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| Section | Weight | Objectives |
|---|---|---|
| Incident and Problem Management | 30% | - Problem identification and root cause analysis - Escalation procedures and workflow - Incident handling and resolution process |
| Quality Management & Continuous Improvement | 20% | - Customer feedback and satisfaction measurement - Service level metrics and KPIs - Basic continuous improvement concepts |
| Customer Service Delivery | 30% | - Documentation and knowledge management - Service delivery principles and standards - Communication and interpersonal skills |
| Service Management Fundamentals | 20% | - IT service management overview - Basic support tools and technologies - Roles and responsibilities in support environment |
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