Last Updated: Aug 26, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Delivery & Processes | 25% | - Incident & request management - Problem & change management - Service level management & SLAs - Knowledge management |
| Topic 2: Metrics & Continuous Improvement | 10% | - Process improvement methodologies - Customer satisfaction & feedback - KPIs & performance reporting |
| Topic 3: People & Team Management | 25% | - Motivation & retention - Staffing & workforce planning - Training & development - Performance management & coaching |
| Topic 4: Operations & Technology | 20% | - Process automation & self-service - Capacity & resource planning - Tool & technology selection - Vendor & contract management |
| Topic 5: Service Desk Strategy & Alignment | 20% | - Governance & compliance - Business alignment & objectives - Service desk vision & mission |
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