7.2.2. The ITIL AI Capability Model
💡 First Principle: The ITIL AI Capability Model gives organizations a structured way to assess and develop their readiness to adopt and govern AI — because using AI well depends on capabilities across all four dimensions, not just having the technology.
The ITIL AI Capability Model is a model for understanding and assessing an organization's capabilities for adopting, using, and governing AI effectively. It frames AI capability across the four dimensions — the people and skills, the information and technology, the partners and suppliers, and the value streams and processes needed to use AI well and responsibly. It helps an organization see where it's ready and where it needs to build capability before relying on AI more heavily.
⚠️ Exam Trap: The capability model is about organizational readiness across the four dimensions, not a ranking of how smart the AI is. Recognize it as an assessment/development tool for AI adoption and governance.
Reflection Question: Why does assessing AI capability require looking at people and processes, not just the technology itself?
