1.與指引、計劃與改善相關的主要概念

 運作模式和方法(Operating Models and Methods)

 治理、風險和合規(Governance, Risk, and Compliance)

 控制範圍(Scope of Control)

 戰略與戰術(Strategy and Tactics)

 成果、價值、成本和風險在塑造服務中的作用

2.運用持續改善方法:

 評估考量(Assessment consideration)

 改善優先序(Prioritising Improvements)

 建立緣由說明以支持行動(Creating business cases to support action)

 進行評論並創建持續改善文化(Carry out reviews and create a Continual Improvement culture)

3.識別和部署組織變革管理:

 識別和管理利益相關者(Identifying and managing stakeholders)

 管理溝通並鼓勵反饋(Manage communication and encourage feedback)

 設定適當的範疇，了解目標和要求(Set Appropriate scope, understanding the goals and requirements)

 定義適當的政策和控制(Defining appropriate policies and controls)

 定義支持服務的指標(Define metrics and indicators to support services)

 建立正確的權限級別(Establishing correct levels of authority)

4.考試準備和指導研究