Chapter 6 of 7 · PeopleCert ITIL 5 Foundation
ITIL and AI
AI terms, how AI assists the product and service lifecycle and value chain, and AI governance.
- 1topics
- 3 minfast track
- 2.5%of the exam
Topics in this chapter
Take them in order, or jump to the one you need.
About this chapter
What this chapter covers
ITIL and AI is new in ITIL (Version 5) and worth 2.5 percent of the Foundation exam, about 1 of the 40 questions. ITIL (Version 5) has evolved to support modern technologies, including artificial intelligence, so the Foundation syllabus introduces the basic ideas.
There are two topics: an introduction to AI (artificial intelligence, AI maturity, generative AI and agentic AI, and how AI can assist the lifecycle, automation and the value chain) and ITIL AI governance (AI governance and the ITIL AI Capability Model).
How the topics fit together
AI can help at almost every stage of creating and running products and services, but people stay accountable. Governance makes sure AI is used safely, ethically and for the benefit of people.
The single mark here is likely to test a definition, such as the difference between generative and agentic AI, or what the AI Capability Model is for.
How to use these pages
Each topic page has the same shape, so you can skim for what you need.
- What it is: the idea in plain words.
- How it works: the mechanism, with tables and examples.
- What to remember for the exam: the facts to memorise and how questions are phrased.
- Common mistakes: the classic traps.
- Check yourself: three questions to test your understanding.
Ready for more practice?
The full PeopleCert ITIL 5 Foundation question bank has 527 questions, with timed practice exams and an explanation for every answer.
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