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ITIL ITIL-Foundation Deutsch Exam Syllabus Topics:

SectionWeightObjectives
Key Concepts of Service Management10%- Service Management Concepts
  • 1. Products and Services
  • 2. Organizations, Service Providers and Consumers
  • 3. Value and Value Co-creation
  • 4. Service Relationships
The ITIL Guiding Principles14%- Guiding Principles
  • 1. Progress Iteratively with Feedback
  • 2. Optimize and Automate
  • 3. Collaborate and Promote Visibility
  • 4. Start Where You Are
  • 5. Keep It Simple and Practical
  • 6. Focus on Value
  • 7. Think and Work Holistically
The ITIL Service Value System15%- Service Value System Components
  • 1. Practices
  • 2. Service Value Chain
  • 3. Continual Improvement
  • 4. Governance
  • 5. Guiding Principles
The Four Dimensions of Service Management15%- Four Dimensions
  • 1. Value Streams and Processes
  • 2. Information and Technology
  • 3. Partners and Suppliers
  • 4. Organizations and People
The Service Value Chain17%- Value Chain Activities
  • 1. Improve
  • 2. Engage
  • 3. Deliver and Support
  • 4. Plan
  • 5. Obtain/Build
  • 6. Design and Transition
ITIL Management Practices29%- Service Management Practices
  • 1. Service Level Management
  • 2. Service Request Management
  • 3. Change Enablement
  • 4. Service Desk
  • 5. Incident Management
  • 6. Monitoring and Event Management
  • 7. Problem Management
- General Management Practices
  • 1. Relationship Management
  • 2. Information Security Management
  • 3. Continual Improvement
  • 4. Supplier Management

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