HUCAISM - Introduction to Human-Centered AI Service Management (Printed Book - German)

Introduction to the Human-Centered AI Service Management Framework (HUCAISM)

How Artificial Intelligence Is Taking Over Our Services and Digital Products—and How We Can Maintain Control Over Them

Today, AI is taking on tasks that, until recently, were naturally handled by humans: It provides answers, makes preliminary decisions, and sometimes even acts on its own. Traditional service management has few answers for this, while AI governance standards have little understanding of day-to-day service operations. It is precisely in this gap that problems arise—AI-powered services for which no one takes responsibility when something goes wrong.

HUCAISM (Human-Centered AI Service Management) bridges this gap. It combines proven service management with the requirements of AI governance into a consistent, operational approach—as a standalone framework from SERVIEW, designed to complement ITIL, not replace it.

This book introduces the complete model: 6 principles, 10 domains, and 65 verifiable requirements, supplemented by 3 oversight models, 6 lifecycle phases, and 5 maturity levels. Using concrete examples, it illustrates how familiar practices such as incident, change, and service level management change once AI comes into play—and what specific adjustments organizations must make to remain effective.

Who this book is for: Service managers, executives, consultants, and anyone in IT, compliance, or business units who designs, operates, or oversees AI-powered services. A technical background is not required; a basic understanding of service management—ideally with ITIL—will make it easier to get started.

At a Glance:

• Framework Version HUCAISM · July 2026 Issue
• Publisher: SERVIEW GmbH, Bad Homburg
• Scope: 6 principles · 10 domains · 65 verifiable requirements · 3 oversight models · 6 life cycle phases · 5 maturity levels
• Two parts in one book: a narrative section for reading and understanding, and a normative core for reference and mandatory application