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Last Updated: Sep 16, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 10% | - Organizations and people - Partners and suppliers - Information and technology - Value streams and processes |
| Topic 2: ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Progress iteratively with feedback - Focus on value - Optimize and automate - Keep it simple and practical - Think and work holistically - Start where you are |
| Topic 3: Service Value Chain | 15% | - Key activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - How value chain activities interact |
| Topic 4: ITIL Service Value System (SVS) | 20% | - Purpose and components of the SVS - Governance and continual improvement |
| Topic 5: Key Concepts of Service Management | 15% | - Value co-creation, services, products, and outcomes - Service relationships, stakeholders, and costs/risks |
| Topic 6: ITIL Management Practices | 25% | - Technical management practices - General management practices - Service management practices |
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