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| Section | Weight | Objectives |
|---|---|---|
| Understand the key ITIL practices | 30-35% | - Continual improvement practices - Incident management and request fulfillment practices - Service desk practice - Supplier management practices - Service configuration management practices - Service level management practices - Relationship management practices |
| Understand how the ITIL framework guides the organization | 15-20% | - The ITIL principles in detail - Other frameworks and methods - Nature and use of the ITIL guiding principles |
| Understand the purpose and effects of the service value system | 15-20% | - Overview of the service value system - The service value chain - Opportunity and demand - The ITIL practices in the service value chain |
| Understand the key concepts of service management | 15-20% | - Organize and deliver value with services - Key concepts of the service relationship - Key concepts of creating value with services |
| Understand the four dimensions of service management | 15-20% | - Organizations and people - Overview of the four dimensions - Information and technology - Partners and suppliers - Value streams and processes |
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