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ISEB ITILF2011 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Strategy | 20% | - Service portfolio management - Value creation, utility and warranty - Purpose, objectives and scope - Key principles and processes |
| Service Design | 20% | - Service design package - Key processes: SLA, capacity, availability, continuity, security, supplier - Purpose, objectives and scope - Four P's of service design |
| Service Transition | 17% | - Service asset and configuration management - Change, release and deployment management - Key principles and models - Purpose, objectives and scope |
| Continual Service Improvement (CSI) | 11% | - CSI approach and seven-step improvement process - Purpose, objectives and scope - Metrics, measurements and reporting |
| Service Operation | 17% | - Key processes: incident, problem, request, event management - Functions: service desk, technical, application, IT operations management - Purpose, objectives and scope |
| Service Management as a Practice | 15% | - Concepts of service and service management - ITIL core concepts and terminology - Service lifecycle model overview |
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