AI Governance Illusion: Hidden Risks & Accountability in ITSM
From The ITSM Practice: Elevating ITSM and IT Security Knowledge by Luigi Ferri
April 7, 2026 · 10 min · Season 3 · Episode 6
About this episode
This episode explores the Governance–Understanding Gap in AI governance and its implications for ITSM and Enterprise Service Management.
AI governance maturity can be misleading. Many organizations rely on frameworks, policies, and dashboards that signal control but fail to reflect true understanding of AI systems. This episode explores the Governance–Understanding Gap, highlighting why unclear decision ownership and limited system insight create hidden risks in AI, ITSM, and Enterprise Service Management environments. In this episode, we answer to: What is the worst decision an AI system could realistically make in practice? Which AI system in the organization is least understood and hardest to explain? If an AI system makes a harmful decision, who is accountable for it? Resources Mentioned in this Episode: NIST website, framework "AI Risk Management Framework", link https://www.nist.gov/itl/ai-risk-management-framework European Commission website, policy "Artificial Intelligence", link https://digital-strategy.ec.europa.eu/en/policies/artificial-intelligence ISO Standards website, ISO/IEC 42001 standard, link https://www.iso.org/standard/81230.html MIT Sloan Management Review website, article "A framework for assessing AI risk", link…
People in this episode
Host: Luigi Ferri
Topics covered
- AI governance
- ITSM
- Enterprise Service Management
- accountability
- decision ownership
- hidden risks
Keywords
- AI governance
- ITSM
- accountability
- decision making
- risk management
- frameworks
- policies
Mentioned in this episode
Organizations: NIST, European Commission, ISO, MIT Sloan Management Review, Stanford Human-Centered AI
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