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| Section | Weight | Objectives |
|---|---|---|
| Service Design and Transition | 5% | - Transition planning and support - Design requirements |
| Introduction to IT Service Management | 35% | - Overview of ISO/IEC 20000 standard - Principles and concepts of ITSM - Business value and benefits of ITSM |
| Relationship Processes | 5% | - Business relationship management - Supplier management |
| Service Management System (SMS) | 35% | - Requirements of SMS - Scope, policy, and documentation - PDCA cycle application |
| Resolution and Control Processes | 15% | - Incident and service request management - Change, configuration and release management - Problem management |
| Service Delivery Processes | 5% | - Availability and capacity management - Service level management - Service continuity and reporting - Information security management |
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