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ICDL ISEB-ITILV3 Exam Syllabus Topics:

SectionObjectives
Topic 1: IT Service Lifecycle- Service Design
  • 1. Design coordination
  • 2. Service level and capacity management
- Service Strategy
  • 1. Strategy management for IT services
  • 2. Business relationship and demand management
- Continual Service Improvement
  • 1. 7-step improvement process
  • 2. Metrics and measurement
- Service Transition
  • 1. Change and release management
  • 2. Service asset and configuration management
- Service Operation
  • 1. Incident and event management
  • 2. Request fulfilment and problem management
Topic 2: Introduction to ITIL and Service Management- Purpose and Scope of ITIL
  • 1. ITIL terminology and concepts
  • 2. Service management as a practice
Topic 3: Roles, Functions and Processes- Service management roles
  • 1. Roles in service management
  • 2. RACI models and responsibilities
- Functions
  • 1. Technical, application and operations management
  • 2. Service desk and support functions

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