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ICDL ISEB-ITILV3 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management as a Practice | 15% | - Business value of IT service management - Stakeholders and service provider models - Concepts of service and service management |
| Topic 2: Technology and Architecture | 5% | - Architecture considerations - Supporting technologies |
| Topic 3: Selected Processes | 20% | - Problem Management - Change Management - Incident Management - Service Level Management - Availability Management |
| Topic 4: Selected Functions and Roles | 10% | - Service Desk - Application Management - Technical Management - Key roles: Process Owner, Service Owner |
| Topic 5: Key Principles and Models | 15% | - Deming Cycle and CSI model - Service portfolio - Governance and risk management |
| Topic 6: Competence and Training | 5% | - Skills and competencies - Training and certification path |
| Topic 7: ITIL Service Lifecycle | 20% | - Service Operation - Continual Service Improvement - Service Strategy - Service Design - Service Transition |
| Topic 8: Generic Concepts and Definitions | 10% | - Key terms and terminology - Service assets and configurations |








