# Sankarsan Biswas

Sankarsan Biswas writes about IT service management, digital trust, and how organizations can adapt ITIL to digital products and connected technology ecosystems. Biswas is the author of *Ultimate ITIL® Version 5 Foundation Certification Guide*.

- Profile: https://b2binfluencer.marketing/creators/sankarsan-biswas/
- LinkedIn: https://www.linkedin.com/in/sankarsan
- LinkedIn followers: 3,234
- Topics: artificial-intelligence, ai-governance, cyber-resilience
- Based on 13 dated posts, latest 2026-08-24

## Summary

Useful for ITSM thought leadership on digital trust, ITIL 5, governance, resilience, and digital ecosystems.

- Best for: An ITSM software company seeking a co-authored or sponsored explainer for practitioners.
- Not for: A consumer launch seeking mass awareness or high-volume influencer reach.
- Check first: Confirm scope, disclosure, review rights, terms, audience composition, and recent post performance.

### Takeaways

- Cyber resilience is measured by sustained trust, not preventing every disruption
- AI-driven ITSM cannot sustain trust without transparency and consent
- Compliance dashboards make governance visible and trust measurable

## Main ideas

- **Cyber resilience is measured by sustained trust, not by preventing every disruption**: Biswas argues that stakeholders do not expect organizations to prevent every incident. They expect transparent responses, resilient recovery, accountable learning, and continued delivery of value. The post uses the NIST Cybersecurity Framework—Govern, Identify, Protect, Detect, Respond, and Recover—and singles out Govern, Detect, Respond, and Recover as especially critical to maintaining operational trust.
- **AI-driven ITSM cannot sustain trust without transparency and consent**: Biswas argues that as AI influences ticket prioritization, monitoring, automation, and decisions, trust depends on explainability and consent. The post lists four stakeholder questions: what data is being used, why a decision was made, who has access, and whether consent was properly obtained and respected. Transparency supports explainable AI decisions, visible governance, and confidence in automated operations; consent management supports responsible data usage, regulatory compliance, and respect for user rights.
- **Compliance dashboards make governance visible and trust measurable**: Biswas argues that trust cannot be managed if it cannot be seen. In this framing, compliance dashboards inside ITSM tools turn governance requirements from static policies and audit reports into real-time operational intelligence. A trust-enabled dashboard shows control effectiveness and exceptions, policy and regulatory compliance status, risk exposure and mitigation progress, AI governance and ethical-control indicators, audit findings and remediation, and service performance linked to trust outcomes.
- **A service is delivered; a digital product is continuously improved**: Biswas contrasts service-centric thinking—how do we deliver and support this service effectively?—with digital product-centric thinking—how do we continuously create value by evolving this product based on customer needs, data, and feedback? The post argues that success is no longer measured only by stability and SLA achievement, but by customer outcomes, adoption, experience, innovation, and rapid adaptation. Biswas writes that this evolution expands ITSM rather than replacing it.
- **Manage the digital ecosystem, not just individual technologies**: Biswas argues that organizations no longer operate in isolated IT environments but in complex digital ecosystems where cloud platforms, AI, third-party providers, APIs, IoT, cybersecurity, regulation, and business partners are deeply interconnected. The management challenge lies in the relationships, dependencies, and risks between them. They tie this to ITIL Version 5 and its emphasis on systems thinking, governance, collaboration, resilience, continual improvement, and value co-creation across the ecosystem.
- **The ITIL 5 guide is about why service management is evolving, not only certification**: Biswas announced the book Ultimate ITIL Version 5 Foundation Certification Guide. They say the objective was not simply to help readers understand ITIL Version 5 or prepare for certification, but to explain why service management is evolving and what that evolution means for practitioners and organizations in the digital economy. The post credits publisher AVA – An Orange Education Label and technical reviewer Michael Imhoff Nielsen.

