ITIL 4 DPI study plan

Define direction, planning and improvement in your own words and contrast them using three examples drawn from your current role.

Map the four dimensions of service management and state two constraints each dimension places on direction and planning decisions.

Sequence the six activities of the service value chain and write a one-sentence purpose statement for each.

Apply the four questions of the continual improvement model to a real underperforming service you know.

Match each of the seven guiding principles to a real decision your team made in the last quarter and evaluate whether the principle was followed.

Explain how the guiding principles interact with the continual improvement model when prioritizing improvement opportunities.

Draft an improvement backlog of at least ten candidate opportunities, each with an owner and a stated expected outcome.

Rank the backlog using an agreed prioritization criterion and justify the top three choices in writing.

Compare at least four improvement approaches (for example Lean, Agile, DevOps and Kaizen) across three self-chosen criteria and state when each fits best.

Define value stream mapping and distinguish value-adding steps from non-value-adding steps in a workflow you own.

Draft a first-pass value stream map of that workflow containing at least eight sequential steps and the hand-offs between them.

List the measurement points you would need at each step to make the map decision-useful.

Complete the value stream map with elapsed time and effort estimates at each step and calculate the total lead time and value-adding proportion.

Identify at least three sources of waste or delay and trace each to a mapped step.

Propose three improvement actions targeted at the highest-waste steps and predict the lead-time effect of each.

Synthesize domains 1, 4 and 7 into a single narrative explaining how improvement opportunities are found through mapping.

Distinguish governance from management and list the decision rights that sit with a governing body rather than an operational team.

Identify the governance bodies in your organization and describe how each directs and holds to account.

Draft the compliance obligations that apply to one service and classify each as mandatory, contractual or voluntary.

Draw the interfaces between governance, the service value chain and continual improvement on a single diagram.

Define risk appetite and risk tolerance and set an explicit appetite statement for one service or initiative.

Assess at least ten risks for that initiative by scoring likelihood and impact and plotting them on a heat map.

Select and justify a response (avoid, accept, transfer or mitigate) for each of the top five risks.

Describe how risk and compliance findings feed the improvement register rather than sitting in a separate report.

Distinguish critical success factors, key performance indicators and metrics and write one example of each for a direction-and-planning context.

Define eight metrics with formula, data source, audience and reporting frequency, and state the decision each informs.

Critique a reporting pack for audience fit, and rewrite three report lines so they lead with the decision rather than the data.

Draft a stakeholder map for a planned change, classifying stakeholders by influence and interest.

Build a communication plan for one real change specifying audience, message, channel, timing and feedback mechanism.

Apply an organizational change management approach to that change and identify the specific resistance points you expect and how you will address them.

Re-audit your weakest two domains from earlier weeks and close the gaps with targeted revision.

Complete a full-length timed mock exam and review every incorrect answer against the source material.