Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

• Service Management as a practice (Comprehension)
• Service Lifecycle (Comprehension)
• Key Principles and Models (Comprehension)
• Key Concepts (Awareness)
• Selected Processes (Awareness)
• Selected Roles (Awareness)
• Selected Functions (Awareness)
• Technology and Architecture (Awareness)
• ITIL Qualification scheme (Awareness)

• Communicate the meaning and relevance of ITSM within the IT organization and within the client organization, and can assist in setting up, managing and harmonizing ITIL® processes with the other management processes.
• Understand the use of the IT infrastructure, the Business perspective, as well as basic understanding of real-life implementation and management issues
• Understand, Measure, Analyze and Report ITSM processes
• Understand the ITIL® lifecycle model
• Determine and understand business and IT requirements by obtaining information from the client and/or business
• Support the tools and procedures necessary

• Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation.
• IT professionals that are working within an organisation that has adopted and adaptedITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme.

• What ITIL is and what it is not. Who is the owner and other general information.
• What are the drivers for better IT Management, useful guidance and what are best practices.
• Definition of Service, Service Management and IT Service Management.
• Functions, Roles and Processes.
• What is Service Lifecycle.