ITIL® AI Governance (Version 5) in Singapore
Artificial intelligence is no longer an experiment at the edge of the business. It drafts customer messages, ranks candidates, predicts failures, prices services, and increasingly triggers actions on its own. That shift creates real value, and it also creates exposure: decisions nobody can explain, tools nobody approved, suppliers changing models without notice, and accountability that quietly goes missing.
ITIL® AI Governance (Version 5) is PeopleCert’s global best-practice guidance for organizations and professionals who need to govern, manage, and use AI-enabled products, services, and ways of working. The course teaches a practical, proportionate approach: understand what your AI actually does, decide where humans must stay in control, build governance into everyday delivery and operations, and keep it effective as data, models, suppliers, and regulations change.
Learning is anchored in the ITIL® Car Rental (ICR) case study, a multi-country business facing the same pressures as your own, so every concept is applied to realistic decisions rather than left as theory.
Course Objectives
| Classify AI by what it does | Apply the ITIL® AI Capability Model (Creation, Curation, Clarification, Cognition, Communication, Coordination) to see the real risk behind any tool. |
| Set decision boundaries | Define what AI may do alone, what needs approval, when to escalate, and who remains accountable. |
| Right-size your governance | Apply proportionate oversight so low-risk AI moves fast while high-impact AI gets the scrutiny it needs. |
| Improve governance systematically | Use the four-step ITIL® AI Governance Improvement Model: assess and stress-test, define and design, implement, maintain. |
| Bring Shadow AI into the open | Replace prohibition-only responses with safe alternatives, visibility, and workable controls. |
| Align to regulation and standards | Treat the EU AI Act, ISO/IEC 42001, IEEE 7014 and sector rules as governance inputs, not separate paperwork. |
Course Outline
1. Introduction to Governance and AI
- Governance versus management, leadership and stewardship
- Corporate, IT and AI governance
- The four governance patterns
- Benefits of good governance and risks of poor governance
- Key ITIL® concepts and the four dimensions.
2. Introduction to AI
- Defining AI; Narrow, Generative and Agentic AI
- Characteristics such as autonomy, learning, opacity and reversibility
- The ITIL® AI Capability Model and risk heatmap
- AI as a co-worker; benefits and risks of adoption.
3. AI Value in Industries and Functions
- AI and value co-creation
- Outcomes, costs and risks
- Utility, warranty, experience and sustainability
- Worked use cases in car rental, recruitment and customer support
- AI with ITIL®, PRINCE2 and DevOps.
4. What Makes Good AI Governance
- Why AI needs more than conventional IT governance
- Shadow AI
- Six characteristics of good governance
- The four AI governance perspectives
- Control and stewardship
- AI governance maturity.
5. The ITIL® AI Governance Improvement Model
- Assess and stress-test the current system
- Define requirements and design adjustments
- Implement improvements including bridging mechanisms
- Maintain governance, compliance, regulation and third-party AI governance.
6. Regulations, Standards and Frameworks
- ISO/IEC 42001 and IEEE 7014
- The global regulatory landscape and international principles
- PRINCE2® and DEVOPS INSTITUTE
- Embedding AI governance into projects and delivery pipelines.
7. Practical Application
- Six guided scenarios:
- Enterprise AI visibility
- Unclear assistant boundaries
- The AI recruiter
- Shadow AI in branches
- Misleading governance dashboards
- Portfolio-level scale, redesign or pause decisions
The course is designed for anyone whose decisions shape how AI is adopted, delivered, or overseen. No technical or data science background is required.
- Leadership and oversight: Board members, executives, CIOs and CTOs, heads of digital, AI governance and steering group members
- Risk, compliance and assurance: Risk and compliance managers, internal auditors, data protection and privacy officers, legal and procurement leads
- Product and service professionals: Product owners and managers, service owners, service delivery and ITSM practitioners, SRE and operations leads
- Project and change professional: Project, programme and portfolio managers, PMO staff, business analysts, transformation and change leads
- Technology and delivery teams: Solution and enterprise architects, DevOps and platform engineers, data and AI practitioners, supplier managers
- Consultants and trainers: Advisors and consultants guiding clients on responsible AI adoption, and training professionals building AI governance capability
Recommended Prequisites:
- At least 1 year of working experience in the IT industry.
- English proficiency equivalent to the Employability Skills WSQ Workplace Literacy (WPL) Level 6 (reading, writing, speaking, and listening).
Certification Exam :
| Format | 40 multiple-choice questions |
| Duration | 90 minutes |
| Pass mark | 28 out of 40 (70%) |
| Conditions | Open book: the Official Book and ICR Scenario Booklet may be used |
| Prerequisites | None |
Delivery Mode: Facilitated Classroom / Virtual Training
2026
Dec
14 – 16
Duration: 3 Days
Course Fee
| Course Fee excluding GST | $1500.00 |
| Course Fee including GST (9% effective 1st Jan 2024) | $1,635.00 |
| SME (Company Sponsored Employees) – All Singaporeans and Permanent Residents | $1,635.00 |
| Singapore Citizens aged 40 years old and above | $1,635.00 |
| Singapore Citizens below 40 years old and Permanent Residents | $1,635.00 |
Exam Fee
- Exam Voucher is included in course fee above.
Certification Body
FAQ
What is ITIL® AI Governance (Version 5)?
ITIL® AI Governance (Version 5) is a certification training course designed to help organisations and professionals govern, manage and use AI-enabled products, services and ways of working responsibly. It provides practical guidance for balancing innovation, trust, accountability and risk as AI is adopted and scaled.
Do I need an ITIL® certification or technical background to attend?
No. There are no prerequisites for ITIL® AI Governance (Version 5), and the course does not require a technical or data science background. It is designed for professionals across different functions who need to make informed decisions about AI adoption, oversight and accountability.
What will I learn in the course?
You will learn how to identify what AI does in an organisation, establish decision boundaries, apply proportionate governance, improve governance systematically and manage Shadow AI. The course also covers the ITIL AI Capability Model, the ITIL AI Governance Improvement Model, AI governance maturity, and relevant regulations, standards and frameworks.
Is exam voucher included?
Yes. The ITIL® AI Governance (Version 5) examination consists of 40 multiple-choice questions and has a duration of 90 minutes. The pass mark is 28 out of 40, or 70%.
Does the course cover AI regulations and standards?
Yes. The course covers ISO/IEC 42001, IEEE 7014, the global regulatory landscape, international principles, compliance, regulation and third-party AI governance. It positions these as governance inputs that can be embedded into projects, delivery pipelines and day-to-day operations.