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ICDL ISEB-ITILV3 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Selected Functions and Roles | 10% | - Application Management - Key roles: Process Owner, Service Owner - Technical Management - Service Desk |
| Selected Processes | 20% | - Problem Management - Availability Management - Service Level Management - Change Management - Incident Management |
| Generic Concepts and Definitions | 10% | - Key terms and terminology - Service assets and configurations |
| Competence and Training | 5% | - Skills and competencies - Training and certification path |
| Service Management as a Practice | 15% | - Concepts of service and service management - Business value of IT service management - Stakeholders and service provider models |
| ITIL Service Lifecycle | 20% | - Service Transition - Service Operation - Service Strategy - Continual Service Improvement - Service Design |
| Key Principles and Models | 15% | - Deming Cycle and CSI model - Service portfolio - Governance and risk management |
| Technology and Architecture | 5% | - Architecture considerations - Supporting technologies |
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