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ITIL ITIL-Foundation Deutsch Exam Syllabus Topics:

SectionObjectives
Topic 1: The Four Dimensions of Service Management- Organisations and people
  • 1. Roles, responsibilities, and structure
    - Value streams and processes
    • 1. End-to-end service delivery workflows
      - Information and technology
      • 1. Information systems and knowledge management
        - Partners and suppliers
        • 1. External service providers and value networks
          Topic 2: ITIL Practices Overview- General management practices
          • 1. Information security management
            • 2. Continual improvement
              • 3. Relationship management
                - Service management practices
                • 1. Problem management
                  • 2. Incident management
                    • 3. Service desk
                      - Technical management practices
                      • 1. Deployment management
                        • 2. Infrastructure and platform management
                          Topic 3: Key Concepts of Service Management- Service and value creation
                          • 1. Service definitions (utility and warranty)
                            • 2. Value co-creation with stakeholders
                              Topic 4: ITIL Service Value System (SVS)- Core components of SVS
                              • 1. Practices
                                • 2. Continual improvement
                                  • 3. Service value chain
                                    • 4. Guiding principles
                                      • 5. Governance

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