert Community website, article "What ITIL AI Governance Teaches Us About Maturity in an AI-Enabled World", link https://community.peoplecert.org/public/clubs/itil/blogs/what-itil-ai-governance-teaches-us-about-maturity-in-an-ai-enabled-world
ITIL website, article "Governing AI in organizations – new ITIL guidance is making a difference", link https://itil.com/Itil-News-and-Announcements/itil-version-5-ai-governance-guidance
ITIL website, article "ITIL AI Governance (Version 5): categorizing and assessing AI, and deploying appropriate controls", link https://www.itil.com/Itil-News-and-Announcements/itil-version-5-ai-governance-controls
PeopleCert Community website, article "ITIL (Version 5): A Value Stream Perspective", link https://community.peoplecert.org/public/clubs/itil/blogs/itil-version-5-a-value-stream-perspective
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Credits: Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
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