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Abstract
The rapid adoption of artificial intelligence (AI) in higher education institutions has created an urgent need for effective IT governance frameworks. This study develops a maturity evaluation model for AI service governance using the IT Infrastructure Library (ITIL) version 4 framework, specifically designed to accommodate modern digital technologies. Through a descriptive-analytical approach, the research maps 34 ITIL v4 practices to AI governance requirements, establishes a five-level maturity assessment framework, and validates the model through focus group discussions with IT experts and AI practitioners. Analysis of 15 selected universities reveals three key findings: First, the average maturity level scores 2.4 (on a 5-point scale), with significant variation across domains - Service Operation achieves the highest score (3.1) due to existing automation implementations, while Continual Improvement scores lowest (1.8) because of inadequate evaluation mechanisms. Second, three major challenges emerge: data ownership fragmentation (72% of institutions), lack of AI ethics standards (65%), and staff competency gaps (58%). Third, the proposed model offers practical solutions, including an AI Service Management assessment matrix, a phased improvement roadmap, and Responsible AI integration guidelines.
This research makes dual contributions: theoretically as the first adaptation of ITIL v4 for AI governance in higher education, and practically through ready-to-use evaluation instruments. The findings demonstrate that effective AI governance requires balancing technological, ethical, and organizational dimensions. The developed model provides higher education institutions with a comprehensive yet flexible framework to assess and improve their AI service management capabilities, while addressing current implementation challenges. Future research could quantitatively test this model across diverse institutional contexts and AI applications