ITIL 4 CAI study guide
ITIL 4 CAI · Work through your exam, one topic at a time.
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 study guide has 4 sections and about 1,347 words.
01AI in Service Management
AI in service management examines how artificial intelligence becomes part of the service value system: not a standalone product, but a socio-technical capability that changes how demand is understood, services are delivered, and value is co-created. The exam tests use cases, the four dimensions, and the limits of automation.
345 words, about 2 min02AI Governance and Risk
AI governance and risk covers the direction and control system around AI: who is accountable, what risk is acceptable, how AI systems are inventoried, assessed, monitored, and retired. Governance sets direction; management executes it.
351 words, about 2 min03AI-Enabled Value Streams and Practices
AI-enabled value streams and practices examines where AI changes the flow of work from demand to value, and how practices such as incident, problem, change enablement, service desk, knowledge, and continual improvement are redesigned. The exam tests value-stream thinking, not isolated tools.
317 words, about 2 min04Trust, Ethics and Continual Improvement with AI
Trust, ethics, and continual improvement with AI covers the evidence and behaviors that make AI acceptable in service management, and how to improve it over time. The exam tests ethical principles, trust signals, and the use of continual improvement rather than one-off approval.
334 words, about 2 min