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| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Service Management | 15% | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| ITIL Practices | 30% | - Service management practices
|
| ITIL Service Value System | 20% | - Continual improvement - Governance - Overview and purpose - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Service Management Concepts | 15% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
| ITIL Guiding Principles | 20% | - Keep it simple and practical - Optimize and automate - Think and work holistically - Collaborate and promote visibility - Focus on value - Start where you are - Progress iteratively with feedback |
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