We Don’t Need ITIL, We Need AI – Or Do We?
Everywhere you turn, business leaders are talking about Artificial Intelligence (AI). As highlighted in a recent podcast by Kara Swisher "How to AI", leaders want to deploy AI at scale and fast.
Guest expert Rajeev Kapur reminded us that the reality of AI is not replacing workers but automating tasks and processes.
Another guest, Amy Web, futurist and author, highlighted the need to have a plan to introduce and a plan to maintain, your new AI capability.
But here’s the challenge: Many leaders are rushing headlong into AI adoption without stopping to ask whether they are ready. And that’s where ITIL has something essential to say.
ITIL training helps teams assess their AI readiness and address any gaps. ITIL Version 5 includes a module on AI governance. This can guide IT teams through their AI adoption.
You can learn more about AI and ITIL in the itNews minidoc and article that explores the ethical and legal challenges of AI accountability.
Start Where You Are with ITIL
One of ITIL’s guiding principles is deceptively simple: Start where you are. Before you launch an AI pilot or subscribe to the latest platform, ask yourself:
What data do we already have?
Is it accurate, complete, and relevant?
Do we know how it flows across our organisation?
Kapur, CEO of 1105 Media and author of the book "AI Made Simple", used the old maxim, “Garbage In – Garbage Out.”
If your current processes produce poor data, AI will only make those problems more visible—and potentially more costly.
ITIL Foundation Training is the best first step towards readiness and AI governance. Your team can gain the baseline skills for enabling better service governance for your organisation.
Progress Iteratively with Feedback
AI initiatives can be exciting, but they’re also risky. ITIL’s principle of Progress iteratively with feedback suggests breaking AI adoption into small, testable steps. Rather than betting the farm on one big implementation, try a contained proof of concept in one business unit. Collect feedback. Measure outcomes. Then adapt.
This iterative approach aligns well with Agile methods—short cycles, experimentation and learning by doing. Done right, you can build confidence, uncover quick wins, and avoid the common pitfall of “AI theatre,” where projects look innovative but deliver little value.
You can learn more about this approach through ITIL training courses.
The Continual Improvement Model in ITIL
AI adoption isn’t a one-off project—it’s a journey. ITIL’s Continual Improvement Model offers a framework for embedding learning into your organisation:
What is our vision? (How could AI support our strategy?)
Where are we now? (Do we have the data, skills, and governance to start?)
Where do we want to be? (What outcomes would matter most?)
How do we get there? (Which small steps can we take first?)
Take action.
Did we get there? (Measure the impact.)
How do we keep the momentum?
This structured reflection from the ITIL framework helps organisations avoid hype-driven initiatives that fizzle out once the first project ends.
The Four Dimensions of Value in ITIL
AI doesn’t live in isolation. ITIL (and the relevant ITIL training at your level) reminds us that every initiative needs to consider four dimensions:
Organisations & People – Do your teams have the skills and confidence to use AI responsibly? Can we build a culture of using AI to solve business problems?
Information & Technology – Is your data trustworthy, and do you have the right platforms in place?
Partners & Suppliers – Who are you relying on for AI services, and do you understand the risks?
Value Streams & Processes – How does AI fit into the flow of work and service delivery?
When you apply these dimensions, AI adoption shifts from “chasing shiny tech” to a holistic change that’s more likely to succeed. In fact, Kapur recommends building a culture around building an AI capability incrementally.
Final Thoughts on AI and ITIL Training
The truth is, we don’t have to choose between ITIL and AI. We need both. The ITIL framework provides the structure and discipline to make AI effective, while AI provides the innovation and speed that organisations crave.
If you’re wondering how these concepts apply to your business, consider discussing them in a more practical setting. Lumify offers ITIL training that goes beyond theory—you can take part in one-on-one or small-group training sessions to explore how ITIL principles might support your AI and change initiatives. Some participants even add an extra day with a trainer to focus specifically on the implications for their projects.
Those who have achieved ITIL Certifications and Designations in version 4 can gain recognition in ITIL version 5 through Transformation courses.
Lumify Work is an Accredited Training Organisation with Platinum Partner status for PeopleCert courses and certifications, including ITIL®.
AI may be the future, but ITIL helps you get there safely, responsibly, and with confidence.
