Guiding Principles and Governance

The guiding principles and how organizations govern and improve service management.

ITIL-120 12 lessons · 6 h

Offered by HSM University · ITIL Foundation Prep

This is the American version of this course. See the Canadian version.

What you'll learn

Explain what the ITIL guiding principles are, why they exist and how they apply across ITIL 4 and ITIL (Version 5).
Apply focus on value by identifying stakeholders, the outcomes they value and the effect of experience on value.
Assess a current state objectively, record a measured baseline and decide what to keep, adapt or retire.
Plan work in iterations with feedback loops and prioritize a backlog using value-to-effort or WSJF.
Use collaboration and visual management to expose bottlenecks and calculate flow efficiency.
Think holistically using systems thinking, the four dimensions and dependency maps to avoid local optimization.
Simplify processes and controls by removing steps that add no value or control no significant risk.
Optimize before automating and estimate the payback of automation, including its risks and running costs.
Apply the seven principles together, resolve tensions between them and adapt them to context.
Distinguish governance from management, describe the evaluate, direct and monitor model, and relate ISO/IEC 38500, COBIT 2019 and public and financial regulation to service management.
Use the continual improvement model and register, and measure progress with baselines, targets, CSFs, KPIs, change success rate and MTTR.
Design balanced reporting that resists Goodhart's law and explain how culture and leadership enable improvement.

12 lessons · 6 h total · final exam

Recommended background. You can start any course at any time.

The guiding principles and how organizations govern and improve service management.