AI Governance & Digital Products

In ITIL 5, what does AI Governance primarily aim to ensure?

• A That AI is used to replace all human staff
• B That AI is used responsibly, ethically and in alignment with regulatory standards ✓
• C That AI never assists with service decisions
• D That AI is deployed without any controls

Answer: AI Governance provides a framework of policies and controls to ensure AI is used responsibly, ethically and in alignment with regulatory standards within digital products and services.

Which trio of concerns is central to AI Governance in ITIL 5?

• A Accountability, transparency and risk management ✓
• B Marketing, sales and pricing
• C Hardware, cabling and power
• D Recruitment, payroll and benefits

Answer: AI Governance focuses on accountability, transparency and risk management when AI participates in or supports service decisions.

What does the abbreviation DPSM stand for in ITIL 5?

• A Digital Process and Service Model
• B Distributed Product and Service Mapping
• C Digital Product and Service Management ✓
• D Defined Practice and Standards Manual

Answer: DPSM stands for Digital Product and Service Management, reflecting ITIL 5's shift from traditional ITSM toward managing digital products and services together.

The shift to Digital Product and Service Management in ITIL 5 is best summarised as a move from:

• A Product thinking back to pure project delivery
• B Continual improvement toward one-off changes
• C Digital services back to manual paper processes
• D Project-and-process thinking toward managing digital products across their whole lifecycle ✓

Answer: DPSM represents a shift from project-and-process thinking toward managing digital products across their full lifecycle, often as ongoing value streams.

In ITIL 5, AI capabilities such as a chatbot natural-language interface or autonomous coordination across systems are governed within which dimension?

• A Information and technology ✓
• B Partners and suppliers
• C Organizations and people
• D Value streams and processes

Answer: AI tools and capabilities used to manage services sit within the information and technology dimension, supported by AI governance for responsible use.

ITIL 5 emphasises that the real value of data for AI-enabled services comes from:

• A Holding as much raw data as possible
• B The outcomes the data enables, which depends on data quality ✓
• C Keeping data hidden from everyone
• D The physical size of the database

Answer: ITIL 5 stresses that value is not in raw data itself but in the outcomes it enables, making data quality foundational to effective AI.