1. Understand the key concepts of service management
2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management
3. Understand the four dimensions of service management
4. Understand the purpose and components of the ITIL service value system
5. Understand the activities of the service value chain, and how they interconnect
6. Know the purpose and key terms of 18 ITIL practices
7. Understand 7 ITIL practices

1. High level overview of ITIL v3’s 5-step Lifecycle model and how the current 26 processes and functions map to the new ITIL 4 model
2. The seven Guiding Principles of ITIL 4
3. ITIL’s new Service Value Chain
4. The four dimensions of Service Management
5. The 34 ITIL practices, with a focus on 18 of these
6. Key concepts from Lean IT, Agile, DevOps, and Organizational Change Management, and why these are important to deliver business value

• Individuals who require a basic understanding of the refreshed ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
• IT professionals that are working within an organization that has adopted and adapted ITIL, who need to be informed about and thereafter contribute to, an ongoing service improvement program.
• This may include but is not limited to, IT professionals, business managers and business process owners.

Exam Type – 40 multiple choice questions carrying 1 mark each
Duration – 60 Minutes
Prerequisites – None
Supervised – Yes
Passing Score – 65% (26 marks out of 40)
Delivery – Paper based or Online