ITIL 4 MEM study plan

Map the ITIL 4 service value chain and the four dimensions of service management from memory, then check your map against your notes and correct every gap.

List the seven guiding principles and write one workplace example for each that shows the principle applied, not just named.

Define the key CDS vocabulary (value stream, practice, work item, workflow, queue, batch size, definition of done) in your own words in a glossary file.

Trace one real service your team delivers from demand to value, naming each step, handoff, and wait state.

Design a to-be value stream for your chosen service that removes at least two handoffs and reduces batch size at two steps.

Explain how the CDS practices (service design, development and management, deployment management, release management, incident management, problem management, service desk, service request management) interact across the stream.

Distinguish value streams, processes, and practices with three concrete examples each so you can answer scenario questions without hesitation.

Identify the team topologies and culture elements (psychological safety, blameless review, feedback loops) that would make your to-be stream work.

Draft a stakeholder map for your service, classifying each stakeholder by influence, interest, and relationship type (customer, user, sponsor, supplier).

Write the customer journey for one key user from awareness through to exit, marking moments of truth and pain points.

Explain how demand is shaped and managed, and propose two concrete demand-shaping levers for your service.

Connect CX (customer experience) and UX (user experience) measures to the journey stages you mapped.

Apply the DSV journey steps (explore, engage, offer, agree, onboard, co-create, deliver and support, realize, exit) to a scenario and state what the provider does at each step.

Explain SLAs, SLPs, service level management, and experience level agreements, and write one measurable experience-level commitment for your service.

Describe how to communicate, negotiate, and agree with stakeholders, including handling a dissatisfied customer and a scope dispute.

Identify the engagement practices (relationship management, supplier management, service desk, service request management) and show where each appears in your journey.

Explain the key HVIT concepts: digital transformation, VUCA, the ITIL 4 digital product lifecycle, and the three HVIT objectives (faster, better, safer).

Compare lean, agile, DevOps, and continuous delivery ways of working and state which HVIT challenge each addresses.

Describe resilient operations: chaos engineering, blameless postmortems, error budgets, and the trade-off between change speed and stability.

Map how the HVIT practices (deployment, release, infrastructure and platform management, software development, availability, capacity and performance, monitoring and event management) support your value stream.

Describe the five DPI components (governance, strategy, risk, measurement, continual improvement) and how each constrains or enables high-velocity work.

Apply the ITIL continual improvement model's seven steps to a real problem in your organization and record each step's output.

Explain how governance, risk, and compliance can be made lightweight (policy as code, automated controls, risk registers, tolerance thresholds) without blocking delivery.

Identify the organizational change management levers (communication, training, sponsorship, resistance handling) you would use to introduce a DevOps practice.

Define the measurement and reporting concepts (critical success factors, key performance indicators, leading versus lagging, balanced scorecard, health versus performance) and build a small measurement framework for your service.

Explain how to direct, plan, and improve using policies, portfolios, and the direction-setting practices.

Practice scenario questions across all four core domains, and log every wrong answer with the concept it tested.

Revisit your week 1 value chain map and correct anything the later material changed.

Run two full timed mock exams under exam conditions and score each by domain to find weak areas.

Rework every logged error from weeks 1-7 and rewrite the concept in your own words.

Recite the definitions of the key terms (value stream, practice, customer journey, digital transformation, continual improvement) without notes.

Build a final one-page cheat sheet of the ten most-tested distinctions and drill it twice.