Understand the origins of information technology service management (ITSM) and evidence-based best practices, activities, governance, and improvement capabilities. Evidence-based practices include agile management, Lean (waste reduction) and DevOps (holistic) practices. Relate the guiding principles to your work: focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate. Link service management to your organization's overall business model and educational digital transformation. Discuss an iterative approach to adopting best practices.