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ICDL ISEB-ITILV3 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Roles and Responsibilities | - Service Owner - Process Owner - Service Manager |
| Service Lifecycle | - Service Strategy - Service Operation - Continual Service Improvement (CSI) - Service Transition - Service Design |
| Processes and Functions | - Change Management - Problem Management - Service Desk function - Configuration Management - Incident Management - Release and Deployment Management |
| Key Principles and Models | - Processes and functions overview - Value, utility, and warranty |
| Service Management as a Practice | - Concepts of value creation through services - Basic definitions and terminology |
