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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technology and Architecture | 5% | - Supporting technologies - Architecture considerations |
| Topic 2: Selected Processes | 20% | - Service Level Management - Availability Management - Incident Management - Problem Management - Change Management |
| Topic 3: Service Management as a Practice | 15% | - Stakeholders and service provider models - Concepts of service and service management - Business value of IT service management |
| Topic 4: Key Principles and Models | 15% | - Service portfolio - Deming Cycle and CSI model - Governance and risk management |
| Topic 5: Competence and Training | 5% | - Skills and competencies - Training and certification path |
| Topic 6: Generic Concepts and Definitions | 10% | - Service assets and configurations - Key terms and terminology |
| Topic 7: Selected Functions and Roles | 10% | - Application Management - Service Desk - Key roles: Process Owner, Service Owner - Technical Management |
| Topic 8: ITIL Service Lifecycle | 20% | - Service Transition - Service Strategy - Service Operation - Continual Service Improvement - Service Design |
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