ITIL 5: The 6C Model for AI

AI that summarizes an incident is one thing. AI that disables accounts, isolates endpoints and blocks connections is another. In this episode of The ITSM Practice Podcast, Luigi Ferri explains the ITIL 5 6C Model for AI and why CIOs, CISOs and MSPs need to stop asking, “Are we using AI?” and start asking, “What are we allowing AI to do?” In this episode, we answer to: What is the ITIL 5 6C Model for AI? How much authority should MSPs give AI to decide and act? Who is accountable when autonomous AI gets a decision wrong? Resources Mentioned in this Episode: ITIL website, article "AI Governance in Organizations", link https://www.itil.com/Itil-News-and-Announcements/itil-ai-governance-organizations ITIL website, white paper "ITIL AI Governance White Paper", link https://www.itil.com/-/media/itilsite/site-assets/documents/itil-ai-governance/itil-ai-governance-white-paper-2025.pdf PeopleCert Community website, article "AI Governance in Service Management", link https://community.peoplecert.org/home/clubs/itil/blogs/ai-governance-in-service-management PeopleCert Community website, article "What ITIL AI Governance Teaches Us About Maturity in an AI-Enabled World", link https://community.peoplecert.org/public/clubs/itil/blogs/what-itil-ai-governance-teaches-us-about-maturity-in-an-ai-enabled-world ITIL website, article "Governing AI in organizations – new ITIL guidance is making a difference", link https://itil.com/Itil-News-and-Announcements/itil-version-5-ai-governance-guidance ITIL website, article "ITIL AI Governance (Version 5): categorizing and assessing AI, and deploying appropriate controls", link https://www.itil.com/Itil-News-and-Announcements/itil-version-5-ai-governance-controls PeopleCert Community website, article "ITIL (Version 5): A Value Stream Perspective", link https://community.peoplecert.org/public/clubs/itil/blogs/itil-version-5-a-value-stream-perspective Connect with me on: LinkedIn: https://www.linkedin.com/in/theitsmpractice/ Website: http://www.theitsmpractice.com And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security. Credits: Sound engineering by Alan Southgate - http://alsouthgate.co.uk/ Graphics by Yulia Kolodyazhnaya