## Work to read

- [Ultimate ITIL Version 5 Foundation Certification Guide](https://www.linkedin.com/posts/sankarsan_itil5-itil-itsm-activity-7495752799633285120-pfSG)
- [Cyber resilience is measured by sustaining trust during disruption](https://www.linkedin.com/posts/sankarsan_digitaltrust-cyberresilience-nistcsf-activity-7477227764320956416-15Wv)
- [AI-driven ITSM cannot sustain trust without transparency and consent](https://www.linkedin.com/posts/sankarsan_digitaltrust-aigovernance-itsm-activity-7462735886770864130-T26i)
- [Compliance dashboards make trust measurable](https://www.linkedin.com/posts/sankarsan_digitaltrust-itsm-governance-activity-7471067089647312896-8M9Y)
- [A service is delivered; a digital product is continuously improved](https://www.linkedin.com/posts/sankarsan_itil5-itsm-digitalproducts-activity-7485207690642776064-9Dq0)
- [Managing the digital ecosystem, not just individual technologies](https://www.linkedin.com/posts/sankarsan_itil5-itsm-digitalecosystems-activity-7487714910886608896-n_zV)
- [Why ITSM evolved and why ITIL 5 matters](https://www.linkedin.com/posts/sankarsan_itil5-itsm-digitaltransformation-activity-7484109634828611584-5Y_y)

## Brand relationships

- **AVA® – An Orange Education Label** (disclosed_partnership)

## Partnerships

Sankarsan Biswas’s posts do not mention a sponsorship policy, rate card, media kit, or partnership page, and none disclose a paid brand collaboration. The only commercial relationship visible is a publishing one: they credit AVA, an Orange Education Label, for publishing *Ultimate ITIL® Version 5 Foundation Certification Guide* and thank a named technical reviewer. That is a book-publishing arrangement, not a sponsorship format a brand can buy into, and it says nothing about rates, deliverables, or approval terms for brand work. Biswas’s published work is structured educational commentary: explainers on ITIL Version 5, NIST Cybersecurity Framework resilience, and AI governance, aimed at ITSM, governance, and digital-transformation practitioners and distributed through hashtag-led LinkedIn posts. Based on this content, a brand collaboration might take the form of a co-authored or sponsored explanatory piece that meets the audience on its own terms rather than product placement. That is an assessment, not a format they have published or priced. Treat this as an open negotiation. Ask directly about contact channel, scope, disclosure wording, review rights, and exclusivity before committing campaign budget.

## Alternatives

- Nir Sofer, CISSP: Choose Sofer when the collaboration needs to open with evidence. Their posts use original survey numbers and named sources: a survey of 718 IT professionals found that only 9.9% of organizations have full visibility into their software ecosystem, and nearly half flagged poor software visibility as a security risk. Sofer also gives buyers a concrete diagnostic they can run without budget: pull the application list from the identity provider, pull OAuth grants sorted by scope, pull twelve months of card spend filtered for SaaS, and treat the gap between the three lists as the shadow estate. For an ITSM software company whose product relates to discovery, asset inventory, or access governance, that combination of hard data and a replicable exercise is a stronger opening than a framework explainer. Sofer also writes for the CISO, CEO, CFO, and CISO as a decision-making group, which suits a campaign aimed above the service desk at buyers who control budget.
- John Callinan: Choose Callinan when the collaboration should demonstrate operational improvement in IT service operations. Their posts describe a specific intervention: working with Level 2 teams to identify the top two or three repeatable incidents Level 1 could resolve with minimal training and no access changes, then running focused micro-upskilling so Level 1 resolves them immediately. The stated result was a 58% first call closure rate, with follow-on gains in customer satisfaction, Level 2 focus, and Level 1 morale and career progression. A second post applies the same practitioner detail to a regulated setting, describing embedded business advocates, capacity forecasting, value-driven prioritisation, flexible funding, and transparency as four pillars of IT demand management in life sciences, including GxP and validation expertise. For an ITSM software company that wants the collaboration to show how service operations actually change—and reach service desk leaders and IT operations managers rather than governance audiences—Callinan supplies the before-and-after detail that Biswas's framework posts leave at the level of principle.
- Dr. Heval Mehta: Choose Mehta when the campaign needs to reach board and governance audiences rather than ITSM practitioners. Their posts address independent directors from diverse professional backgrounds and explain what sales, marketing, operations, finance, legal, and technology directors each contribute to board oversight. They also cover resident directors in India as a strategic governance asset rather than a compliance formality, including regulatory filings, local regulator and auditor contact, oversight of board decisions, faster execution, and stakeholder confidence. For an ITSM software company whose digital trust message is aimed at boards, audit committees, or compliance functions, Mehta offers an existing governance audience and a framing that treats governance as a value proposition. This is the closest alternative if the campaign shifts from thought leadership for practitioners to governance-level credibility.

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AI-assisted summary of public posts. Audience demographics are not available. Engagement appears only where we checked recent posts. Method: https://b2binfluencer.marketing/methodology/