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| Section | Weight | Objectives |
|---|---|---|
| ITIL Practices | 15% | - Service management practices - Technical management practices - General management practices |
| ITIL Service Value Chain Activities | 15% | - Plan, Improve, Engage - Design and Transition - Obtain/Build, Deliver and Support |
| ITIL Guiding Principles | 20% | - Focus on value - Keep it simple and practical - Progress iteratively with feedback - Start where you are - Optimize and automate - Collaborate and promote visibility - Think and work holistically |
| Key Concepts of Service Management | 15% | - Products, services, and service offerings - Value, outcomes, costs, and risks - Service and service relationships |
| Four Dimensions of Service Management | 17% | - Organizations and people - Partners and suppliers - Information and technology - Value streams and processes |
| ITIL Service Value System | 18% | - Governance - Service Value Chain - Overview of the Service Value System - Continual improvement |
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