Governing AI with ITIL® AI Governance

Friday, 13 Nov 2026 | 9:30 am – 12:30pm (UTC +8) | Live Virtual (VILT)

Overview:

AI is already supporting IT operations by detecting anomalies, correlating events, summarizing incidents and generating fixes. Some AIOps platforms can also take action automatically, including restarting services. These capabilities raise practical governance questions: what can AI decide independently, when is human review needed, and who is accountable when something goes wrong?

Join this free live virtual event with Kaustuv De to explore how ITIL® AI Governance (Version 5) applies to everyday IT operations. Through six practical AIOps use cases, you will learn how to define decision boundaries, assign oversight and put controls in place according to risk.

The session includes a reusable governance canvas, a live case clinic and a 30-60-90 day plan to help you apply the concepts in your organization.

Objectives:

By attending this event, participants will:

  • Understand why AI governance matters and why an AI policy alone is not enough
  • Identify the governance activities and components, ITIL AI Capability Model (the six Cs) and four governance perspectives within the ITIL AI Governance toolkit
  • Understand how to apply governance to six common AIOps use cases
  • Assess when to give AI greater autonomy using the ITIL AI Governance Improvement Model and an evidence-based autonomy ladder
  • Apply the concepts to a realistic service desk and AIOps scenario during a live case clinic

Participants can also raise questions during the live Q&A session.

Who Should Attend:

This event is suitable for:

  • CIOs, IT directors and business leaders
  • Service owners and product owners
  • IT operations, Site Reliability Engineering (SRE) and Network Operations Centre (NOC) teams
  • IT service management and process professionals
  • Risk, compliance and audit professionals
  • Anyone accountable for how AI is used at work

No data science background is required.

Key Topics Covered

1. Why AI Governance Matters Now

  • AI’s growing role as a co-worker
  • The governance gap and why organisations need to address it

2. The ITIL AI Governance Toolkit

  • Governance activities and components ITIL AI Capability Model: the six Cs
  • Four governance perspectives

3. Governing Practical AIOps Use Cases

  • A reusable governance canvas
  • Six use cases: anomaly detection, event correlation, alert noise reduction, generative AI incident summaries, generative AI-generated fixes and auto-remediation
  • Applying governance to AI insights and automated actions

4. Making Governance Stick

  • ITIL AI Governance Improvement Model
  • An evidence-based autonomy ladder
  • Measuring AI health

5. Live Case Clinic

  • A practical service desk agent scenario with an AIOps element
  • Applying the governance concepts to the scenario

6. Next Steps, Learning Path and Q&A

  • A 30-60-90 day starter plan
  • Further learning through the ITIL AI Governance (Version 5) and AIOps Foundation courses
  • Live Q&A with the speaker

Agenda:

ITIL AI Governance is the toolkit; AIOps is where we put it to work. Time (UTC+8) Mins Session

Time Session
9:30AM – 9:40AM  Welcome and opening poll 

  • Where does your organization stand?
9:40AM – 9:55AM  Part 1: Why AI governance matters now  

  • AI as a co-worker, the governance gap, why now
9:55AM – 10:20AM  Part 2: The ITIL AI Governance toolkit

  • Activities, components, the six Cs, four perspectives
10:20AM – 10:50AM  Part 3: Governing practical AIOps use cases 

  • One canvas, six use cases, from insight to auto-remediation
10:50AM – 11:05AM  Part 4: Making governance stick 

  • Improvement Model, autonomy ladder, measuring AI health
11:05AM – 11:15PM  Part 5: Live case clinic

  • The helpful service desk agent, plus an AIOps twist
11:15AM – 11:30AM Next steps, learning path and Q&A 

  • 30-60-90 day plan, the full course, questions

Key Takeaways:

Participants will leave with: 

  • An understanding of how ITIL AI Governance (Version 5) applies to IT operations.

  • A reusable governance canvas with six questions to assess any AI use case.

  • Practical controls and metrics for six common AIOps use cases.

  • An autonomy ladder to determine when AI can act independently and what evidence is needed first.

  • A 30-60-90 day plan to identify AI use, set boundaries and assess results.

  • Guidance on further learning through the ITIL AI Governance (Version 5) and AIOps Foundation courses.

Speaker:

Kaustuv De

Head of Service Management, DAL Group

A seasoned global IT executive with over 21 years of experience in IT Service Management (ITSM), IT governance, and digital transformation across leading organisations including Intel, Standard Chartered, HSBC, and HP. Currently serving as Service Management Lead at Intel Corporation, with expertise in operational excellence, risk management, process improvement, and enterprise-wide governance frameworks. As a certified ITIL V3 Expert, brings extensive experience in driving service delivery improvements, operational resilience, and business-aligned IT transformation.

Reserve Your Seat

Join this free virtual event and discover how to govern AI in IT operations with confidence.