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ITIL ITIL-Foundation Exam Syllabus Topics:

SectionObjectives
Topic 1: ITIL Service Value System (SVS)- Core components of SVS
  • 1. Continual improvement
    • 2. Practices
      • 3. Governance
        • 4. Service value chain
          • 5. Guiding principles
            Topic 2: ITIL Practices Overview- Service management practices
            • 1. Incident management
              • 2. Problem management
                • 3. Service desk
                  - Technical management practices
                  • 1. Infrastructure and platform management
                    • 2. Deployment management
                      - General management practices
                      • 1. Continual improvement
                        • 2. Relationship management
                          • 3. Information security management
                            Topic 3: The Four Dimensions of Service Management- Value streams and processes
                            • 1. End-to-end service delivery workflows
                              - Organisations and people
                              • 1. Roles, responsibilities, and structure
                                - Partners and suppliers
                                • 1. External service providers and value networks
                                  - Information and technology
                                  • 1. Information systems and knowledge management
                                    Topic 4: Key Concepts of Service Management- Service and value creation
                                    • 1. Value co-creation with stakeholders
                                      • 2. Service definitions (utility and warranty)
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