Introduction to AI — ITILFND-V5 Study Guide

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Aspect	Traditional automation	Generative AI (GenAI)	Agentic AI
Is it AI?	No; AI extends it	Yes, a form of AI	Yes, a form of AI
What it does	Runs predefined, rule-based steps	Creates new content (text, images, code)	Pursues goals by reasoning, deciding, and acting
How it decides	Follows fixed rules; no learning	Generates from patterns learned in data	Reasons within set goals and boundaries
ITIL example	Auto-routing a request by a fixed rule	Drafting a knowledge article or user reply	Handling a request end to end within guardrails
Human oversight	Configured and owned by people	Output reviewed by people	Acts within boundaries people set; people stay accountable

Cheat sheet

Artificial Intelligence (AI) is technology that performs tasks normally requiring human intelligence
AI maturity describes how advanced and well-governed an organization's use of AI is
AI differs from traditional automation because it can learn and reason, not just follow fixed rules
Generative AI (GenAI) creates new content such as text, images, or code
Agentic AI acts autonomously to pursue goals with limited human instruction
GenAI and agentic AI are distinct: one generates content, the other takes autonomous action
AI can assist across the product and service development lifecycle
Examples of AI assisting the lifecycle include analysing requirements, generating designs, and testing
AI can improve decision-making and speed within lifecycle activities
AI can help automate processes throughout the lifecycle activities
Examples of AI-assisted automation include triage, routing, and routine responses
AI-assisted automation still operates within human-defined boundaries
AI can be leveraged throughout the ITIL value chain activities
Examples of AI in the value chain include demand analysis, monitoring, and improvement
Leveraging AI across the value chain aims to improve value co-creation

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Cheat sheet