The ITIL® v5 Digital Service Survival Guide for the AI Jungle

Learn the essentials of ITIL® Foundation (Version 5) and discover practical strategies to improve digital service delivery in today's AI-enabled world.

Today’s AI-enabled digital landscape is more complex than ever. IT teams must balance fast-changing products and services, growing customer expectations, suppliers, tools, data, while keeping critical business services running smoothly.

This one-hour webinar introduces key ITIL® Foundation (Version 5) concepts in a practical, engaging, and easy-to-apply way. ITIL® Foundation (Version 5) helps teams focus on value, improve service experiences, apply practices effectively, support better governance, use AI responsibly, and drive continual improvement.

Through real-world examples, interactive questions, and a mini-case exercise, participants will leave with a simple survival kit they can use immediately to help restore, improve, and prevent recurring digital service issues in their day-to-day work.

Whether you're new to ITIL® or looking to understand what's new in version 5, you'll leave with practical insights you can put to work right away.

What You Will Learn

After this one-hour session, learners will be able to:

• Explain why ITIL® Foundation (Version 5) is relevant in today’s world of digital products, services, AI, automation, and global IT teams.
• Describe how ITIL® helps organizations focus on value co-creation, and how the ITIL® Service Value System (SVS) of guiding principles, governance, practices, and continual improvement work together to support better digital service outcomes.
• Apply the four dimensions of service management by considering people, processes, technology, suppliers, partners, information, and value streams before making service decisions.
• Connect common ITIL® practices such as incident management, change enablement, problem management, knowledge management, supplier management, and service desk activities to real workplace scenarios.
• Understand how AI can assist IT work by summarizing information, identifying patterns, improving communication, and supporting faster decisions, while still requiring human judgment, accountability, and governance.
• Use a practical Survival Kit Template to respond to a blocked digital service path by asking five questions: What value is at risk? Which practices are needed? Who governs the decision? How can AI safely help? What improvement will prevent recurrence?

Bonus: Attendees will receive a complimentary ITIL® Survival Kit Template to help you navigate blocked digital service path, using five practical questions: What value is at risk? Which practices are needed? Who governs the decision? How can AI safely help? What improvement will prevent recurrence?

Who Should Attend

• IT professionals seeking a practical introduction to ITIL® Foundation (Version 5).
• Experienced ITIL® v3 or ITIL® v4 practitioners who want to understand what’s new in ITIL® 5, and how it supports today’s digital service environments.
• Service desk, technical support, operations, infrastructure, cloud, security, application, and DevOps professionals.
• Digital product owners, service owners, process owners, business analysts, project managers, and customer success professionals working with IT-enabled services.
• IT managers, team leads, governance professionals, and digital transformation leaders looking for a practical framework to align teams and improve service delivery.
• Anyone responsible for improving user experiences, reducing service disruption, managing suppliers, supporting AI-enabled work, or connecting IT operations to business value.

Speakers