Phase 2: Foundation – The ITIL 4 Framework in Theory and Action

This phase introduces the core structure of the ITIL 4 framework. You will learn about the Service Value System (SVS), which provides the big picture of how an organization co-creates value. We will then break down its key components: the Four Dimensions that ensure a holistic approach, the 7 Guiding Principles that direct decision-making, and the Service Value Chain (SVC), which is the engine of value delivery.

Scenario: An IT department is struggling with siloed teams, inconsistent decision-making, and a lack of a clear process for turning business requests into valuable services. They need a structured framework to help them work together more effectively and align their activities with business goals.

Reflection Question: How does a structured framework like the Service Value System help an organization move from a collection of disconnected activities to a coordinated system focused on creating value?