2.5 Reflection Checkpoint: Applying the Framework to Your Context

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

Consider the following questions, thinking about a specific process or workflow you are involved in:

• How does that workflow fit into the Service Value System? What inputs does it receive (Demand, Opportunity)? What outputs does it produce?
• How do the Four Dimensions influence that workflow? (e.g., Are there people/skills considerations? Technology dependencies? External suppliers involved? Defined processes?)
• Which SVC activities are most prominent in that workflow?
• How could you apply the 7 Guiding Principles to improve that workflow?
• Think about a recent challenge you faced in that workflow. How could understanding the SVS, Four Dimensions, and SVC activities help you analyze and address it?