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ITIL ITIL-Foundation Exam Syllabus Topics:
| Section | Weight | Objectives |
| The Service Value Chain | 17% | - Value Chain Activities
- 1. Improve
- 2. Deliver and Support
- 3. Engage
- 4. Obtain/Build
- 5. Plan
- 6. Design and Transition
|
| The ITIL Service Value System | 15% | - Service Value System Components
- 1. Continual Improvement
- 2. Guiding Principles
- 3. Service Value Chain
- 4. Practices
- 5. Governance
|
| The Four Dimensions of Service Management | 15% | - Four Dimensions
- 1. Information and Technology
- 2. Value Streams and Processes
- 3. Organizations and People
- 4. Partners and Suppliers
|
| Key Concepts of Service Management | 10% | - Service Management Concepts
- 1. Organizations, Service Providers and Consumers
- 2. Value and Value Co-creation
- 3. Service Relationships
- 4. Products and Services
|
| ITIL Management Practices | 29% | - General Management Practices
- 1. Continual Improvement
- 2. Supplier Management
- 3. Information Security Management
- 4. Relationship Management
- Service Management Practices
- 1. Change Enablement
- 2. Service Level Management
- 3. Service Request Management
- 4. Service Desk
- 5. Incident Management
- 6. Monitoring and Event Management
- 7. Problem Management
|
| The ITIL Guiding Principles | 14% | - Guiding Principles
- 1. Optimize and Automate
- 2. Progress Iteratively with Feedback
- 3. Focus on Value
- 4. Collaborate and Promote Visibility
- 5. Keep It Simple and Practical
- 6. Think and Work Holistically
- 7. Start Where You Are
|