ITIL 4 MP case studies
ITIL 4 MP · Put your knowledge to work in context.
The ITIL 4 Managing Professional (ITIL 4 MP) designation sits at the practitioner tier of the ITIL 4 certification scheme published by PeopleCert, which describes ITIL as a way to "Build practical capability to manage digital products and services with clarity and confidence." Rather than a single test, the designation is earned by completing four specialist modules that together span the operational, customer-facing and strategic sides of digital service management. Candidates are typically service management practitioners, team leads, product owners, release and support managers, and consultants who already hold ITIL 4 Foundation and want to move from theory into day-to-day practice across the value streams their organisations run. The ITIL 4 MP case studies are 5 cases and about 4,011 words.
1Northline Retail: the CAB queue is the constraint
Northline is an online retailer with 12 product teams all shipping into one shared monolith on a monthly release train. Change enablement runs a weekly CAB that reviews about 47 normal changes a session, and the queue alone adds roughly 18 days to lead time.
752 words, about 4 min2Meridian Water: abandonment in the smart-meter journey
Meridian Water serves 400,000 domestic customers. Its new self-install smart-meter app loses 62% of first-time users at the pairing step, and the contact centre has seen an 18% rise in call volume.
823 words, about 4 min3Halden Insurance: spending the last of an error budget
Halden Insurance has run "you build it, you run it" across 200 microservices for 18 months with six SREs. The quote-to-bind service has an SLO of 99.9% availability, and its error budget is 94% consumed with five weeks left in the quarter.
853 words, about 4 min4Kestrel Shared Services: an improvement register nobody uses
Kestrel provides IT shared services to six UK councils through four directorates. Each directorate runs its own incident process, and three different ITSM tools are in use.
763 words, about 4 min5Vantage Department: a 20% cut across 118 services
Vantage is a government department facing a 20% reduction in its IT run budget from April. Its service catalogue lists 118 services.
820 words, about 4 min