ITIL 4 CAI case studies
ITIL 4 CAI · Put your knowledge to work in context.
PeopleCert's ITIL certification pages currently promote ITIL AI Governance (Version 5) alongside ITIL Foundation (Version 5), describing AI governance as the practical capability to oversee AI, manage risk responsibly and create trusted business value at scale. Candidates searching for an "ITIL 4 Certified AI" exam will not find exam mechanics on the pages we retrieved: item count, duration, pass mark, fee, retake rules, validity period and domain weightings are not stated, so we leave them unset rather than guess. The ITIL 4 CAI case studies are 5 cases and about 3,278 words.
1Triage Model That Learns to Say No
Northwind Managed Services handles 14,000 tickets a month for 38 clients with 620 agents. Eight months ago it deployed a vendor ML model that classifies each ticket's priority (P1–P4) and routes it to a resolver group.
719 words, about 4 min2Shadow AI in the Claims Team
Callisto Insurance's claims division employs 400 handlers. A DLP alert shows that over six weeks 61% of them used at least one public generative AI tool at work; one handler pasted 3,000 claim summaries, including medical details, into a free chatbot to "summarise the tone".
675 words, about 3 min3Automating the Change Advisory Board
Every Friday, Ferrolane Retail releases 900 changes into production; 82% are classed standard. Eighteen months ago the change manager introduced a model that scores each change for risk and auto-approves anything below a threshold, removing it from the change advisory board agenda.
654 words, about 3 min4The Assistant That Promised a Refund
Harborline Utilities replaced its billing contact form with a conversational assistant that has tool access to the billing system: it can look up an account, apply a credit up to £50 and schedule a payment plan. In four weeks it issued 1,400 credits, of which 900 exceeded the policy limit because the assistant combined a credit with a goodwill adjustment to stay under the per-action cap.
607 words, about 3 min5Proving the Copilot Paid Off
Meridian's service desk has 1,800 agents across four countries. Eleven months ago it bought a generative AI assistant that drafts responses and retrieves knowledge articles; the licence is £2.1m a year and renewal is in eight weeks.
623 words, about 3 min