Artificial intelligence is no longer an experiment at the edge of the business. It drafts customer messages, ranks candidates, predicts failures, prices services, and increasingly triggers actions on its own. That shift creates real value, and it also creates exposure: decisions nobody can explain, tools nobody approved, suppliers changing models without notice, and accountability that quietly goes missing.

ITIL® AI Governance (Version 5) is PeopleCert’s global best-practice guidance for organizations and professionals who need to govern, manage, and use AI-enabled products, services, and ways of working. The course teaches a practical, proportionate approach: understand what your AI actually does, decide where humans must stay in control, build governance into everyday delivery and operations, and keep it effective as data, models, suppliers, and regulations change.

Learning is anchored in the ITIL® Car Rental (ICR) case study, a multi-country business facing the same pressures as your own, so every concept is applied to realistic decisions rather than left as theory.

Full-Time

The course is designed for anyone whose decisions shape how AI is adopted, delivered, or overseen. No technical or data science background is required.

1. Leadership and oversight: Board members, executives, CIOs and CTOs, heads of digital, AI governance and steering group members
2. Risk, compliance and assurance: Risk and compliance managers, internal auditors, data protection and privacy officers, legal and procurement leads
3. Product and service professionals: Product owners and managers, service owners, service delivery and ITSM practitioners, SRE and operations leads
4. Project and change professional: Project, programme and portfolio managers, PMO staff, business analysts, transformation and change leads
5. Technology and delivery teams: Solution and enterprise architects, DevOps and platform engineers, data and AI practitioners, supplier managers
6. Consultants and trainers: Advisors and consultants guiding clients on responsible AI adoption, and training professionals building AI governance capability

3 Days

1. Introduction to Governance and AI

1. Governance versus management, leadership and stewardship
2. Corporate, IT and AI governance
3. The four governance patterns
4. Benefits of good governance and risks of poor governance
5. Key ITIL® concepts and the four dimensions.

2. Introduction to AI

1. Defining AI; Narrow, Generative and Agentic AI
2. Characteristics such as autonomy, learning, opacity and reversibility
3. The ITIL® AI Capability Model and risk heatmap
4. AI as a co-worker; benefits and risks of adoption.

3. AI Value in Industries and Functions

1. AI and value co-creation
2. Outcomes, costs and risks
3. Utility, warranty, experience and sustainability
4. Worked use cases in car rental, recruitment and customer support
5. AI with ITIL®, PRINCE2 and DevOps.

4. What Makes Good AI Governance

1. Why AI needs more than conventional IT governance
2. Shadow AI
3. Six characteristics of good governance
4. The four AI governance perspectives
5. Control and stewardship
6. AI governance maturity.

5. The ITIL® AI Governance Improvement Model

1. Assess and stress-test the current system
2. Define requirements and design adjustments
3. Implement improvements including bridging mechanisms
4. Maintain governance, compliance, regulation and third-party AI governance.

6. Regulations, Standards and Frameworks

1. ISO/IEC 42001 and IEEE 7014
2. The global regulatory landscape and international principles
3. PRINCE2® and DEVOPS INSTITUTE
4. Embedding AI governance into projects and delivery pipelines.

7. Practical Application

1. Six guided scenarios:
2. Enterprise AI visibility
3. Unclear assistant boundaries
4. The AI recruiter
5. Shadow AI in branches
6. Misleading governance dashboards
7. Portfolio-level scale, redesign or pause decisions