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Updated: Aug 21, 2026
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| Section | Objectives |
|---|---|
| Topic 1: Four Dimensions of Service Management | - Information and technology - Value streams and processes - Organizations and people - Partners and suppliers |
| Topic 2: ITIL Practices Overview | - Change enablement - Incident management - Service level management - Service desk - Problem management |
| Topic 3: ITIL Service Value System (SVS) | - Opportunity, demand, and value - Service value chain - Continual improvement - Governance - Guiding principles |
| Topic 4: Key Concepts of Service Management | - Service relationships and outcomes - Value and value co-creation - Organizations, service providers, service consumers |
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