ITIL 4 CI study plan

Define continual improvement in your own words and distinguish it from related terms such as corrective action and problem management

List the seven guiding principles and give one concrete workplace example of each in a continual improvement context

Explain how the continual improvement model's 'where are we now' and 'where do we want to be' steps translate into baseline metrics and target metrics

Draft a one-page glossary of 15 core continual improvement terms with your own definitions

Apply the continual improvement model's five questions to a real underperforming process and document each answer

Identify the three types of improvement (small, medium, large) and classify five candidate improvements from your own work

Explain how the 'did we get there' step links to measurement and reporting, and name two metrics you would use

Write a short critique of a failed improvement initiative you have observed, naming which model step was skipped

Map the four dimensions of service management to a continual improvement initiative and note where each dimension could block progress

Explain how the service value chain activities interact with continual improvement and identify which activities are most often touched by an improvement

Describe the role of the service value system as a whole in enabling improvement, and contrast it with a process-only view

Sketch the service value chain and annotate three improvement entry points

Explain how the seven ITIL practices most tied to improvement (continual improvement, measurement and reporting, service request management, problem management, change enablement, service level management, and relationship management) support the value chain

Describe the continual improvement practice's inputs, outputs, and key activities

Compare the purpose of problem management and continual improvement and explain where they overlap and where they diverge

Identify which ITIL 4 management practices and technical practices you would involve in a given improvement scenario

Build a cause-and-effect (fishbone) diagram for a real recurring incident and isolate the two most probable root causes

Run a five-whys analysis to a defensible root cause and document why you stopped where you did

Construct a Pareto chart or ranked list from real data to show which few causes drive most of the impact

Explain when to use a control chart versus a simple trend line, and state the risk of acting on common-cause variation

Define a hypothesis for an improvement, design a small experiment, and specify the measure and success threshold before running it

Select appropriate metrics for a service and distinguish leading from lagging indicators

Explain how to build a measurement and reporting approach that avoids vanity metrics and supports decisions

Draft a post-implementation review template with questions that test whether the improvement actually landed

Describe how organizational culture and leadership behavior either enable or undermine continual improvement, with two observable indicators of each

Explain how to embed improvement into value streams by identifying where in the stream feedback is captured and acted on

Outline how to build an improvement register, prioritize items, and govern them without creating bureaucracy

Explain how to communicate improvement results to stakeholders at different levels with different levels of detail

Consolidate all four domains into a single revision sheet of your own making, no more than four pages

Complete a timed practice assessment under exam conditions and review every wrong answer to its underlying concept

Re-derive the continual improvement model and the four dimensions from memory without notes

Identify your three weakest remaining topics and close each with a targeted 30-minute review