In IT service management, governance dictates the directions, policies, and rules that businesses use to deliver and maintain IT services.
Every organization takes direction from a governance body, be it a single person or group of people. Those responsible are held accountable at the highest level for the performance and compliance of the organization. The governing body dictates the organization’s compliance policies and any external regulations. A governing body may include:
- A board of directors
- A regulatory body
- An executive management team
Governance activities
Governance in ITIL is realized in 3 ways:
Direct
Directing means assigning responsibility for strategy, policy, direction, preparation, and implementation. The strategy sets priorities for organizational activity including vision, mission, and plans, while policies establish the requirements for those participating in planned activities, whether they are staff, vendors, or contractors.
Monitor
Constant monitoring helps determine whether the performance of the organization and its practices, products, and services is in line with the strategy and policy.
Evaluate
This involves the performance of regular reviews of the organization, its strategy, portfolios, and relationships with other parties, accounting for changing external circumstances and stakeholder requirements.
Governance in the ITIL Service Value System
The Service Value System is a model that can be applied across an entire organization. The governance body should retain oversight to ensure alignment with the objectives and priorities of the organization.
In ITIL 4, the ITIL guiding principles apply to all components of the SVS, including governance. The governance body can adopt and adapt the guiding principles as part of their responsibility to direct organization activity. The governance body can also monitor outcomes of continual improvement activities and measurement of value.
It is critical to ensure that:
- The service value chain and the organization’s practices work in line with the direction given by the governing body.
- The governing body of the organization, either directly or through delegation of authority, maintains oversight of the SVS.
- Both the governing body and management at all levels maintain alignment through a clear set of shared principles and objectives.
- The governance and management at all levels are continually improved to meet the evolving expectations of the stakeholders.