ITIL 4 MP study plan

Map the service value chain's six activities to at least three practices each from the Create, Deliver and Support scope

Trace one end-to-end value stream from demand to value, labelling every handoff and queue

Define the difference between output and outcome using three examples from your own organisation

List the key interfaces between the service desk, incident management and problem management and state what each interface must hand over

Sequence the steps of the change enablement practice and justify where risk assessment and authorisation sit

Differentiate the three deployment approaches and select one for a stated scenario with written rationale

Construct a prioritised incident workflow that shows how major incidents escalate and how resolution is verified

Draft service level and experience level considerations for a single service, distinguishing what is measured from what is felt

Consolidate Create, Deliver and Support by explaining how its practices interlock when a service is degraded

Explain how governance, planning and improvement relate, naming the inputs each requires from the others

Distinguish policies, controls and guidelines and place each into a governance model for one service

Identify the decisions a governance body should own versus those it should delegate

Apply the continual improvement model to a real underperforming process, completing all steps and stating the measurable target

Select and justify leading and lagging indicators for two different objectives, avoiding vanity metrics

Describe how to communicate a plan to three distinct stakeholder groups with tailored messages and channels

Explain how to manage risk and control in a plan without creating unnecessary overhead

Map the customer journey stages for a chosen service and name the touchpoints and emotional highs and lows at each

Design a two-way feedback loop that converts user input into a prioritised backlog item

Segment stakeholders by influence and interest, then assign an engagement approach to each segment

Describe how to shape demand and manage expectations across the relationship lifecycle

Explain how service level agreements, experience level agreements and service offering documents differ in scope and audience

Choose between channels and self-service options for a stated user need and justify the trade-off

Define the core concepts of high-velocity IT and link each to one practical example in a delivery pipeline

Explain how Lean, Agile and DevOps principles change the way work is prioritised and released

Explain how to build resilience and high-velocity outcomes without trading away control

Describe how automation, feedback loops and continuous learning reinforce one another

Compare techniques for reducing batch size and work in progress, and state the metric each technique moves

Identify the behaviours and culture needed to sustain high-velocity ways of working and how to reinforce them

Revisit and close every weak area identified in earlier self-tests, one concept at a time

Integrate the four domains by solving mixed scenarios where stakeholder needs, flow, and governance pull in different directions

Practise written justification of an answer so reasoning is defensible under exam conditions

Complete two timed full-scope practice runs and review every missed question against its source concept