In an era where artificial intelligence drives every layer of digital operations, trust has become the new currency of service excellence.
Blending the power of ITIL 4, COBIT 2019, and the emerging ISO 42001 AI Management System Standard, this book explains how organizations can embed digital-trust principles directly into service design, delivery, and continual improvement. It translates complex governance models into practical playbooks, maturity frameworks, and audit-ready templates, enabling leaders to operationalize compliance and assurance without slowing innovation. Through research-backed insights and real-world case studies from sectors such as transport, education, and critical infrastructure, the book demonstrates how governance, risk, and AI ethics can co-exist with agility and automation. It introduces the concept of “Trust as a Service Metric,” offering measurable indicators for transparency, accountability, and responsible AI use. For ITSM professionals, CIOs, CISOs, GRC consultants, and AI governance leaders, this book serves as both a strategic guide and an operational blueprint for achieving trustworthy, compliant, and future-ready service management in the age of intelligent automation. Click here to purchase
Ultimate ITIL® 4 ITSM for AI-Powered Service Management Authored by Sankarsan Biswas, a seasoned ITIL® 4 Master, consultant, and global trainer, this book offers a clear, practical, and vendor-neutral roadmap for understanding and applying AI in IT service management. It breaks down complex AI concepts into actionable insights aligned with ITIL4 practices, service value chains, and governance models—empowering professionals to harness AI without losing sight of ITIL’s core principles of value co-creation and continual improvement.Whether you're a service desk manager exploring chatbots, a change manager seeking intelligent automation, or an IT leader aiming to future-proof operations with AIOps—this guide is for you. Click here to Purchase
Ultimate ITIL® 4 for Scaling ITSM in Enterprise " is a comprehensive, hands-on guide for ITSM professionals, ITIL-certified practitioners, consultants, and business leaders seeking to move beyond foundational ITIL4 knowledge and master its practical application at scale.This book goes beyond foundational ITIL4 knowledge to provide deep insights, real-world case studies, advanced workflows, automation strategies, and industry-specific customization techniques. It is designed to help organizations scale ITIL4 efficiently, measure success, and sustain continual improvement in a digital-first world.
Ultimate ITIL® 4 ITSM for AI-Powered Service Management Authored by Sankarsan Biswas, a seasoned ITIL® 4 Master, consultant, and global trainer, this book offers a clear, practical, and vendor-neutral roadmap for understanding and applying AI in IT service management. It breaks down complex AI concepts into actionable insights aligned with ITIL4 practices, service value chains, and governance models—empowering professionals to harness AI without losing sight of ITIL’s core principles of value co-creation and continual improvement.Whether you're a service desk manager exploring chatbots, a change manager seeking intelligent automation, or an IT leader aiming to future-proof operations with AIOps—this guide is for you. Click here to purchase
Ultimate ITIl4 for intelligent and Sustainable Service Management - Authored by Sankarsan Biswas—renowned ITIL Master, consultant, and trainer—this book equips ITSM professionals, transformation leaders, and digital strategists with actionable insights, real-world use cases, and practical playbooks to scale their service management capabilities.Modern Service Management with ITIL4 is a groundbreaking guide that redefines how ITIL4 can be implemented in today’s dynamic, digital-first world. Going beyond foundational theory, this book merges the robust structure of ITIL4 with three transformative forces shaping modern ITSM: Artificial Intelligence, Agile/DevOps methodologies, and Sustainable IT practices. “Whether you're aiming to automate operations with AI, align ITIL with Agile teams, or embed ESG principles into your service value streams, this book offers a unique blend of strategy and execution. It demystifies complex concepts and delivers step-by-step guidance to evolve your ITSM practices into outcome-driven, customer-focused, and future-ready operations. Click here to purchase.
My new book is now live on Amazon Kindle!What Life Taught Me: Reflections on Work, People, Courage, and GrowthA collection of lessons gathered from four decades of work, leadership, consulting, successes, failures, challenges, and personal growth.Life never stops teaching—and this book is my attempt to share some of those lessons.Thank you to everyone who has supported my journey as an author.#NewBook #LifeLessons #PersonalGrowth #Leadership #Courage #SankarsanBiswas
Ultimate ITIL4 Foundation Certification Guide " is an invaluable resource for understanding and applying the ITIL framework. This guide not only prepares professionals for ITIL certification, enhancing their career prospects and knowledge base, but also provides practical insights into implementing ITIL principles within their organizations. This book is designed to bridge the gap between theoretical understanding and real-world application, making it a crucial tool for those seeking to leverage ITIL for organizational growth and service excellence."The Complete Guide to Certification and Implementation ITIL" is a valuable resource for IT professionals seeking to deepen their understanding of ITIL, prepare for certification, implement ITIL practices effectively, and advance their careers in IT service management. Click here to purchase