1.4 Reflection Checkpoint: Connecting Concepts to Your Experience

Phase 1: Orientation – Understanding the ITIL Landscape for Exam and Practice

Pause here and consider the following questions, thinking about your own professional environment:

• Can you identify a service you are involved with or consume regularly? Who are the stakeholders? What are the key outcomes it enables? What are the outputs?
• How do Utility and Warranty apply to that service?
• What are some of the costs removed and costs imposed by that service from a consumer's perspective?
• What are some potential risks associated with that service failing or not performing as expected?
• Think about your daily tasks. How do they contribute to Service Provision or enable Service Consumption?
• How do you currently engage in Service Relationship Management in your role?