This practical, four-part Masterclass series offers actionable guidance to help you identify the right AI opportunities, solve real-world AI challenges, establish governance, and turn AI investments into tangible business value.
Based on the ITIL Car Rental scenario, the series showcases how an AI-assisted reservation and disruption service moves from idea to measurable, trusted, and repeatable value. All four webinars are each linked to a statistic, drawn from global studies, that reveals a different management challenge.
The 1st session is open to all. Become a PeopleCert Plus member to unlock the full series.
5 November 2026 - Session 1
ITIL Car Rental has no shortage of AI ideas. Should it invest in an AI-assisted reservation and disruption service, automated damage assessment, or improved fleet-demand forecasting?
In this introductory session, James will use practical examples from the scenario to showcase how organizations can identify problems, define desired customer and business outcomes, and establish how value, cost, risk, and feasibility must be balanced before significant resources are committed. He will also explore various measures that can be used to evaluate success.
At the end of the session, you will receive a Value Brief template to assess AI opportunities in your own organization.
Speaker: James Finister, AI Ethicist
Free for all
Source: The GenAI Divide: State of AI in Business 2025, MIT NANDA, July 2025
In the second session, the selected AI service now encounters the realities of day-to-day organizational use. Customer data, pricing information, reservation records, supplier services and public AI tools may all influence outcomes, often with limited visibility. Using the ITIL Car Rental scenario, we will demonstrate how AI use can spread beyond formal projects and how organizations can identify approved and unapproved AI activity before it creates governance challenges.
The session concludes with an AI Use, Data and Accountability Overview that attendees can adapt to their own environments.
Speaker: TBC
Available to PeopleCert Plus Members only
Source: Trust, attitudes and use of artificial intelligence: A global study 2025, KPMG and University of Melbourne
Many organizations introduce AI into existing processes without redesigning the work around it. Using the ITIL Car Rental reservation and disruption service, James will explain why this often limits value and creates operational risks.
We'll take a closer look at when you should review, challenge, override or stop AI-supported actions, and how testing, monitoring, incident response, appeals and feedback mechanisms can be built into operational designs. The result is a practical Service Workflow and Human Decision Plan that showcases how AI and people work together to achieve outcomes while maintaining accountability.
Speaker: TBC
Available to PeopleCert Plus Members only
Source: Trust, attitudes and use of artificial intelligence: A global study 2025, KPMG and University of Melbourne
ITIL Car Rental now has a successful AI-enabled service supported by clear accountability, visible data flows, and a tested operational design. The next challenge is deciding what is required to scale responsibly across additional products and services.
In this final session, we will showcase how organizations can move beyond isolated successes by identifying which governance controls, measurements, capabilities, review mechanisms, and assurance activities should be consistent across the wider portfolio.
At the end of the session, you will receive an AI Product and Service Scale Pack and a practical 90-day roadmap that highlights how a single successful use case can become a sustainable organizational capability.
Speaker: TBC
Available to PeopleCert Plus Members only
Source: The state of AI: How organizations are rewiring to capture value, McKinsey, March 2025
James Finister is an established thought leader in Corporate Governance of IT, the ethics of AI, outsourcing, and IT service management. His career has embraced a range of vertical sectors and multiple geographies, underpinned by asking the question, “Is there a better way?” He is also a long-term contributor to industry best practice, including both ISO standards and ITIL.